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Yannick_PTT
Product and Topic Expert
Product and Topic Expert
1,302

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Dear Cloud ERP Community! 

Today, we’re excited to share a behind-the-scenes secret about the enablement team for Cloud ERP—the team I have the privilege of leading. Our mission? To craft a comprehensive set of enablement materials designed to educate and empower our Cloud ecosystem. From in-depth product and release blogs to engaging webinars on SAP Learning, insightful project podcasts, and expert discussions, we provide a wealth of content to support our community. Most of our content can be found here.

As with any content creation process, GenAI has the potential to be a game-changer—not just in boosting efficiency, but also in enhancing the quality of our materials. Plus, it allows content creators to focus more on creativity and innovation rather than tedious manual tasks.

That’s where our big idea came in: harnessing SAP technology to develop our very own expert content creation tool. We call it EDITH. This groundbreaking GenAI-powered project, led by Sang Dao and Jonas Wang, went from concept to go-live in an astonishingly short span of just six months.

In this blog, I’ll be sitting down with our product experts, Sang and Jonas, to dive into the business cases behind EDITH, the technology that powers it, and some firsthand feedback from our end-users. Let’s get started!

Yannick: First a question to Sang, can you please share the key capabilities of EDITH? 

Sang: Sure! Edith is a groundbreaking GenAI-powered enablement tool designed to revolutionize how SAP experts approach customer go-live projects, product enablement, and adoption strategies. This is an example of how SAP uses SAP technology to improve internal content creation processes. Edith not only simplifies the complexities of knowledge management but also empowers experts to deliver exceptional customer experiences at scale. 

Edith stands out as a versatile tool, integrating advanced GenAI technology to address the needs of SAP S/4HANA Cloud product experts. Here’s a closer look at its core capabilities: 

1. Enablement Asset Creation at Scale 

  • Generate diverse enablement content, such as release highlight blogs, product deep-dive articles, podcasts, webinar scripts, and session summaries. 
  • Streamline the creation process with minimal manual intervention by leveraging Edith’s integration with the SAP Help Portal and other knowledge bases.

2. Most Asked Question (MAQ) Analysis 

  • Quickly identify trending topics and frequently asked questions within the SAP S/4HANA Cloud community. 
  • Use insights to address common customer pain points and enhance support strategies. 

3. Consultative Question Answering 

  • Provide precise and actionable answers to complex customer and partner queries during project implementation. 
  • Support critical go-live initiatives with contextual responses sourced from SAP’s robust knowledge base. 

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To understand more about the personas, the value propositions and see demos, you can check this Interactive Value Journey: Link  

Yannick: What challenges in product enablement does Edith help solve? 

Sang: The journey to seamless product enablement and customer support is often fraught with challenges. Here’s how Edith effectively tackles them: 

Challenges 

Edith’s Solutions 

Complex customer and partner questions during project implementation. 

Draft accurate answers from the SAP knowledge base with unparalleled precision. 

Rising number of “how-to” queries in the SAP Community. 

Analyze trending topics with just two clicks, offering timely and relevant insights. 

Manual effort in producing enablement assets. 

Automate content creation using GenAI and a Retrieval-Augmented Generation (RAG) approach. 

 Yannick: Now, let’s shift to the technical side. Jonas, can you walk us through the architecture and key design principles behind Edith? 

Jonas: Of course! EDITH is a cloud-native application developed using BTP technologies and services. At its core, EDITH is constructed with the Cloud Application Programming Model (CAP), which is a framework comprising languages, libraries, and tools for crafting enterprise-grade cloud applications following established best practices. 

A major technical highlight of EDITH is its ability to enhance responses through Retrieval-Augmented Generation (RAG), a key approach to improving the reliability and accuracy of generative AI outputs. 

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Yannick: Why does Edith need RAG, and how does it work? 

Jonas: Most Large Language Models (LLMs) are fine-tuned for chat functionality, where they respond to questions by generating the most suitable answer with limited knowledge. This often results in a common issue known as hallucinations, particularly when questions pertain to topics beyond the LLMs' training datasets. 

To tackle this challenge, EDITH employs Retrieval-Augmented Generation (RAG). The concept of RAG involves: 

  1. Retrieving relevant context based on semantic similarity to the user query. 
  2. Combining this context with the prompt before directing it to the LLMs, ensuring that responses remain grounded in factual data. 

This significantly reduces errors and ensures that responses align with SAP’s extensive knowledge base. 

Yannick: How does Edith manage and retrieve relevant knowledge efficiently? 

Jonas: EDITH utilizes the vector store capability of HANA Cloud, which is designed to store relevant factual data (ground truths) and retrieve data appropriate for queries. An integration flow regularly retrieves data from various sources and converts them into vector embeddings before storing them in the HANA Cloud database. 

When a user submits a query, Edith searches this vector database for semantically similar content, ensuring precise and context-aware responses. 

Yannick: How does Edith integrate with SAP’s AI infrastructure? 

Jonas: SAP's approach for Generative AI applications recommends interacting with LLMs via the SAP Generative AI Hub's LLM Access Service on SAP BTP. This service acts as a central layer for control, trust, and orchestration, as well as providing tools for exploration and evaluation. 

By following SAP’s best practices, Edith: 

  • Interfaces with LLMs through deployments created within the LLM Access Service. 
  • Ensures secure, scalable AI interactions across different teams. 
  • Leverages SAP-approved AI models for enterprise-grade performance. 

Yannick: Finally, what’s next for Edith? 

Sang: We are continuously refining Edith’s capabilities to enhance enablement strategies across SAP S/4HANA Cloud. Our goal is to: 

  • Expand integration with additional SAP services. 
  • Improve user experience based on feedback from product experts. 
  • Introduce more automation in content creation to further streamline enablement processes. 

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With Edith, SAP is pioneering a new era of AI-driven enablement, ensuring that product experts have the tools they need to deliver exceptional customer experiences at scale. 

Yannick: Sang and Jonas, thanks for sharing your expertise. it is great to see your entrepreneurial spirit, and the clear outcome of EDITH not only for the SAP colleagues, but as well for the Cloud ERP stakeholders and are the community members interested in our product assets.

To our readers: this tool is internal and not for sale. With this article we aim to inspire SAP experts curious in GenAI solutions and motive them to turn their idea into execution, leveraging the SAP technology. I am very interested in your ideas. Eventually it is a good topic for a podcast Inside SAP S/4HANA Cloud. Reach out!

🔎Find All of Our Assets 

SAP S/4HANA Cloud is the foundation of the intelligent, sustainable enterprise and is an innovative, robust, and scalable ERP. We at Cloud ERP Product Success and Cloud Co-Innovation offer a service as versatile as our product itself. Check out the numerous offerings our team has created for you below:

Click to open the SAP BTP Enablement WheelClick to open the SAP BTP Enablement Wheel

#GenAI #SAP #RAG