SAP Knowledge Base Article - Public

3254303 - Machine Learning - Ticket Natural Language Processing (NLP) with Customer ID

Symptom

You have created a Ticket NLP Classification Model and selected Entity Type to Predict "Customer ID". However, the system is not recognizing and extracting the Customer ID when it appears in E-mail Interactions.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Navigate to Service Work Center.
  2. Go to Unassociated E-mails Work Center View.
  3. The E-mail 123 contains a Customer ID in the Subject or Description (123 is the E-mail ID).
  4. Ticket was not created for the mentioned Customer ID.

Obs: In case the E-mail Channel contains a Default Account a Ticket is created. However, the Ticket contains the Default Account instead of the mentioned Customer ID.

Cause

This feature is for extracting and filling the Customer ID (Individual Customer) field in Service Tickets. However, the E-mails are being sent to a B2B E-mail Channel which does not use Individual Customer.

Resolution

This is the standard behavior of the system.

If the feature/functionality is required urgently, please refer to KBA 3475641 - Functionality Currently not Available.

An alternative option may be to check the corresponding SAP Customer Influence Site to submit an idea:

Keywords

Machine Learning, ML, Service, Customer ID, Customer, ID, Status, E-mail, Mail, Email Channel, Channel, Unassociated, , KBA , LOD-CRM-ML-SRV , Machine learning for service cloud , How To

Product

SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions