Bring together ERP and CX data and processes to unlock the potential of AI in customer service.
Customer service is one of the areas benefiting most from AI. AI has the potential to improve both customer and agent experience while increasing efficiency and reducing cost. There are three main ways in which AI can enhance customer service. It can:
- Dismantle organizational silos
- Ensure seamless data flow, and
- Integrate customer processes for flawless execution
SAP Service Cloud is an intelligent customer service solution that helps you build connected, insightful, and adaptive customer service. It helps you connect channels, people, and processes to quickly solve customer issues. It provides AI insights and automation for speed and efficiency SAP Service Cloud also enables you to adapt and thrive in the era of constant change.
Bringing together ERP and CX data and processes unlocks the potential of AI in customer service. You can:
- Improve agent productivity by replacing manual work with automated workflows
- Speed up issue resolution by giving your agents access to backend data and processes
- Increase service efficiency with AI that harnesses the most relevant data in your organization
- Enhance customer loyalty by delivering service excellence
Embedded Intelligence in the Service Process
With SAP Service Cloud, artificial intelligence is not just an add-on but an integral part of the whole service process. This image provides an overview of how AI can support in different phases.
- The case creation phase begins with language detection and categorization, which helps save agents time and reduce manual tasks. Additionally, cases can be automatically generated from incoming emails.
- In the agent assignment and case pre-analysis phase, email sentiment analysis and email translation further help prioritize and handle the cases.
- In the next phase, the agent works to resolve the case. Here, the case summarization helps quickly ramp up on a new case. The summarization generates an interaction summary from multiple interactions between the customer and the service agent. Similar case recommendations help the agents find the right solution to a new case.
- In the subsequent step, generative AI supports agents when interacting with customers. The agent can draft an email with generative AI, choose the tone, and modify it before sending it. When the agent replies to the customer, the profanity check ensures correct language.
Base and Premium AI Capabilities
SAP CX Business AI is categorized as "base" or "premium." Base AI in SAP Service Cloud, such as business entity extraction and case categorization is provided out of the box at no additional license cost.
By purchasing SAP AI Units, users can consume embedded premium generative AI features, such as case summarization and automated e-mail drafting.
The SAP CX AI Toolkit offers additional Premium AI capabilities that can be accessed through a common interface and back-end as an add-on for SAP Customer Experience customers. These capabilities are designed to integrate seamlessly into SAP Service Cloud, delivering proactive and contextual insights from relevant business data, including documents, emails, calendars, and meetings.
Case Categorization
Category pre-population via Machine Learning
Let’s explore the base AI capabilities that SAP Service Cloud offers:
Categorize and Prioritize Cases: This feature enhances agents’ productivity by automatically categorizing and prioritizing incoming cases based on model accuracy. It saves time for service agents by rapidly sorting cases into the most frequently used categories. By analyzing past cases and the category catalog, the integrated machine learning capability learns how an organization categorizes its cases. This process of pre-populating categories is powered by machine learning.
Similar Case Recommendations
Recommend cases similar to the current one
Similar Cases: This feature finds solutions from similar cases from the past that can be applied to the current case. The machine learning algorithm scans the subject and description of categorized cases over the last 12 months, and returns the top three most similar cases to the current case.
Profanity Check
Warn the agent if email reply contains a profane language
Profanity Check: The Profanity Check feature in SAP Service Cloud is designed to detect and manage offensive or inappropriate language within user-generated content.
Case Topic Analyzer
Case Topic Analyzer: The Case Topic Analyzer in SAP Service Cloud is a feature designed to help service agents and managers handle customer issues more efficiently by providing contextual insights and recommendations. It uses natural language processing (NLP) to analyze the text of customer service cases. It automatically identifies key topics, subject areas, and sentiment from the case description. The data gathered by the Case Topic Analyzer can be used for reporting and analytics. This allows service managers to identify trends, common issues, and areas for improvement in the service process.
