SAP CX AI Toolkit – An Accelerated Path to AI-driven Efficiency in Customer Experience

Although generative artificial intelligence (AI) has garnered immense interest over the last year, generative AI is just one of several AI categories. Other AI categories include machine learning, natural language processing, deep learning, computer vision, and robotics. From day-to-day operational tasks, software testing, to being built-in via chatbots or copilots, AI is already playing a major role in enterprises today. Although AI has a wide scope, some of the most relevant enterprise applications involve automating repetitive tasks and gaining real-time insights by analyzing valuable business data and transactions that flow into information systems.

To help SAP users benefit from the power of AI, SAP Customer Experience (SAP CX) has launched the SAP CX AI Toolkit. The SAP CX AI toolkit is a stand-alone app that works with SAP Commerce Cloud, SAP Service Cloud, and SAP Sales Cloud bringing additional AI capabilities into these solutions. In addition, it has tailored AI tools built to draw insights, create relevant content, and answer questions for SAP users using generative AI. With enterprise-grade security, data protection, and privacy controls, these tools enhance the experience of SAP using AI while ensuring utmost security. Preconfigured integration into a company’s IT and SAP infrastructure takes minimal time to get started. And through web, mobile, and browser-based extensions, the SAP CX AI Toolkit provides increased accessibility and is within the reach of all related members of an organization.

Whether it is marketing, merchandising, sales or service teams – AI provides proactive and contextual value. For example, a customer on the GROW with SAP journey might have SAP Sales Cloud and SAP CX AI Toolkit to manage sales from lead to cash.

If a sales representative received an email from a customer inquiring about the status of their order and financial information in the past, they would have needed to navigate through multiple systems and databases to get the information. Depending on the situation it might take anywhere between a few minutes and a few hours to find the information and draft a response.

Now, users have instant access to the necessary order and financial information. By leveraging AI, the sales representative can quickly retrieve the relevant data from different sources and respond to the customer’s email in a matter of minutes. This not only increases customer satisfaction by providing prompt and accurate responses, but also ensures that the customer remains loyal to the company for future purchases.

In addition to aiding the sales process, the AI toolkit also provides significant value to marketing, merchandising, and service teams. By harnessing AI capabilities, marketing and merchandising teams can transform basic product data into rich content that captures attention and nurtures customers throughout their buying journey.  For service teams that use SAP Service Cloud, it helps with unifying customer profiles, interaction history, and service data, enabling them to deliver tailored and efficient support experiences.

This comprehensive use of AI across marketing, merchandising, sales and service functions enables companies to optimize their core activities and deliver exceptional experiences to their customers. Using SAP CX AI Toolkit is a quick pathway to building AI-enabled, future-ready enterprises. Companies can anticipate, automate, and personalize customer service interactions by using SAP Business AI for service processes.