
SAP Business AI Approach
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 |
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 |
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