Exploring the SAP CX AI Toolkit

Welcome to this course! In this unit, you’ll gain a comprehensive overview of SAP CX AI Toolkit, including its definition, key features, and business benefits.

Whether you're from the consumer industries, wholesale distribution, retail or other industries, would you like an AI-Powered assistant for your daily tasks or customer interactions?

The SAP CX AI Toolkit is a cutting-edge, cloud-native solution that integrates advanced Generative (Gen) AI and data analysis into the SAP CX ecosystem. This toolkit is specifically designed to automate and improve customer experience (CX) tasks, enabling organizations to save time while gaining valuable insights that enhance customer engagement strategies.

Let’s explore the key features of the SAP CX AI Toolkit, as outlined below:

• Gen AI-Powered Capabilities: SAP CX AI Toolkit provides AI-driven functionalities focused on key customer experience operations. These include customer communication management, record summarization, object detection, and image recognition. This enables teams to work more efficiently and effectively.
• Cloud-Native Solution & Independent Unit: The toolkit is designed as a cloud-native solution, providing businesses with scalability and flexibility. Organizations can also purchase it independently to tailor the solution to their specific needs.
• Enterprise Data Protection: The toolkit offers robust personal data protection and implements zero data retention, ensuring the security of sensitive information. We'll explore this topic in more detail later.
• Multiple Data Sources: The toolkit is capable of extracting and analyzing data from various enterprise systems, including SAP Sales Cloud, SAP Service Cloud, SAP Commerce Cloud, Customer Data Platform (CDP), and Microsoft 365. This multisource data analysis capability provides comprehensive insights that enhance decision-making and generate insights across various touchpoints.
• AI Wherever You Are: The toolkit features multiple intuitive user interfaces (UIs) compatible with various SAP CX products. These UIs are accessible across platforms, including web browsers, mobile apps, and browser extensions with SAP AI Copilot Joule. This accessibility ensures that AI tools are always at your fingertips, providing seamless user experiences.

As mentioned, the CX AI Toolkit is designed to support and empower various teams across your organization to effectively utilize different SAP Customer Experience systems – individually or in combination – including SAP Commerce Cloud, SAP Sales Cloud, and SAP Service Cloud.

• For SAP Commerce Cloud, the toolkit leverages Gen-AI to transform basic product data into rich, engaging content that nurtures customers throughout their buying journey, thereby enhancing the overall customer experience.
• For SAP Sales Cloud, sales teams can utilize AI to merge diverse data sources such as emails, chats, and sales information, uncovering valuable insights, generating relevant content, and executing highly effective sales engagements.
• For SAP Service Cloud, service teams can benefit from unified customer profiles, interaction histories, and service data, enabling them to provide tailored, efficient support experiences that drive customer satisfaction through SAP's integrated Gen-AI technologies.

Please note that in this learning journey, we'll focus on the CX AI Toolkit for SAP Commerce Cloud.

Before we proceed to the next lesson, it’s important to understand how the AI features are implemented within the SAP CX AI Toolkit to support the Responsible, Relevant, and Reliable SAP Business AI Strategy. We refer to this implementation as the Trusted AI Layer.

As depicted in the Trusted AI Layer diagram:

1. The approach to Secure Data Retrieval adheres to SAP’s best practices, ensuring that only relevant data is accessible through user credentials when pulling information from the connected systems.
2. We utilize Retrieval Augmented Generation (RAG) concepts for SAP Context Grounding, enriching our GenAI prompts with comprehensive ancillary information surrounding data objects to enhance output quality.
3. To safeguard personal data, we implement robust Obfuscation techniques, hashing all identifiable information and replacing it with temporary placeholders across all fields. This process also aids in Bias Prevention by filtering out sensitive attributes like gender or nationality.
4. Furthermore, our commitment to Zero Data Retention ensures that all data transmitted to our LLM services is securely deleted after each transaction, significantly reducing the risk of proprietary data exposure. However, please be aware that because we do not store any data, we are unable to use customer data to enhance the AI models over time for the moment.
5. We maintain rigorous Audit Logs aligned with SAP guidelines, providing Trace IDs for error tracking.
6. Finally, we emphasize a Human in the Loop approach to prevent automatic data dissemination without validation, acknowledging that GenAI outputs require human oversight.