Unlocking Synergies by Combining SAP Sales Cloud with SAP Business AI

SAP Sales Cloud offers the following embedded base AI capabilities that are foundational to market-leading CRM solutions:

• Lead and Opportunity Scoring: Envision having a predictive tool that accurately forecasts which deals are most likely to close. SAP Sales Cloud leverages learning from previous successes and failures to assign a score to each new opportunity. This scoring is not static, it dynamically updates in real-time as conditions change, ensuring continuous relevance and accuracy.
• Business Text Intelligence: This feature is capable of quickly reading through all your documents and emails to extract critical information. It can identify trends, flag key information and provide insights that may have gone unnoticed, enhancing overall efficiency.
• Product Recommendations: This feature evaluates the purchasing history of your customers and compares it with the behavior of similar customers to recommend products that are most likely to be relevant and impactful.
• Language and Sentiment Analysis: Equip your sales representatives with a tool that analyzes the language used in emails and chats to understand the emotions and sentiment of your contacts. It helps gauge whether your contacts are excited, frustrated, or neutral and assists your team in managing relationships more effectively.

SAP Sales Cloud also offers Premium AI capabilities (requires AI Units) including:

• Lead Booster: This feature serves as a strategic sales adviser, analyzing account data to provide targeted talking points. It proactively surfaces relevant information, such as a client's recent geographic expansion.
• Account Synopsis: This is a centralized intelligence hub for each account. It consolidates key information, including business metrics, corporate culture, and competitive landscape—and presents it in a streamlined format for efficient preparation.
• 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.
• Joule: Integrated directly into SAP Sales Cloud, this AI-driven assistant supports a wide range of tasks, from lead management to prioritizing action items. It operates with consistent efficiency to enhance overall productivity. These descriptions maintain the original headlines while using formal and professional language suitable for executive communication.

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.

• Role-Specific AI Tools: The toolkit includes AI-powered capabilities for key CX functions like customer communication, record summarization, object detection, image recognition and more. These tools are tailored to specific roles, enabling teams to work more efficiently. AI tools are being developed to cater to various role-specific tasks, including but not limited to, customer communications, record summarization, object detection, and image recognition, with additional functionalities expected in the future.
• 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.
• Multiple Data Sources: The toolkit can pull in and analyze data from a range of enterprise systems including Sales, Service, Commerce, CDP, and Microsoft 365. This allows it to generate insights across touchpoints.
• AI wherever you are: The capabilities will be 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 Tools: No rigid one-size-fits-all here. The data sources, generation tools and prompt templates are fully configurable, allowing you to build your own tailored solutions to meet your specific needs.

Sales teams can leverage AI to combine various data sources like emails, chats, and sales data to uncover valuable insights, generate relevant content, and deliver highly effective sales engagements.

• Connect data to sales processes

  Unite emails, chats, current & historical sales data, with AI insights and CRM processes, to provide intelligent answers from various unstructured and disconnected data sources. 

• Leverage AI automation to accelerate opportunities

  Rely on a virtual collaborator to help find hidden insights, generate relevant draft content, and deliver effective sales engagements that drive revenue and increase conversion rates.

• Build stronger customer relationships

  Become your customers "trusted advisor" by having the correct answers, not missing a deliverable, with increased time savings, allowing you to focus on higher-quality customer interactions.

Optimize your customer interactions and enhance efficiency with SAP's comprehensive suite of intelligent tools.

• Know Your Customers

  Get key prospect and account info from across the business, in one place. Use Intelligent Customer Profiles to know your customers inside out and personalize each contact.

• Answer Questions Quickly and Accurately

  Always have the right information on hand. Use Intelligent Q&A to find answers fast from data sources like CRM, OneDrive, PDF’s and Outlook so you can quickly give the right information to customers.

• Create the Right Tools for Your Needs

  Help your team work more efficiently and maintain consistent messaging. Use ready-made AI tools to write responses and summaries or make your own with your custom builder.

Let's analyze the key features of the SAP CX AI Toolkit.

Smart Scheduling streamlines and optimizes your calendar management, saving you time and ensuring efficient allocation of appointments with personalized AI responses. With a few clicks, you can provide several time slots for customers to book a meeting with you and auto-generate the email text to go with the invitation. You can quickly create and propose meeting times (across multiple time zones) with personalized AI responses without leaving your inbox.

Record Summarization combines CX business data and personal data to generate AI summaries for customers, accounts, cases and opportunities; providing an instant overview of status and key concerns. Combine CX business data and personal data to generate AI summaries for customers and accounts, cases and opportunities. 

Email and meeting summarization allows you to get instant recaps and task reminders from customer emails and sales meetings, to always be prepared.

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.

You can uncover insights with a 360-degree view of every customer through CDP and CRM integrations and quickly view segment data and profile summarization while you engage with customers.

AI tools save time for account executives in the following three ways:

1. They automatically summarize any sales opportunity - taking complex deals and making them instantly understandable.
2. They craft personalized prospecting emails that speak directly to each lead's needs and pain points.
3. They prepare targeted questions for discovery calls, ensuring every conversation is productive.

These AI tools are embedded inside your existing workflow, with no extra logins or system switching needed. They also produce high-quality content by utilizing prompts and CX data for specific job functions.

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.

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:

1. Ground your AI Tools with CRM data via merge fields to meet your complex business needs.
2. Develop custom AI tools using SAP’s trust layer, obfuscating PII, ensuring zero data retention by LLMs, and preventing bias.
3. Access your custom AI tools from anywhere through CX AI Toolkit extension.

Customers can index and utilize information from any business system. Legacy systems, custom applications, and specialized databases can feed SAPs AI tools. The integration process is straightforward. Customers simply 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.

Custom Data Sources can empower users by using your unique business data as a source for intelligent questions and answers. You can index customer information when your application isn't natively supported by the CX AI Toolkit. Custom data sources provides a way to extend functionality to meet your specific business needs.

SAP CX AI Toolkit supports the languages of English, German, Spanish, French, and Italian, including 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 feature of preferences include the following:

• PII masking, moderation, and document parsing support for German, Spanish, French, and Italian
• Set user preferred language for Intelligent Q&A, AI Tools, Summarization, and more