Getting to know the new AI features for SAP CX
Objective
After completing this lesson, you will be able to describe the new features in AI for SAP CX
AI Enhancements for SAP CX Ai Toolkit
SAP CX AI Toolkit
SAP CX AI Toolkit is an AI-driven assistant that embeds generative and predictive capabilities into SAP workflows, automating routine tasks, surfacing actionable insights, and enhancing personalized customer interactions across channels. The SAP CX AI Toolkit is constantly evolving, bringing new features and improvements to enhance customer experiences across Commerce, Sales, and Service.
Here's a breakdown of the major changes and new features:
| Component | Features |
|---|
| Commerce Enhancements | - Shopping Agent: The Shopping Agent has received significant upgrades, making it a powerful tool for enhancing the customer shopping experience:
- Document and Media Support: The Shopping Agent can now understand unstructured data in various file formats. Upload files like technical manuals and spec sheets from SAP Commerce Cloud to expand its knowledge base.
- Product Availability: The Shopping Agent can now provide real-time product availability information, pulling data directly from SAP Commerce Cloud. It can also add specific quantities to the cart, depending on its configuration.
- Product Visibility by Attributes: Tailor recommendations by filtering your SAP Commerce Cloud inventory based on attributes like region. This ensures customers see only products available in their area.
- Order Status Tracking: Customers can now track their orders directly through the Shopping Agent, receiving status updates and order IDs.
- Configuration and Testing: You can now configure product availability and test the agent's behavior in a playground environment before deploying it to the storefront.
- Additional Capabilities: The Shopping Agent now supports adding products to the cart, various languages, and configurable tones to match your brand voice.
- Product Images: The product images tool has been enhanced with the ability to edit objects, add overlays, and publish directly to SAP Commerce Cloud.
- Other Improvements:
- Commerce Language Addition: Commerce functionalities now accommodate all languages available in the commerce back office.
- Data Synchronization: Administrators can resynchronize data for product and classification catalogs selected during integration setup.
- Integrate Custom Product Model: Administrator can now select a custom product model during integration and enrich the data of associated products.
- New Languages Supported for Product Images: You can now write the prompt for Product Images in any supported languages.
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| Sales and Service Enhancements | - Quote Creation Agent: Automate quote generation in SAP Cloud for Customer by monitoring a Microsoft Office 365 (Shared Mailbox). The Quote Creation Agent can now identify relevant information in email attachments (Microsoft Word, Excel, and PDF documents). This increases sales efficiency, improves customer satisfaction, and drives revenue growth.
- Digital Service Agent: A new agent is available as REST APIs. The Digital Service Agent answers common inquiries from customers based on business knowledge that resides in your data sources. Incorporating the agent allows you to allocate your customer service resources in a more efficient way.
- Email Integration: You can choose the email icon from the following AI tools to create a draft email containing generated content in Microsoft Outlook Web:
- Write a Case Overview
- Write a Customer Service Response
- Write a Follow-up Email from a Meeting
- Write a Personalized Prospecting Email
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| General Enhancements | - Intelligent Q&A: Intelligent Q&A now supports e-mail attachments as a data source and can list suggested contacts as People talking about this feature.
- Entity Configuration: Configure SAP Cloud for Customer and SAP Sales and Service Cloud Version 2 entities to make the data available to SAP CX AI Toolkit's Intelligent Q&A tool, AI agents, and custom AI tools.
- Principal Propagation: Enabling Principal Propagation grants users seamless access to the SAP CX solutions related features.
- Custom AI Agents: Create custom AI agents to respond to customer inquiries without human intervention using enterprise data from SAP Customer Experience or responses generated by other SAP CX AI Toolkit tools..
- Public APIs: The SAP CX AI Toolkit features Bulk Product Description, Product Attributes, and Ask About This Product from Reviews are exposed as REST APIs for consumption.
- Language Support: The SAP CX AI Toolkit has expanded its language support for both AI output and commerce data generation.
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Summary
- AI agents & APIs: Custom AI Agents plus new REST APIs (Bulk Product Description, Product Attributes, Ask About This Product) let you build autonomous agents and integrate toolkit capabilities into workflows.
- Commerce enhancements: Shopping Agent gains document/media understanding, real‑time product availability, add‑to‑cart and order‑tracking, attribute‑filtered visibility, multi‑language responses, configurable brand tones, plus improved Product Images editing/publishing.
- Sales & Service upgrades: Quote Creation Agent extracts info from Office 365 shared mailbox attachments (Word/Excel/PDF); Digital Service Agent (REST API) answers customer inquiries; Outlook Web email draft generation for cases, responses, follow‑ups, and prospecting.
- Admin & platform improvements: Expanded language support, Intelligent Q&A now accepts email attachments and suggests contacts, entity configuration and principal propagation for seamless access, playground for testing, and data resynchronization/custom product model selection.