SAP AI-based chatbot - internal knowledge search
Jakub Płocki
SAP ABAP & Fiori Technology Lead
About the service
SAP AI knowledge chatbot
A chatbot based on SAP Joule and Document Grounding that lets users ask questions in natural language and get answers based on company documents and SAP resources.
Benefits
Service benefits
Faster access to company procedures and policies
Reduced workload for HR/IT and support teams
Unified answers drawn from company documents
Greater self-sufficiency in finding information
Knowledge at the reach of a question
Natural-language answers from company documents and SAP context.
Scope of the solution
- HR and health & safety regulations
- Procurement and administrative procedures
- Document workflow instructions
- IT and security policies
- Operational and quality procedures
- Onboarding and offboarding
Knowledge repository
- Organizing documents in a single repository
- Marking documents as knowledge sources for search
- Using documents from external repositories (e.g., SharePoint)
- Maintaining consistent naming and document versioning
- Establishing content owners and update rules
- Minimizing duplicates and conflicting procedures
SAP integration
- Linking Document Grounding with SAP Joule
- Access to company knowledge directly from within SAP
- Combining information from company documents with contextual SAP data
- Example question areas: HR, IT, procurement, finance, operations, logistics
- Faster answers to questions about processes and policies
- Standardizing the way information is searched across the organization
Security
- Mapping roles and permissions to the scope of information available to each user
- Restricting content visibility to the appropriate groups (departments, roles, functions)
- Separating general content from sensitive and internal content
- Rules for publishing and approving changes to procedures
- Reviewing documents for compliance and currency
- Defining rules on which materials may serve as a source of answers
User rollout
- Quality testing of answers against a set of real questions from business departments
- Verification of answer consistency with the content of source documents
- Establishing standards for how to phrase questions and follow-ups
- Short "how to ask" training sessions to improve answer relevance
- Collecting feedback and correcting document content (where necessary)
- Maintaining a list of recommended scenarios and starter questions
Implementation stages
An organized implementation combines document preparation, Document Grounding configuration and connection to SAP Joule, followed by quality testing and rollout of the solution to users.
Knowledge audit
Audit of knowledge areas and typical employee questions
Documents
Collecting, organizing and standardizing documents in the repository
Grounding
Configuration of Document Grounding as the context source for questions and answers
Joule integration
Connecting Document Grounding with SAP Joule and preparing use-case scenarios
Quality testing
Testing answer quality and refining source content (where needed)
Training and go-live
User training and go-live, together with maintenance and update rules
By the numbers
Syntavio in numbers
We are an experienced company that has delivered numerous projects across a wide range of industries.
~60
experts across various fields
50
certifications confirming our competencies
15
years of experience
300
completed projects
Contact
Get in touch with us
How does contacting us work?
Fill out the form and send it.
Our specialist will contact you to briefly discuss your company's needs and the context of your organization's operations.
During the meeting, we will present our approach to business process consulting and the scope of a possible process audit.
We will then prepare a tailored proposal of actions and begin a partnership-based collaboration.
Please note that we will only contact selected candidates.
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