- SAP Managed Tags
Starting a new year, we often ask ourselves: "How can we better serve our customers?"
We've been listening to your feedback, and our February release of the SAP CX AI Toolkit directly addresses the real challenges you've shared with us.
The latest update brings practical improvements that tackle your day-to-day pain points – from making sense of scattered customer data to simplifying those repetitive tasks that eat up your team's valuable time.
What is SAP CX AI Toolkit?
SAP CX AI Toolkit brings Joule AI agents and Business AI capabilities to your SAP Sales, Service, and Commerce Cloud applications.
Part of SAP Business Suite, it combines your enterprise data including Business Data Cloud with purpose-built AI to make every team member more effective. From smart ticket routing to instant knowledge access, it delivers practical AI that works from day one in a trusted, secure environment
New Features at a Glance
- AI Agents: Add Digital workers to your team to unlock higher productivity and efficiency gains
- Shopping Assistant (Pilot): Enable your customers to easily discover intended, relevant products
- Commerce Intelligence: Add AI-powered image overlays, summarize reviews, and extract product details from images
- AI Tool Builder Enhancements: Analyze opportunities, cases, and accounts together in one prompt to spot business patterns
Let's explore what's new and how these features can benefit your organization.
Joule Agents for CX Join Your Team
The star of this release is our new suite of autonomous Joule agents that work alongside your teams. They work behind the scenes with your SAP Sales Cloud and SAP Service Cloud applications to enhance your workflows.
Bosch Power Tools is a great example of how one agent can replace hundreds of workflow rules: See their story
If you're wondering what this means in practice, here's a real scenario:
A customer submits a support ticket about a failed login attempt. Within seconds, our Case Classification Agent reads it, understands it's an account access issue with high priority, and routes it to your identity management team. Meanwhile, the Q&A Agent is already pulling relevant solutions from your knowledge base, and once resolved, the Knowledge Base Article Agent will automatically create documentation to help solve similar issues in the future.
This is just one example of how these agents work together to streamline your operations. Let's dive into what they can do:
Case Classification Agent
How It Works
When a customer submits a service request, the agent automatically:
- Reads and comprehends the content using natural language understanding
- Identifies the type of issue and its urgency
- Determines the most appropriate team based on the content
- Sets the correct details like product, language or whatever else is important to you
- Updates relevant ticket fields to ensure proper handling
Real-World Example
Let's say a customer submits a ticket about a failed login attempt:
- The agent recognizes this as an account access issue
- Identifies it as high priority due to its impact on user access
- Routes it directly to the identity management team
- Updates the ticket category, priority, and assignment fields
- All of this happens in seconds, without manual intervention
Learn more in the SAP Help User Guide
Knowledge Creation Agent
This agent turns your team's case resolutions into valuable knowledge base content, automatically capturing and sharing expertise across your organization.
How It Works
When a case is resolved, the agent:
- Analyzes the solution provided
- Extracts key information and steps
- Creates a structured knowledge article
- Adds relevant tags and categories
- Publishes a draft back to the case for review and add to your knowledge base
Real-World Example
After your team resolves a complex product configuration issue:
- The agent reviews the resolution steps
- Creates a clear, structured article
- Includes troubleshooting steps and solution
- Tags it with relevant products and categories
- Makes it available for future reference
Learn more in the SAP Help User Guide
Q&A Agent
The Q&A Agent transforms how your organization accesses and utilizes internal knowledge. Instead of searching through multiple systems, users can ask questions naturally and receive accurate, sourced answers instantly.
How It Works
When someone asks a question, the agent:
- Understands the intent and context of the query
- Searches across configured knowledge sources
- Evaluates potential answers for relevance
- Provides responses with source references
Real-World Example
When a sales representative needs pricing information:
- It identifies the question "What are the pricing tiers for our enterprise cloud solution?"
