Simplifying Product Discovery

Online shoppers often struggle to find desired products or fully understand them before buying. The SAP CX AI Toolkit offers three tools to solve these issues.

• Visual Search: This tool is based on advanced AI image and object detection. It allows backend users and customers to find products by uploading photos for quick and accurate results.
• Ask About This Product: This feature enables backend users and customers to ask specific questions about products, materials, care instructions, and warranties before making a purchase. It ensures that they receive instant, accurate answers, helping them make informed decisions.
• Summary of Product Reviews: This tool synthesizes customer feedback into concise overviews. It helps users quickly understand common pros and cons, providing a clear product perspective without the need to read every review.

In this lesson, we'll explore each tool in detail.

The visual search tool in the SAP CX AI Toolkit lets you upload images to easily search for products. Check out the following video to learn more:

As shown in the video:

1. Provide Options: Users can upload a new image or use previously uploaded ones.
2. Image Content: Handles both specific product images and general images with complex scenes.
3. Generic Visual Search: AI engine conducts a generic visual search and returns products with images similar to the uploaded one.
4. Object Detection: AI analyzes the image, detects, categorizes objects, and numbers them for easy selection.
5. Category-Specific Searches: Users can select detected objects to search within related categories.
6. Free-Select Searches: Users can select any area of the image to trigger searches specific to that region.
7. Visual Information Extraction: Users can use natural language to identify details from the image, such as specific colors or AI-generated insights into current trends.

The visual search feature can be used on a storefront as well, helping customers easily find products. Watch the video to see a sample implementation of SAP Commerce Cloud’s storefront in action.

This is a sample implementation of SAP Commerce Cloud’s storefront with the visual search feature from the SAP CX AI Toolkit. To activate visual search on the standard SAP Commerce Cloud composable storefront, additional setup and components are required. For details, refer to the Integrating Visual Search page.

After finding products via visual search, customers may have questions before purchasing. The Ask About This Product tool helps customer support provide answers easily. Watch the video to learn how to use this feature in the SAP CX AI toolkit:

As shown in the video:

• The Ask About This Product tool is intuitive for searching and asking questions directly.
• It searches product attributes, descriptions, product reviews, and attached documents, which can be uploaded or imported via ImpEx into SAP Commerce Cloud.
• Ask complete questions each time without referencing previous ones. The contexts are not shared between questions due to the data policy.

Additionally, the Ask About This Product feature can be integrated into Commerce storefront for customers to use directly. Check the video for an example:

Remember, this is just a sample implementation; there's no out-of-the-box storefront implementation in SAP Commerce Cloud to showcase the feature directly. However, since the REST APIs of the SAP CX AI Toolkit are available via Business Accelerator Hub, integrating it with any storefront for your production system should be straightforward.

While getting specific answers is helpful, many customers also rely on the collective experience of others to validate their purchase decision. However, reading through dozens or hundreds of individual reviews can be overwhelming. The "Summary of Product Reviews" tool can analyze and aggregate large volumes of customer feedback into concise, easy-to-read summaries. This helps both merchants and customers quickly understand the general sentiment and key takeaways regarding a product without having to read through every individual review.

Watch the following video to see how to generate and understand review summaries within the SAP CX AI Toolkit:

As shown in the video:

• The tool automatically identifies common themes, such as durability, ease of use, or sizing accuracy.
• It highlights the most frequently mentioned "pros" and "cons" based on actual customer sentiment.
• Merchants can review and refine these summaries before making them available to customers.

By displaying these insights directly on the storefront, you can help customers understand the general consensus at a glance, moving them closer to a purchase decision.

The following image shows a sample implementation for the storefront:

In this example, the AI-generated summary is displayed on the product details page, positioned right below the individual customer comments.

Similar to the previous features, this is a custom implementation that is not provided by SAP Commerce Cloud composable storefront out-of-the-box. You can integrate these summaries into your storefront using the REST APIs available on the Business Accelerator Hub.

In this lesson, you learned how to access product data effectively:

• Find products using uploaded images with the Visual Search tool.
• Inquire about specific product details using the Ask About This Product tool.
• Summarize customer feedback and sentiment using the Summary of Product Reviews tool.

For more information, explore the SAP CX AI Toolkit User Guide, which provides a comprehensive overview of all features and detailed instructions for use, including:

• Visual Search: How to find products by uploading images.
• Ask About This Product: How to inquire about specific product details.
• Summary of Product Reviews: How to summarize customer feedback and sentiment.