SAP Customer Experience (CX) is infusing SAP Business AI to automate tasks, gain insights, and help businesses deliver exceptional customer experiences. Companies must adapt to customer preferences, engage through multiple channels, and use AI to transform data interactions.
In Customer Relationship Management related tasks, balancing automation and human touch are crucial, and exceptional customer experiences are important for building loyalty. However, high volumes of inquiries and manual tasks can be challenging and time-consuming.
Having to pull data from different sources makes it difficult to personalize communications and experiences for each customer. Using SAP Business AI for automating low-value tasks can free up time for more strategic work.
SAP has settled on these four guiding considerations as the foundational strategy for the use of AI across CX:
- Technology Mix: Deliver powerful AI use cases across a mix of SAP-built, partner, and customer-owned (BYO-AI) technologies.
- Ethical AI: Ensure that AI use cases meet SAP’s strict ethical standards that protect customers and their employees.
- Outcome Driven: Create tangible business outcomes for our customers and employees that exceed the incremental investments required to deploy AI technologies.
- Data Privacy & Security: Secure and ensure the privacy of sensitive organizational and data that are core to SAP & CX solutions.
AI Capabilities for CX Using SAP Business AI
With SAP Business AI, SAP CX solutions with be able to deliver exceptional experiences using these AI capabilities:
- Predictive AI
- Transform customer experiences with personalized recommendations, predictions, and deep insights.
- Examples include: Send time optimization, product recommendations, Opportunity scoring, and so on.
- Generative AI
- Accelerate processes and tasks by quickly generating text or summarizing data from across your SAP systems.
- Examples include: Case summarization, AI product descriptions, Intelligent Q&A, and so on.
- Conversational AI
- Deliver a better employee experience while lowering personnel costs with a natural language processing AI copilot.
- Examples include: Joule for SAP CX AI Toolkit.
SAP Business AI Tools for CX
Now that we have looked at some of the AI capabilities within the CX solution portfolio, let us introduce the SAP CX Business AI Toolkit, a standalone solution that is decoupled from the other integrated SAP CX solutions. In the background, the service is collecting input from the user and analyzing data from across all the solutions to provide instantly usable data points, content, and tasks using Generative AI built on partner LLMs.
With Generative AI capabilities for Intelligent CX, you can bring proactive and contextual insights from relevant business data to empower your e-commerce, sales, service, and marketing teams to help automate time-consuming tasks, increase productivity, and provide valuable insights that deliver more personalized experiences for customers.
Business users access SAP CX AI Toolkit via a browser-based web application deeply integrated with the CX portfolio products, like SAP Commerce Cloud, SAP Sales, and Service Cloud V2, SAP Customer Data Platform, and Emarsys.
Customers can also use Joule for SAP CX AI Toolkit, the AI copilot that truly understands your business. Joule revolutionizes how you interact with your SAP business systems, simplifying every touchpoint count and tasks.
CX AI Toolkit for Intelligent CX:
Automate time-consuming tasks and quickly analyze data from across the enterprise:
Joule for CX AI Toolkit
Chrome Extension gives users access across applications:
SAP Business AI Use Cases for CX
Summary
In this lesson, we’ve presented the SAP Business AI strategy and guidelines for Customer Experience.
SAP Business AI provides different capabilities and tools which can be applied along the CX processes.
SAP Customer Experience is using SAP Business AI across its different solutions to enhance the shopping experience, automate low-value, high volume tasks, personalize customer service, improve marketing campaigns, and make data-driven decisions for customer loyalty.
Further Reading
For additional information on this topic, refer to: Introducing SAP Business AI for Customer Experience.