We have all heard of "automated" support features, but as artificial intelligence (AI) has continued to advance, the support landscape is shifting to focus on the possibility of "autonomous" support. What exactly is the difference? Here, Jens Trotzky, head of Artificial Intelligence Technology for SAP Support, discusses the role of AI in the development of autonomous support, and how SAP innovation is helping to make it a reality. A: Most customer support resources available today – even some of the most sophisticated – are considered automated in some capacity. In a nutshell, automated support is predictive technology that is pre-scripted by support engineers based on a fixed set of standards and defining factors.