Identifying Opportunities for SAP Business AI and Joule

The impact that Artificial Intelligence (AI) is expected to have on the global economy of the next few years is tremendous. Morgan Stanley estimate that the impact will be about $4.1 trillion dollars up until 2027. That’s about the size of the GDP of Germany.

SAP tries to help customers to participate in this growth using SAP Business AI.

AI impacts every area of an organization. Some use cases include:

• To automate simple tasks (e.g. answer a customer service request)
• Support users to accomplish a task (e.g. write a performance review)
• Help identify process improvements and optimization to streamline processes
• Mine data and support an analysis for deriving actionable insights

Another term often heard when discussing AI is Generative AI. Generative AI is a type of artificial intelligence technology that can produce various types of content, including text, imagery and audio.

Some available AI scenarios for Procurement include:

• Guided buying
• Sourcing item and supply prediction
• Material group recommendations
• Invoice object recommendations
• Job matching for contingent workforce
• O*NET labeling
• Category Management

In 2023, SAP announced and later delivered the first 14 generative AI scenarios built into SAP applications. SAP's AI copilot, Joule, was also released. It was at first only available in SAP's HR solutions called SAP SuccessFactors, but later became available in many more applications.

SAP also continues to grow and invest in an open ecosystem of AI partnerships to build Business AI on top of the best general-purpose AI platforms in the market, and to make integration of these technologies into SAP applications safe and seamless.

Having a responsive, consistent and knowledgeable customer service team is a real competitive advantage. So balancing quality of customer service, costs and the size of the customer service team is critical for most organizations.

Customer service representatives are tasked to doing more faster. This seemed almost an impossible conundrum until new AI functionality came along. Imagine you are a customer service representative, how could AI help?

Using machine learning, many queries from customers, suppliers or partners can receive automated responses. For example Gartner estimated, in 2023, up to 30% of customer service interactions are handled by AI, compared to just 2% in 2017. So already you have 30% less cases to work on.

When a case does need to be manually looked at, you'll experience a whole new level of productivity. Imagine having a 360 degrees summary of the customer and having proactive, recommended answers to their questions readily available. No more digging through mountains of data or struggling to find the right information thank to CX AI Toolkit for Service.

Simple queries can be accomplished faster. For example creating personalized, relevant, and contextualized product descriptions and images has never been easier. All this thanks to SAP CX AI Toolkit for Commerce.

Additionally, complex tasks can be tackled faster thanks to natural language querying though Joule. Bringing together unified data, combining business and conversational data across the SAP platform, creating a seamless experience. When it comes to writing up follow-up emails, documentation or letters, system generated texts are literally just a click away. And they can very easily be adjusted for style, tone and length. Up to 90% of time can be saved here.

The benefits of the AI toolkit are remarkable. They're proactive, predicting user intent and potential actions, providing insightful recommendations. With SAP CX AI Toolkit, it is possible to unlock a world of possibilities and achieve unparalleled customer service.

Since the end of 2023, customers using SAP's Customer Experience portfolio can use Generative AI in SAP CX AI Toolkit.

All SAP apps are going through BTP to combine the best of both worlds, the best large language model (LLM) for the task at hand and also a company's business data to ground large language models in the realities of their business. Everything in the most secure and data privacy way.

With this, SAP is building out its AI Foundation, and customers can also build their extensions, since every customer might want a slightly different version of the job description, or a slightly different case summary. Customers can build their ideas on the BTP and benefit from the deep integration into SAP's business applications with enterprise readiness.

Joule is SAP's AI copilot that truly understands a customer's business. Joule revolutionizes the interaction of a user with their SAP business systems, making every touch point count and every task simpler.

The aim is for a user to get quick answers and smart insights on-demand, facilitating faster decision making without bottlenecks.

Joule is included in SAP applications out of the box.