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cleanFiles/bookmap_SAP_Business_AI_Essentials_-_Customer_Expe_en-US_learning-sap-com_lsc-prod.zip (MMCP-DROPZONE) - 2025-05-16T21:21:06.000Z

Exploring CX AI Use Cases and RoadMap

<div id="content"><p tabindex="0">Leverage specific AI use cases to expand the value proposition of SAP Customer Experience solutions.</p><div class="kalturaVideoLessonWrapper"><div aria-label="Exploring SAP Customer Experience Business AI Use Cases" class="kalturaVideoLessonContainer" data-testid="video" id="1_e2ou6yoq"></div></div><div tabindex="0"><h3>Let’s summarize what you’ve learned:</h3></div><div class="formalblock"><ul style="list-style-type:disc"><li tabindex="0">SAP Customer Experience is using Business AI across different solutions to enhance the shopping experience, automate low value, high volume tasks, personalize customer service, improve marketing campaigns, and make data-driven decisions for customer loyalty</li></ul></div></div>

SAP Customer Experience Business AI Use Cases.

Introducing SAP Business AI for SAP Customer Experience

Exploring SAP Customer Experience Business AI Use Cases

Welcome to this lesson where we will look at how SAP customer experience is infusing business AI to unlock valuable insights, automate high-volume, low-value tasks, and enable businesses to achieve even more value faster. Let us take a look at how SAP Business AI is revolutionizing customer experience across different domains within our organization. In the solution area of commerce, AI is transforming the shopping experience. It enables dynamic ordering experiences by recommending products based on a customer's past interactions and business priorities. Visual search capabilities enhance this further by allowing customers to find products using images. Moreover, AI automates the generation of product tags and descriptions, streamlining catalog management, and enhancing searchability. Turning to sales, AI facilitates task automation and provides strategic insights. It helps in scoring leads and opportunities, as well as recommending the next best actions to take. AI tools are capable of proactively identifying customer queries and analyzing sentiments and relationship statuses, thus personalizing the customer journey. It also assists in generating natural language summaries for accounts and contacts and crafting tailored sales emails. In customer service, AI enables rapid support by categorizing and summarizing cases and detecting customer sentiment in emails, which allows for more personalized and effective responses. It can also recommend similar cases and next best actions, reducing resolution times. Moreover, it can generate emails based on case and customer information, ensuring consistency in communication. For marketing, AI powers personalized campaigns that significantly increase conversion rates. It targets customers based on predicted behaviors or affinities and recommends content based on cross-channel interactions. AI also optimizes send times for campaigns based on customer preferences and accelerates campaign creation with generative AI tools. In the realm of customer data, AI enhances security and data -driven decision-making by identifying potential security threats and modeling for customer lifetime value and churn risk. Industry-specific AI and ML capabilities accelerate the deployment of advanced analytics. SAP Business AI drives profitable growth and improves customer loyalty by enabling AI-driven processes that deliver exceptional experiences. Let's have a brief look at some of these use cases in action. With intelligent selling services for SAP Commerce Cloud, Predictive AI is powering real-time personalization, recommendations, and merchandising to help drive conversions. We've all been online shopping, overwhelmed with choices, and struggling to find the right products. This is what e-commerce teams are up against. The AI infused in Commerce Cloud helps you anticipate and automate the right product recommendations to deliver personalized shopping experiences. Ask any sales rep about the manual efforts required to gather and analyze data and the limitations of relying on traditional methods for gathering information about clients and contacts. It's a grim picture. With GenII-powered account and contact summaries in SAP Sales Cloud, every sales rep can know their accounts and customers like they're their only one. For example, you're about to reach out to a new contact. Our AI provides you with a snapshot of who they are and their relevance to your sales efforts, giving you key information like title and role, but also more nuanced details including the fact that they attended our webinar and graduated from the same university as you. With SAP Service Cloud, service agents can automatically draft an email response that includes case details to quickly respond to customer needs and move on to the next case. Agents have an overwhelming volume of complex customer inquiries daily, needing to quickly grasp what's going on with each new case and deliver professional responses with the correct details in a timely manner. That's a tall task. Features like case summarization and email generation help agents instantly grasp the issue, leading to quicker, more accurate responses, and eliminate manual responses, ensuring consistent, trustworthy answers, saving time for agents and customers alike. For example, picture a situation where a customer contacts with a common query, such as checking the status of their order. Our email generation feature can be used. It leverages our company's extensive knowledge base to generate email drafts. For example, if a customer asks about their order status, the system can automatically craft a response with the relevant details. With SAP Service Cloud, service agents can automatically draft an email response that includes case details to quickly respond to customer needs and move on to the next case. Agents have an overwhelming volume of complex customer inquiries daily. needing to quickly grasp what's going on with each new case and deliver professional responses with the correct details in a timely manner. That's a tall task. Features like case summarization and email generation help agents instantly grasp the issue, leading to quicker, more accurate responses and eliminate manual responses, ensuring consistent, trustworthy answers, saving time for agents and customers alike. For example, picture a situation where a customer contacts with a common query, such as checking the status of their order. Our email generation feature can be used. It leverages our company's extensive knowledge base to generate email drafts. For example, if a customer asks about their order status, the system can automatically craft a response with the relevant details. Amarsis Customer Engagement provides predictive AI that allows marketers to reach customers anywhere at just the right moment with precisely tailored product and content suggestions. We've all received irrelevant ads or emails that just don't resonate with us. This is what marketers are up against. Features like predictive customer segments, send time optimization, channel personalization, and predictive recommendations are a core part of the product, helping marketers anticipate and automate many of the factors involved in running marketing campaigns that capture attention and convert. eMars' customer engagement provides predictive AI that allows marketers to reach customers anywhere at just the right moment with precisely tailored product and content suggestions. We've all received irrelevant ads or emails that just don't resonate with us. This is what marketers are up against. Features like predictive customer segments, send time optimization, channel personalization, and predictive recommendations are a core part of the product, helping marketers anticipate and automate many of the factors involved in running marketing campaigns that capture attention and convert. With Customer Data Platform, predictive AI is heavily focused on real-time insights to help make data-driven decisions. Businesses are drowning in data, but often lack the tools to extract meaningful insights. Struggling with manual processes and disconnected data sources, our platform serves as a bridge, connecting front and back office data with industry intelligence. Features including predefined predictive models with industry intelligence help service teams automate many of the factors involved in resolving a case and supporting customer loyalty. For example, you can utilize a model that will help predict customer churn risk to segment those customers into a marketing campaign with a compelling offer, helping get ahead of churn and increase retention. With Customer Data Platform, Predictive AI is heavily focused on real-time insights to help make data-driven decisions. Businesses are drowning in data, but often lack the tools to extract meaningful insights. Struggling with manual processes and disconnected data sources, our platform serves as a bridge, connecting front and back office data with industry intelligence. Features including predefined predictive models with industry intelligence help service teams Automate many of the factors involved in resolving a case and supporting customer loyalty. For example, you can utilize a model that will help predict customer churn risk to segment those customers into a marketing campaign with a compelling offer, helping get ahead of churn and increase retention.