Case Summarization
Generate an interaction summary from multiple interactions between customer and service agent
Using SAP Service Cloud, you can create a comprehensive summary of multiple interactions between customers and service agents. Here's an overview of how utilizing the case summarization feature can significantly minimize manual labor and reduce support costs.
| Challenges | Solution | Benefits |
|---|---|---|
| When a case is being handed over from one processor or team to another, new processor/team needs to go through each conversation to understand the case history | Enhanced SAP Service Cloud Version 2: Streamlines the support process making it easier for service agents to focus and speed up processing of cases | A quick read when case is being handed over from one processor or team to another. |
| When a service manager wants to quickly get an update about a case, he/she needs to glance through all the interactions in the respective case | Case Summarization: This feature automatically creates a summary from all the inbound and outbound interactions between the customer and service agent and avoids scrolling through each interaction | Helps to quickly glance through than reading the entire history of back and forth conversation |
This feature generates comprehensive account summaries that combine key customer data and interactions. It uses Natural Language Processing (NLP) to summarize the text in the subject field and email interactions.
Email Draft Recommender
Using SAP Service Cloud, you can draft an email response based on the previous interactions and the purpose of the email. Take a glimpse at the following table to learn how using an Email Draft Recommender generates accurate emails with correct grammar allowing you time to focus on other productive tasks.
| Challenges | Solution | Benefits |
|---|---|---|
| An email or an email response to be sent to a customer has to be contextual and cannot always be fulfilled by a static email response template | Enhanced SAP Service Cloud Version 2: Streamlines the support process making it easier for service agents to focus on processing of cases | Saves time and effort for Service Executives which is spent on drafting emails and helps to focus more on other productive tasks |
| Drafting an email from scratch is often time-consuming and prone to spelling/grammatical errors | Email Draft Recommender: Generates a response email based on the previous email reply and purpose selected by the user for which an email needs to be drafted | Generates emails accurately with correct spellings and grammar without having to worry about spell check and corrections |
Email Draft Recommender assists in drafting emails by leveraging historical interaction data and email intent. It aligns with established communication styles and business contexts to generate appropriate responses.
SAP CX AI Toolkit
Automate time-consuming tasks and quickly analyze data from across your business
SAP CX AI Toolkit is a powerful 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, including:
- Role-Specific AI Tools: The toolkit includes AI-powered capabilities for key CX functions such as customer communication, record summarization, object detection, image recognition, and more. These tools are tailored to specific roles, enabling teams to work more efficiently. Additional functionalities will be added in the future.
- Joule Agents: Using Joule agents, you can automate tasks and augment employees with proactive information and action built into your CX workflows.
- AI Wherever You Are: These capabilities are accessible from the web, mobile apps, browser extensions, and even embedded directly into maps for a seamless user experience. Putting AI at your fingertips.
- Configurable AI Tools: No rigid one-size-fits-all here. The data sources, generation tools, and prompt templates are fully configurable, allowing you to build tailored solutions to meet your specific needs.
- Enterprise Data Protection: Data security and privacy are critical. SAP CX AI Toolkit provides robust personal data protection and zero data retention, ensuring sensitive data remains secure.
Vision for SAP CX AI Toolkit
We've created a comprehensive solution that integrates across web applications, Chrome extensions, and embedded experiences.
The toolkit includes capabilities including AI Tools, Intelligent Search, AI agents, Content Creation, Q&A, and a Custom Tool Builder, all built on a foundation of AI Services and supported by robust integration, security, data privacy, and ethical frameworks. Let’s discuss these capabilities in detail.
Deliver Current and Consistent Answers
Turn customer interactions into knowledge
Intelligent Q&A is a powerful tool that can help you find precise answers to work-related questions by using its comprehensive understanding of your company's content. This includes past emails, conversations, and files.
Gain a Full View of each Customer
Improve customer interactions through insights
Intelligent Customer Profile saves users time with AI-generated customer profile summaries.
