Name: Explaining AI Features in SAP Sales and Service Cloud Version 2
Uploaded: 2024-5-2
Duration: 276 s
Description: In this video, you will learn about the AI features that are embedded in SAP Sales and Service Cloud.

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<div><div><div>In this video, you will learn about the AI features that are embedded in SAP Sales and Service Cloud.</div></div></div>

Explaining AI Features in SAP Sales and Service Cloud Version 2

Let's take a look at the AI that is embedded in SAP Sales and Service Cloud. Here we can see the lead scoring, which will show us based on machine learning how likely it this to win or lose a deal. That helps us to prioritize the really important deals. Let's take a look at the Account where we find the Account Synopsis, which gives us a quick summary based on a large language model of all the important aspects of this customer. Getting a quick account overview was never easier than now. Also in the Opportunity Management we can find the scoring that is based on machine learning and helps us to prioritize the deals. Business Text Intelligence allows us, based on text, to get recommendations what are the best next actions for this customer and the current thing we're doing. The contact scoring gives us a good indication, which is a really important context where we or our colleagues have a lot of interactions. The translation capabilities, which are based on natural language processing, allow us any time to get a translation for any message of customers that might be in a different languages, right now, where we need them. Whenever we want to communicate with a customer, maybe in Sales or Service, we have a large language model supporting us to draft emails and to address the customer in the right way, considering the products and also other interactions that we had with the customer based on our CRM data. Writing a fitting email was never easier than today. Also in the emails we have a Sentiment Analysis that always gives us a quick indication whether the customer wrote us a happy or a sad email. But not only in Sales but also in Service in our case management we have a lot of AI embedded. We can find here the Case Categorization that based on the text and a certain confident level recommends a category that is set for this case automatically. Now, when looking at the emails, also here we have the Translation and the Sentiment Analysis directly embedded into communication with our customer. In the end, also here, when we reply to the customer, we have also the email drafter to give us also here recommendations, but this time based on the case and, for example, here's the status. Giving quick answers that are highly matching to the customer's context has never been easier than today. If you need to quickly understand what this case is about, we can go to the AI generated summary that summarizes everything that happened to this case in a short and precise manner. Machine learning helps us to find similar cases that match very much to the case that we have currently, because maybe there was already a solution on the current problem. The Profanity Check helps us to avoid that our agents say things to our customers that you don't want them to say. Last but not least, the topic analyzer gives us an overview of all the trending topics across Sales and Service to identify increasing or declining trends in your business.