Using the CX AI Toolkit and AI Agents in SAP Sales Cloud V2 

Objective

After completing this lesson, you will be able to configure the Gen AI and the integration between SAP CX AI Toolkit and SAP Sales Cloud Version 2.

SAP CX AI Toolkit

SAP CX AI Toolkit is a solution designed to simplify and automate various customer experience tasks across the enterprise. It uses cutting-edge AI and data analysis to save time and uncover valuable insights. Joule is the AI copilot that offers an interface to the SAP CX AI toolkit.

Let’s check some of the highlights of the SAP CX AI Toolkit.

The SAP CX Toolkit highlights Role-Specific AI, Configurable Tools, Data Protection, and Various Data Sources.

Role-Specific AI Tools: The SAP CX AI Toolkit includes AI-powered features for key CX functions. It includes customer communication, record summarization, object detection, and image recognition. These tools tailor to specific roles, enabling teams to work more efficiently.

Data Protection: Data security and privacy are critical for any enterprise. SAP CX AI Toolkit offers strong personal data protection and zero data retention, guaranteeing sensitive data keeps safe.

Various Data Sources: The SAP CX AI Toolkit pulls and analyzes data from various systems. It includes Sales, Service, Commerce, CDP, and Microsoft 365, generating insights across touchpoints.

Configurable Tools: The data sources, generation tools, AI Agents, and prompt templates are configurable, enabling the creation of tailored solutions to meet specific needs.

SAP CX AI Toolkit in SAP Sales Cloud Version 2

Sales teams use the SAP CX AI Toolkit to combine data from sources. It includes emails, chats, and sales data to uncover valuable insights, generate relevant content, and deliver highly effective sales engagements.

Note

Customers need to purchase a CX AI Toolkit licence to use the SAP CX AI Toolkit, also to the SAP Sales Cloud Version 2 licence.

Let’s check the SAP CX AI Toolkit features in Sales Cloud Version 2.

Intelligent Q&A

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

The home page shows the Joule window with the Intelligent Q&A tab showing a question and the answers offered by Joule.

Business Benefits:

  • Find quick answers with a single click to questions related to customers/opportunities, and more.
  • Offer trustworthy answers because they’re grounded in the organization’s information. Also, see the source with each piece of information.
  • Help resurface the information buried in long email chains.

Smart Actions

Smart actions are based on your interactions. It helps maximize the calendar by using smart scheduling and summarizing records.

The home page shows the Joule window with Smart Actions showing in the Joule window. It includes the emails of users over the last seven days, and the Smart Actions and records the system deleted.

Business Benefits:

  • It saves time and guarantees an efficient allocation of appointments with customized AI responses.
  • It combines CX business data and personal data to generate AI summaries for customers, accounts, and opportunities. Also, it offers a quick overview of the current status and key concerns.
  • It identifies relevant questions from interactions and offers answers with a single click.

Sales AI Tools

AI tools generate high-quality content using prompts and CX data for specific sales functions, such as summarizing an Opportunity, drafting a prospecting e-mail, generating questions for a discovery call, and so on.

The home page shows the Joule window with AI Tools showing in the Joule window. It includes the summary and inputs.

Business Benefits:

  • It saves the sales team time and effort by generating Account, Opportunity, and Meeting summaries, among other things.
  • It generates a customized prospecting email for effectively pursuing a lead.
  • It helps the sales team prepare for the discovery call by generating a set of relevant and insightful questions.
  • It helps the sales team draft a follow-up email based on a meeting.

Explore Joule and CX AI Toolkit in SAP Sales Cloud Version 2

Let’s watch this video about the SAP CX AI Toolkit and how to use the Chrome extension for Joule.

CX AI Toolkit Agents in SAP Sales Cloud V2

AI agents are smart software programs designed to automate tasks with minimal human intervention. They analyze data, understand context, learn from outcomes, and work autonomously to achieve business goals. Unlike traditional software, AI agents understand nuanced requests, identify patterns in complex data, and improve performance over time.

CX AI Toolkit Agents run in the background and handle specific AI programs. They operate in the background and automate repetitive business processes. Also, they offer intelligent data analysis within SAP Sales Cloud V2. These agents follow established rules and workflows, executing tasks automatically based on specific triggers.

Access the CX AI Toolkit Agents from the CX AI Toolkit application.

The CX AI Toolkit page shows AI Agents, including their names, descriptions, source applications, last modified dates, and how to create and activate them, among other details.

Core Characteristics:

  • Automate routine tasks using an established trigger.
  • Increase sales efficiency by automatically generating quotes from incoming emails.
  • Summarize Sales Opportunities linked to an Account.

Common Use Cases:

  • Case Classification Agent: It automatically analyzes new customer service tickets or cases and classifies them according to the company's business requirements.
  • Q&A Agent: It answers customer questions using natural language and enterprise knowledge.
  • Quote Creation Agent: It transforms email requests into ready-to-send quotes.

Let’s watch the following video and learn how to use CX AI Toolkit agents in SAP Sales Cloud V2.

Summary

Here are the primary topics developed in this lesson:

  • SAP CX AI Toolkit Overview: A solution that automates and improves customer experience tasks using AI and data analysis, accessible through the AI Copilot Joule.
  • Role-Specific and Configurable Tools: It offers AI-powered key features such as communication, summarization, and image recognition, tailored to specific roles and customizable to meet business needs.
  • Data Security and Multi-Source Integration: This solution guarantees strong personal data protection with zero data retention and integrates data from Sales, Service, Commerce, CDP, and Microsoft 365 to deliver comprehensive insights.
  • Key Features in Sales Cloud V2: It includes Intelligent Q&A for quick and trustworthy answers from organizational data. Also, it includes Smart Actions for scheduling and summarization, and Sales AI Tools for generating summaries, emails, and discovery call questions.
  • Licensing and Access: It needs a separate CX AI Toolkit license and SAP Sales Cloud V2. Joule offers a user-friendly interface to access these AI features.
  • CX AI Toolkit Agents: It automates repetitive tasks and offers intelligent data analysis in the background, freeing up sales representatives' time.

Learning

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