- The agent analyzes the question to understand:
- The specific product line being asked about
- The need for pricing structure information
- The enterprise-level context
- It searches across relevant sources like:
- Price sheets
- Policy documents
- Previous similar queries
- The agent provides a structured response:
- Clear tier breakdowns
- Source details
Learn more in the SAP Help User Guide
Simplify Intent to Cart on Your e-Commerce Storefront
We're also excited to announce the pilot of our Shopping Assistant. Early adopters are seeing how it transforms basic product searches into meaningful conversations that help customers find exactly what they need.
A customer looking for a laptop doesn't just get a list of products - they get an intelligent assistant that asks about their needs, understands their preferences, and guides them to the perfect match.
For more details, check out the comprehensive user guide in SAP Help
Power to the Content Creators
For your commerce teams, we're introducing tools that make content creation and management more efficient in how you manage visual content, analyze customer feedback, and extract information from images.
Let's explore these powerful new capabilities.
AI Image Generation: Transform Your Product Presentation
What is it?
Advanced imaging features that simplify the creation of customized visual media for your commerce presence.
Key Features
- Image Overlays: Add text and graphics to product images with AI-assisted placement
- Publishing Support: Automate image publishing to SAP Commerce Cloud
- Brand Enhancement Tools: Create compelling product stories through visual elements
How it works
The system provides an intuitive interface for adding overlays to product images, with AI helping to optimize placement. Changes can be published to SAP Commerce Cloud, streamlining your visual content workflow.
Key Benefits
- Faster content creation and updates
- Consistent brand presentation
- Easy publishing workflow
- Enhanced visual storytelling
Commerce Review AI Tool: Unlock Customer Insights
What is it?
A powerful tool that uses generative AI to analyze and leverage customer reviews from Commerce Cloud.
Key Features
- AI-powered review summarization for specific products
- Sentiment analysis with keyword highlighting
- Integration with Ask about this Product AI Tool
- Comprehensive review analysis through UI or API
How it works
The system processes customer reviews from your Commerce Cloud platform, analyzing content for sentiment and key themes. This information can be accessed through the toolkit interface or integrated into your product pages.
Key Benefits
- Deeper customer insight
- Automated feedback analysis
- Enhanced product understanding
- Data-driven decision making
Visual Information Extraction: Smart Image Analysis
What is it?
An advanced system that extracts and utilizes visual information to provide product recommendations and insights.
Key Features
- Natural language prompts for visual analysis
- Automated text extraction (e.g., model numbers)
- Business-specific insight generation
- API integration for storefront implementation
- User intent-based recommendations
How it works
Users can analyze images using natural language prompts, extracting specific business information and generating recommendations. The system can identify text, product attributes, and other relevant details, making this information available through APIs for storefront integration.
Key Benefits
- Enhanced product discovery
- Automated attribute extraction
- Improved accuracy for visual search
- Seamless storefront integration
Custom AI Tool Builder: Power for Complex Business Scenarios
One of our most significant enhancements is the expansion of the Custom AI Tool Builder's capabilities. We've heard from many of you that you need to analyze multiple related records to get a complete business picture. Now you can.
The enhanced builder now lets you reference multiple CRM records in your custom AI Tool prompts. Here's what that means in practice:
- Account-Level Analysis: Create tools that examine all opportunities, cases and more linked to an account, giving you a comprehensive view of customer engagement
- Case Pattern Recognition: Build tools that analyze multiple escalated cases to identify common patterns or issues
- Competitive Intelligence: Set up prompts like "Review the Opportunities in this list and identify which ones mention competitors like 'ACME'"
For example, imagine creating a custom tool that analyzes all open opportunities for an account, examines related service tickets, and provides insights about customer satisfaction and sales potential - all in one view.
Getting Started
If you're an existing customer
These features are now available in your current package. Access them through the updated AI Toolkit interface and new API endpoints.
For new customers
Check out SAP CX AI Toolkit on our website, and contact your SAP representative to learn more about these capabilities and discuss next steps.
Looking Ahead
This release represents our ongoing commitment to enhancing your business processes with the latest in AI as we continue to develop new features based on your feedback and needs.
I'm excited for what we'll deliver together in 2025!
#businessai #sapcx #cxaitoolkit
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