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See It in Action: Transforming Customer Experiences with SAP Business AI

<div id="content"><p tabindex="0">Walk through a seamless journey as a B2B customer and witness how Intelligent CX with SAP Business AI transforms the experience</p><div class="kalturaVideoLessonWrapper"><div aria-label="Transforming Customer Experiences with SAP Business AI" class="kalturaVideoLessonContainer" data-testid="video" id="1_buyptjfu"></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">How Intelligent CX and Business AI, provides a seamless B2B digital purchasing experience. This includes browsing, cart building, issue resolution and receiving customized offers.</li><li tabindex="0">How SAP CX with embedded Business AI is used to improve product data, respond to queries, foresee and mitigate issues and create personalized campaigns, in order to streamline operations and improve customer interactions and loyalty.</li></ul></div></div>

SAP CX Business AI B2B Value Journey

Introducing SAP Business AI for SAP Customer Experience

Transforming Customer Experiences with SAP Business AI

In this video, we will walk through a seamless journey as a B2B customer and witness how Intelligent CX with SAP Business AI transforms the experience. Over to you, Ria. Meet our buyer, Maria. Maria is a merchandising manager for a regional retailer, and she's been working on updating her company's portfolio for the fall season. I'll be walking you through Maria's seamless journey as an Elevate Furniture customer. Then, I'll show you how Elevate is using Intelligent CX with Business AI to power their exceptional B2B digital experience and streamline their team operations. Maria starts off by visiting Elevate's supplier website to add some modern-designed velvet sofas to her company's fall catalog blog. She's extremely impressed with Elevate's website. It's so much better than other B2B supplier sites that she's visited before. She searches on their website for the modern velvet sofa she needs and sees one that fits her fall offering perfectly. Maria first double checks to make sure that it actually fits within her criteria and confident that this is the one. She starts building a cart with the inventory she needs. But before she completes her order, she remembers that her account manager told her about this new fabric she should consider. So she sets a reminder to ask about it and leaves the website. But the next morning, the account manager sends her an email to see if she needs any help with her order. They answer all her questions and help her place her order. Then a few days later she gets another email from the service team who helped her avoid a potential delivery related issue and from then on, Maria gets special emails with great seasonal offers. She loves the personal touch. Now let's take a moment to think whether it's B2B or B2C. Your customer experience should always be this easy, but making it happen isn't that easy. That is why we have built Intelligent CX with Business AIi to help you anticipate, automate, and personalize every single interaction. Now let's go and see how elevate teams help make this a reality. Starting off with Marco, a category manager at Elevate. Marco uses Generative AI to improve efficiency and enrich catalog data in SAP Commerce Cloud, using Intelligent Attribute Detection, AI analyzes the images and descriptions of the products in his catalogs to identify missing attributes. All Marco needs to do is review the AI recommended attributes, and then with just a single click, he can save them back into Commerce Cloud. These attributes improve the commerce search experience and are the reason Maria was able to find what she needed in just a few clicks. Next, he can generate a product description by using these new attributes, selecting a tone and other product details from Commerce Cloud. With thousands of products in his portfolio, this process used to take him hours. Now Marco does it within just minutes, giving him the ability to create new product descriptions for every season to help improve engagement with customers like Maria. If you remember when Maria abandoned her cart, her account manager, Terry, and the service team jumped into action. Terry uses SAP Sales Cloud to understand his accounts and proactively build relationships with them. On the left side of the screen, Terry sees the latest highlights in Maria's account from across the business. Seeing a new abandoned cart activity from SAP Commerce Cloud prompts him to catch up on Maria's account. The embedded AI summary gives him a quick rundown of everything he needs to know in a format that he can quickly understand. With this info, Terry sends Maria a personalized email to help with her abandoned order. And when Maria has more questions, AI helps Terry answer them quickly. Terry uses Joule, the new AI co-pilot from SAP to make his everyday tasks simpler. With the help of Generative AI, key information in Maria's email is summarized. Joule then makes Terry aware of Maria's questions and proposes an answer using trusted internal sources. So he has an answer to Maria immediately. So imagine how much more productive and effective Terry can now be. Now, let's see how the service team helps maintain customer satisfaction after Terry closes the sale. Janet, a customer service agent at Elevate, uses SAP Service Cloud to get ahead of issues like Maria's delayed shipment. Here on the Service Cloud home screen, you can see a new case notification. A delayed shipment event in S/4HANA triggers a case and routes it straight to Janet so she can proactively address this issue. Using Joule, Janet is provided with a unified, AI-driven customer summary powered by the data in SAP's Customer Data platform, turning complex, enterprise-wide data into value customer insights for the frontline reps. So now, Janet has more time to focus on her top priority, helping her customers. Now that she's up to speed on the account, instead of spending time crafting her email to Maria, she uses Generative AI to draft an email that includes both case details and existing enterprise knowledge, getting a personalized note to Maria so they can find the right solution together. Finally, let's look at how the marketing team at Elevate Furniture build targeted campaigns that drive sales by keeping customers like Maria loyal and engaged. Ratul, a marketing lead at Elevate, uses the SAP Customer Data platform to connect data from every possible source in their business so they can get a full picture of each customer and focus on their highest value customers. Here in CDP, he can create a personalized customer segment to be used for marketing campaigns, just like the proactive campaign for Maria's account due to her order-related issue. But any campaign is only just as good as its content, which can take weeks and several resources to build. Ratul uses the Visual Content Editor in SAP Emarsys to build a personalized offer for Maria and customers like her. He doesn't even need a dedicated copywriter to create the campaign. Instead, he uses embedded Generative AI to draft the content and a compelling subject line based on the email's content. Maria has a fantastic experience that makes her keep coming back. This everyday scenario shows how you and your customers can experience more with an adaptive technology landscape connected across departments and systems, all powered by Business AI. All of this is an experience SAP CX is here to help make happen. Experience more with SAP Business AI and Intelligent CX.