Artificial Intelligence strategy in SAP Customer Experience

May 6, 2024 | Press Release

At the virtual event “Intelligent CX” we showed how we combine the power of AI with the context of business data and business processes. During sessions and life demo we demonstrated what AI in SAP Customer Experience means in practice, which in fact focuses on three key areas: Predictive, Generative and Conversational AI.

Predictive AI:

SAP uses AI and ML to analyse huge amounts of CX and ERP data and understand customer behaviour, preferences, and needs. Predictive AI is about delivering the right message, to the right person, at the right time and across the right channels. In sales it helps teams to prioritize leads and their efforts. In commerce it predicts and automates the right product recommendations. Predictive AI connects real time data with industry intelligence.

Generative AI:

Generative AI is about creation. What sets SAP apart is contextual creation. Generative AI helps marketers create compelling content and sales and service teams increase productivity and gain valuable insights that deliver more personalized experiences for customers. AI helps to summarize long emails and generate personalized answers. It also analyses customer interactions and suggests responses, case overviews, and even more efficient ways to solve issues.

Thera are a lot of features that help automate time-consuming tasks and quickly analyse data from across the enterprise. AI Tools are designed to streamline your workflow and provide valuable assistance.

Conversational AI:

Chatbots are becoming omnipresent in customer service, and there’s a reason for that. Simple and repeatable processes are completely redirected to AI. Creating chat/voicebots it is important to give conversational AI access to business systems and data because it is the only way to make them work and serve customers.

“Artificial Intelligence with its advanced capabilities, integrates data from various sources, providing the user with a comprehensive overview and valuable insights, and improved decision-making – said Piotr Pytlakowski CEO at Comtrust. The next generation AI creates new processes and transforms business performance. In this manner, we see processes optimization shifting from enhancement based on industry-standards to fully reconfigured based on end-to-end insights spanning finance, supply chain, HR, sales, and more. This allows us to turn otherwise generic results into ones that are tailored to your business.”