Warranty claims are checked against the terms and service history before anyone is sent out

Each claim is checked against the sale record, the warranty terms and past visits in SAP. The customer hears what is covered before a technician is booked.

Used day to day by
  • Customer service agents
  • After-sales team
  • Regional service managers

How it runs with AI

The AI reads each claim with its invoice and serial plate photos, checks the sale record, the warranty terms and past visits in SAP, and works out what is covered. The customer hears on WhatsApp what is free and what is payable before the visit is booked. Claims where the records disagree go to the warranty desk with the reason.

How it is done today

Claims come in through the service app and the call centre. A coordinator books a technician, often before anyone has checked the invoice, the serial number or past visits. Technicians reach homes to find the unit outside warranty, and the visit charge becomes an argument at the door.

Step by step

Where the work happens, what the AI does, and where it hands over to a person.

  1. Step 1, AI

    Reads each new claim, with the invoice and serial plate photos

    Needs to know: Serial number formats

    In Service app

  2. Step 2, AI

    Checks the serial number, warranty terms and past visits in SAP

    Needs to know: Warranty terms by model, Past visit history

    In SAP S/4HANA

    Exception to step 2

    Sends the claim to the warranty desk when the records disagree, with the reason

  3. Step 3, AI

    Tells the customer on WhatsApp what is covered and what is payable

    Needs to know: Visit charges, Approved message templates

    In WhatsApp Business

  4. Step 4, AI

    Creates the service order with the parts and a note for the technician

    Needs to know: Parts for each fault, Technician areas

    In SAP S/4HANA

  5. Step 5, Person

    Visits the customer with the right parts and the charge already agreed

    In Service app

What stays with a person

  • Visits the customer with the right parts and the charge already agreed

Apps in this example

  • Service app
  • SAP S/4HANA
  • WhatsApp Business

The same flow works with the apps you use.

This fits you if

  • You handle more than 1,000 warranty claims a month
  • Serial numbers and dealer sales are recorded in SAP or another ERP
  • Technicians often find a unit outside warranty when they arrive
  • Customers dispute visit charges at the door

What to watch for

  • Blurred invoice photos and handwritten dealer bills need a person to check the reading
  • Your warranty desk decides every rejection and every goodwill repair. The automation books the claims that pass every check and sends the rest to a person
  • Warranty terms differ by model and year of sale. Someone on the service team owns the terms table and updates it with each new model
  • The service app asks the customer to agree to WhatsApp updates, and the assistant says it is automated in its first message

Read more

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