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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

Understanding SAP Business AI for SAP CX

<div id="content"><p tabindex="0">Discover how SAP Business AI is revolutionizing the way businesses operate with intelligent CX. Learn about the immense potential of generative AI and its impact on operational efficiency.</p><div class="kalturaVideoLessonWrapper"><div aria-label="Discover SAP Business AI for SAP CX" class="kalturaVideoLessonContainer" data-testid="video" id="1_7g9v7w7m"></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 CX with Business AI offers a robust intelligent industry-focused solution that connects critical SAP, backend, and frontend SAP CX solutions to deliver unmatched customer experiences with a focus on profitability.</li><li tabindex="0">SAP CX offers AI solutions across multiple areas of a business including commerce, customer engagement, customer data, sales, and service to increase efficiency and profitability. The company's intelligent AI-driven solutions are based on a common foundation that facilitates seamless integration between front-end and back-end data, ensuring consistent customer experience across all touchpoints.</li></ul></div></div>

Intelligent SAP CX with Business AI

Introducing SAP Business AI for SAP Customer Experience

Discovering SAP Business AI for SAP CX

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. In today's fast-paced business landscape, companies find themselves in a constant struggle to meet the evolving expectations of their customers. The modern definition of customer experience encompasses a wide range of factors, from 24-hour online availability and personalized products to data privacy and real-time system adaptation. Customers now expect immediate resolutions to issues such as store credit, canceled subscriptions, and various other requests. Furthermore, aligning people, processes, and technology across the entire customer journey has become essential for driving revenue and satisfying shareholders. However, the real challenge lies in balancing automation and human touch. Organizations must embrace AI to automate low-value tasks while ensuring that they continue to deliver high -quality interactions that meet customer expectations. To succeed in this dynamic landscape, companies must adapt to customer preferences, engage through various channels, and harness the potential of Generative AI to transform data interactions. The shift towards self-service by customers necessitates a re-evaluation of traditional manual processes and sales representative interactions, making it imperative for businesses to evolve and stay ahead. Exceptional customer experiences are essential to building loyalty and repeat sales, but it's challenging and time-consuming for every team involved. Identifying the right things to focus on is a challenge with high volumes of inquiries, support tickets, sales leads, and marketing interactions. Customer understanding involves pulling data from different silos, making it hard to tailor communications, recommendations, and experiences to each customer. Manual updating of product catalogs, finding order information, writing follow-up emails, or building campaign content tends to pull teams away from more strategic and higher impact work. So let's discuss the specific needs of various teams when it comes to AI and automation, and how we can address both their needs and challenges effectively. Let's dive into each department's focus. For our sales team, AI can be a game changer. The aim is to leverage AI to pinpoint the best opportunities to focus on. By analyzing past deals, AI can help understand which ones are more likely to close and guide the sales team on the next best actions to progress deals forward. However, they face challenges like being overwhelmed with data entry and manual processes for customer insights, which AI can streamline. Moving on to customer service, AI can help by identifying which tickets should be prioritized and suggest the next best actions for Swift resolution. It can also assist in reducing time spent on data entry, allowing our team to focus more on the human aspect of service. Nonetheless, our challenges here include time -consuming manual processes and the need for quick access to relevant knowledge to resolve issues. In marketing, the role of AI is to personalize campaigns to better engage the right audience and to ensure that we segment our customers accurately. High-quality content powered by AI can significantly increase campaign effectiveness. The challenges lie in the allocation of time and resources, identifying trends quickly, and understanding customer nuances to personalize content effectively. Lastly, for e-Commerce, AI can provide a personalized ordering experience, suggest relevant product recommendations, and manage catalogs efficiently. The e-Commerce team struggles with the sheer volume of products, competing priorities, and manual processes in catalog management. AI and automation offer immense potential to enhance productivity and decision -making across teams. Our goal is to implement solutions that turn these challenges into opportunities, ensuring that every team has the tools they need to excel. Let's explore the critical challenges organizations face as they scale business AI initiatives. These challenges are not just technical, but also organizational and procedural. A common hurdle is that organizations often find themselves starting from scratch with each new AI