SAP CX AI Toolkit utilizes large structured data from the customer data platform to generate a summary that is easy to comprehend.Users can review this summary to obtain a 360-degree view of the customer, exposing valuable, consumable information that can be used at every engagement.
Through CDP and CRM integrations, you can uncover insights with a 360-degree view of every customer and quickly view segment data and profile summarization while engaging with customers.
Service AI Tools
Service-role specific prompts designed to save agents' time
Service AI tools produce high-quality content by utilizing prompts and CX data for specific job functions. Using these tools, you can:
- Generate a customer response: With a click of a button, you can suggest a call, resolve the issue, or request more information
- Write a case overview: Align your organization on customer issues, pathway to resolution, sentiment, and responsiveness.
- Write knowledge articles: Generate knowledge articles based on Service Cloud cases.
Build your own AI Tools
AI for your unique business needs
SAP AI Tool Builder lets administrators create custom tools tailored to their team's specific needs. Users can connect these tools directly to CRM data to utilize real-time information. SAP's enterprise-grade trust layer ensures complete data security and zero retention of sensitive information. The AI Tool Builder is designed to be powerful yet intuitive, requiring no coding knowledge to create sophisticated AI tools.
You can empower admins to create custom generative AI tools for business users that accomplish the following:
- Ground your AI Tools with CRM data via merge fields to meet your complex business needs
- Develop custom AI tools using SAP’s trust layer, obfuscating PII, ensuring zero data retention by LLMs, and preventing bias
- Access your custom AI tools from anywhere through the CX AI Toolkit extension
Extend your Source Applications
Extend and improve answers with your own data sources
Customers can index and utilize information from any business systems. Legacy systems, custom applications, and specialized databases can feed SAPs AI tools. The integration process is straightforward. Customers connect data sources, and SAP systems handle the indexing and integration automatically.
This makes SAP AI tools significantly smarter, with access to the customers knowledge base. Every query becomes more accurate and every response more relevant to their specific business context.
Customer data sources can empower users by using your unique business data to generate intelligent questions and answers. You can index custom information when your application isn't natively supported by the CX AI Toolkit. Custom data sources provide a way to extend functionality to meet your specific business needs.
Multi-Language LLM Support
Use AI in the language you prefer
SAP CX AI Toolkit supports multi-language LLM (Large Language Model), including English, German, Spanish, French, and Italian languages, as well as comprehensive PII masking, content moderation, and document parsing for each language. Users choose their preferred language, functionalities, AI tools, Q&A responses, and summarizations to operate naturally and securely in the selected language. With language preferences, you can leverage the power of AI to generate AI outputs based on the user's preferred language.
Some features of preferences include the following:
- PII masking, moderation, and document parsing support for German, Spanish, French, and Italian
- Set the user-preferred language for Intelligent Q&A, AI Tools, Summarization, and more
Leveraging AI in Streamlining Customer Service
Watch the following video to see the power of business AI in customer service with the SAP CX AI Toolkit. Learn how embedded AI tools help you increase productivity, cut costs, and improve customer satisfaction.
Interactive Value Journey
See how SAP CX AI toolkit elevates your sales and service efficiency in this Interactive Value Journey (IVJ).
CX Toolkit for Enhancing Sales and Service EfficiencyTo Summarize
- SAP Service Cloud uses embedded AI throughout the service process for tasks including case creation, agent assignment, and customer interaction.
- SAP CX Business AI is categorized as "base" or "premium." Base AI offers out-of-the-box AI features at no extra cost.
- Premium AI features like case summarization and email automation can be accessed by purchasing SAP AI Units.’
- The SAP CX AI Toolkit offers extra Premium AI features as an accessible add-on for SAP Customer Experience users. It leverages cutting-edge AI and data analysis such as Joule agents and Enterprise Data Protection to save time and uncover valuable insights.