Automatic Communication
- 30 May 2025
- 2 Minutes to read
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Automatic Communication
- Updated on 30 May 2025
- 2 Minutes to read
- Print
- PDF
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Auto Communications leverages the power of AI to automatically generate and send incident updates based on specific metadata such as the nature of the issue, user profile, and severity level. This eliminates the need for human intervention in the initial stages of incident management and ensures faster, more relevant communication.
When an incident is created, the system analyzes contextual details to generate an appropriate, dynamic update on the Incident and through the Email as a notification.
The first update may include the following:
Empathize with the user and acknowledge the issue
The message detail displays the assurance of solving the issue
As the user is communicated on email, requests user for more details to assist further
Suggested workarounds or next steps
A procedural guide
Before Auto Copilot Communication | After Auto Copilot Communication |
|---|---|
Incidents must be updated manually on the Message field of the User Communication area for the details to be displayed to the user. | Incidents are Auto Updated with AI Copilot in the Message field of the User Communication when the ticket is created. |
Communication was through static templates with limited customization. | AI enables for the dynamic generation of personalized message and sends the message through a notification email to the user enhancing the experience and improving response efficiency. |
To generate auto communication, perform the following steps:
Log in to the Apex Application as an End User.
Navigate to Incidents > My Incidents.
My Incident List page is displayed.Click New to log an incident.
Enter all the required details along with descriptions in Symptom and Description fields.
Consider the following example:
Symptom: “SAP retail app is not responding”Description: “SAP retail is not responding since morning. please help”
Figure: My Incidents - Details page
Click Save to create an Incident.
Go to the list page and open the newly created Incident.
Click on the Update Incident icon on the top right corner of the Incident.
Figure: My Incident Details
Observe the message auto generated and Updated by Auto Copilot.
This message is dynamically created using both AI and defined rules to ensure contextual relevance and clarity.
Figure: Update Incident
Based on the rules configured, the user receives a notification email when the ticket is auto updated.
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Figure: Notification Email
FAQs
Does your product use natural language generation to produce the text in these communications or is it built via only rules-based templates?
It uses a hybrid approach combining the precision of rule-based logic with the flexibility of Generative AI. This ensures both consistency and personalization.
How do I use AI-Based Automatic Communication?
To utilize this feature, perform the following steps:
Log in to the Apex Application as an End User.
Navigate to Incidents > My Incidents.
Click New to log an incident.
Enter all required details, including Symptom and Description fields.
Click Save to create the incident.
Open the newly created incident from the list.
Click on the Update Incident icon on the top right corner.
Observe the message auto-generated and updated by Auto Copilot in the User Communication section.
Can the system generate different styled communications based on user or persona types?
Yes. The system tailors communication style depending on the recipient, such as:
Senior management
General office employees
IT staff
External partners
This personalization helps deliver the right tone and level of detail for each audience.
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