project. This reinventing the wheel approach is inefficient and costly. The solution lies in developing standardized processes that can be replicated and improved upon over time, much like software development has evolved with methodologies like Agile and DevOps. As AI scales, the demand for skilled professionals outpaces supply. Organizations must focus on upskilling existing staff, attracting new talent, and cultivating a culture of continuous learning to bridge the expertise gap in areas such as data science, machine learning, and AI ethics. Organizations require a suite of tools that are not only powerful but also interoperable with existing systems. These tools should cater to various personas in the organization, from data scientists to business analysts, ensuring they can collaborate effectively. A robust AI infrastructure that supports model development, deployment, monitoring, and governance is vital. By addressing these three key areas, customers and partners can streamline our AI initiatives and drive innovation at scale, data and AI are at the heart of the Intelligent CX strategy. SAP is responsible for the business-critical data of customers in across the world. Any AI algorithm is only as good as the data it operates on. Building AI on operational and contextual data that lives in SAP in a responsible, secure, compliant, and consent-first manner ensures SAP can provide the most relevant and timely insights. The potential for AI to help you understand your customers, respond quickly and accurately to their needs, and free up your teams for higher value work is powerful. Leveraged in the right ways, it can help you build loyalty and an industry-leading brand. Intelligent CX from SAP uses Business AI to anticipate, automate, and personalize every customer interaction across commerce, sales, service, and marketing. Propensity models help anticipate customers' next action and the content that will be most relevant to them. This content is then served at the exact right moment of interaction in any channel, increasing the profitability of each interaction. Generative AI, combined with the context of business data and processes, help marketing, sales, and service teams automate time-consuming tasks and gain valuable information from the wealth of data that lives in SAP. Get the most value out of AI while maintaining the highest level of security, privacy, compliance, and ethics. This starts a new era of enterprise management with SAP. SAP Business Suite is not just a collection of solutions. It is a transformation engine that drives innovation and continuous improvement. First, SAP offers unparalleled applications. These business applications and technology platforms integrate every process end-to-end. This integration ensures that every action generates trusted, business-critical data at its source. Next, SAP provides unmatched data management. We centralize, harmonize, and enrich this data in the SAP Business Data Cloud. Regardless of where it is generated, whether from SAP or non-SAP systems, we unify it into a single source of truth. This data becomes contextualized, reliable, and accessible, fueling advanced AI-driven insights. Third, SAP delivers unrivaled AI capabilities. SAP Business AI goes beyond basic automation. Through Joule, our AI co-pilot, employees can orchestrate intelligent agents to collaborate across functions. This breaks down silos and drives real -time cross-enterprise optimization. Unlike others who deploy AI in isolated pockets, SAP integrates AI throughout your organization, unlocking value and resilience at scale. As AI refines processes, it generates richer data that fuels even smarter decisions. This creates a virtuous cycle of innovation that no one else can match. In summary, SAP Business Suite integrates applications, centralizes data, and leverages advanced AI to drive continuous improvement and innovation. Experience the transformation and unlock the full potential of your enterprise with SAP. Let's look at how customers can increase productivity across the SAP CX portfolio with proactive and contextually aware AI, improving customer experience across the business, not just within applications. Reduce costs with a real-time service platform, which enhances resolution with predictive, automated, and agent-assisted interactions. AI provides actionable insights and optimizes transactions with a deal prediction engine. This accelerates the sales cycle and improves closure rates. Regarding customer data, Business AI uniquely identifies each consumer and intelligently activates relevant data in real time across customer-facing and back-office operations, directly impacting top-line growth. In the domain of customer engagement, AI's data-driven personalization across omnichannel journeys enriches the customer experience, thereby extending their lifetime value with the brand. Drive profitable commerce outcomes with agility across any business model at scale. These key outcomes demonstrate how business AI not only supports but actively propels our business strategies, ensuring that our operations are efficient and our customer engagements are deeply personalized and more profitable. So in summary, we have explored how SAP Customer Experience is incorporating business AI to gain insights, automate tasks, and provide better customer experiences. We've discussed the challenges organizations face and how business AI can benefit sales, customer service, marketing, and e-Commerce teams to improve customer interactions and operational efficiency.