Exploring CX AI Toolkit

SAP CX AI Toolkit is a solution designed to streamline and automate various customer experience tasks across the enterprise. It leverages cutting-edge AI and data analysis to save time and uncover valuable insights. Joule is the AI copilot which provides an interface for accessing the SAP CX AI toolkit.

Some of the highlights of the SAP CX AI toolkit are:

Role-Specific AI Tools:

The SAP CX AI Toolkit includes AI-powered capabilities for key CX functions like customer communication, record summarization, object detection, image recognition, etc. These tools are tailored to specific roles, enabling teams to work more efficiently.

Data Protection:

Data security and privacy are critical for any enterprise. SAP CX AI Toolkit provides robust personal data protection and zero data retention, ensuring sensitive data remains secure.

Multiple Data Sources:

The SAP CX AI Toolkit can pull and analyze data from various systems, including Sales, Service, Commerce, CDP, and Microsoft 365, generating insights across touchpoints.

Configurable Tools:

The data sources, generation tools, and prompt templates are configurable, allowing you to build tailored solutions to meet your specific needs.

Sales teams can leverage the SAP CX AI Toolkit to combine various data sources like emails, chats, and sales data to uncover valuable insights, generate relevant content, and deliver highly effective sales engagements.

Key SAP CX AI Toolkit capabilities in Sales Cloud Version 2 are:

Intelligent Q&A is a powerful tool that can help you find precise answers to work-related questions using its comprehensive understanding of your organization's content, including past emails, conversations, and files.

Business Benefits:

• You can find quick answers with a single click to questions related to your customer/opportunities, etc
• Provides trustworthy answers because it is grounded in your organization's information; you can also see the source of information provided.
• Helps resurface the information buried in long email chains.

Smart actions are proposed based on your interactions. It can help optimize your calendar using smart scheduling. It can also provide record summarization.

Business Benefits:

• Saves time and ensures efficient allocation of appointments with personalized AI responses.
• Combines CX business data and personal data to generate AI summaries for customers, accounts, and opportunities, which provide a quick overview of current status and key concerns.
• Detects the relevant questions based on interactions and provides answers with a single click.

AI tools produce high-quality content by utilizing prompts and CX data for specific sales functions such as summarizing an Opportunity, drafting a prospecting e-mail, generating questions for a discovery call, etc.

Business Benefits:

• Saves time and effort for the sales team by generating Account summary, Opportunity summary, Meeting summary, etc.
• Generates a personalized prospecting email for effectively pursuing a lead.
• Helps the sales team prepare for the discovery call by generating a set of relevant and insightful questions.
• Helps the sales team draft a follow-up email based on a meeting.

In this video, we will go through the SAP CX AI Toolkit capabilities using the Chrome extension for Joule.