AI capabilities in SAP CX

[SrinivasaRao_Sirasapalli]

There is lot of buzz around Artificial Intelligence these days and AI adaption is on fast track across industries. It is estimated to add 2.6 trillion 4.4 trillion USD to the global economy. Organizations are forced to increase their investment in AI and targeting to use the Generative AI at least in one of their business functions.

In this blog, I want to highlight different categories of AIs and associated capabilities that can be leveraged in SAP CX portfolio of products.

SAP Business AI Approach

AI enabled processes enables organizations to anticipate customer behavior, automate certain tasks and personalize each step of the customer journey.

Using business technology platform SAP Business AI connects the Customer Data solutions (Sales, Service, Marketing and Commerce data) with Operational data solutions (ERP, SCM, HCM, FM etc.,)

There are 3 categories of Artificial Intelligence capabilities and they are

1. Predictive AI


2. Generative AI


3. Conversational AI

Let us look at the use cases and general availability of each one of these capabilities.

Predictive AI:

It uses statistical algorithms and Machine Learning to forecast trends, behavior, patterns, and predictions from large data sources. SAP harnesses AI & ML technology to analyze CX and ERP data to score key metrics and make personalized recommendations.

Below are some of the Predictive AI capabilities in SAP CX space.

SAP CX Solution	Predictive Capability	Description	AI Category	GA / Roadmap
Emarsys Customer Engagement	Predictive Customer Segments	Launch e-mail campaigns to the right target customers	Predictive	GA
	Send Time Optimization	Launch e-mail campaigns at the optimal time when customers are most likely to engage with the campaigns	Predictive	GA
	Predictive Recommendations	Provide personalized product and content recommendations across email, web and mobile based on online and offline data	Predictive	GA
	Channel Personalization	Connect with customers who are most likely to engage on specific channels	Predictive	GA
Sales Cloud	Lead Scoring	The lead score indicates the likelihood of conversion of lead to opportunity.	Predictive	GA
	Opportunity Scoring	Opportunity scoring uses the machine learning model trained on past sales data to predict the winning probabilities of a deal.	Predictive	GA
	Relationship Intelligence	Provides insights on previous and current contact strength	Predictive	GA
	Customer Insights	Provides growth opportunities and interactions from each customer	Predictive	GA
Service Cloud	Case Categorization	Categorizes the case automatically and route to the right agent	Predictive	GA
	Similar Cases	Identifies similar cases based on the subject and description and to help the agent to find the right solution quickly.	Predictive	GA
Commerce Cloud	Product Recommendations	Recommends products based on purchasing patterns, trends and related products	Predictive	GA
CDP – CIAM	Security Monitoring	Provides real time alerts for suspicious behaviors	Predictive	GA
	Account AI Take Over Protection	Enhances data security with risk based authentication	Predictive	GA
	Dynamic Identity Flows	Enhances the customer journey with AI/ML data capture optimization	Predictive	Coming soon

Generative AI:

Generative AI refers to refers to models or algorithms that generates brand new output such as text, image or other media based on the input training data.

Below are some of the Generative AI capabilities within SAP CX.

SAP CX Solution	Predictive Capability	Description	AI Category	GA / Roadmap
Emarsys Customer Engagement	Subject line Generator	Craft/edit subject lines based on the email campaign content	Generative	Q1 ‘24
	Block Content Generation	Creates content and audience input fields for each email block. Generates targeted, compelling email content that delivers right message to the right audience.	Generative	Q1 ‘24
Sales Cloud	Account Summarization	Generates summaries based on account business transactions	Generative	Q4 ‘23
	Contact Summarization	Generates summaries based on account business transactions	Generative	Q4 ‘23
	Talking Points	Provides insights that will be used to personalize the interactions with the customer	Generative	Q4 ‘23
Service Cloud	Case Summarization	Display case summary and simplify agent experience	Generative	Q4 ‘23
	Email Generation	Generates e-mail drafts to respond to customer inquiries	Generative	Q4 ‘23

Conversational AI :

Conversational AI enables computes to understand, process human language. It refers to technologies such as chatbot, digital assistant that performs certain tasks and can simulate human conversation using Natural Language Processing (NLP) techniques.

SAP Joule is generative AI Copilot that acts as a digital assistant and is embedded in SAP CX and other SAP solutions. Employees can simply ask a question in a plain language and receive intelligent answers drawn from the business data across the SAP CX portfolio and third-party sources.

Hope this blog provides an high level understanding of AI capabilities that are currently available and planned in near future for SAP CX portfolio of products.

 

[42544]

Thanks Srini for providing the insight on AI capabilities

[anypre]

Hi Srini,

With the above mentioned AI capabilities, do we need to buy this https://help.sap.com/docs/CX_AI_Toolkit?version=CLOUD  at all?

Also would like to understand what is the differences between this SAP CX AI toolkit and this  🔵 SAP AI Core Toolkit - SAP Community

Regards,

Sindy 

[SrinivasaRao_Sirasapalli]

Hi Sindy,

Now with V2, we have base and premium AI features enabled by SAP.

For base features, we dont need SAP CX AI toolkit

for premium features, we need SAP CX AI toolkit along with AI Units . Currently AI toolkit can be integrated with Sales and Service Cloud , Commerce Cloud and CDP tenants.

Regards,

Srini