Elevating Customer Engagement: Harnessing the Power of SAP Chatbots for a Personalized Experience

[TrusPatel]

In below blog series, It is all about Benefits and usecases of custom Chatbot that I have built.

Business Blogs : 

Blog 1 : Why Chatbots in SAP ?
Blog 2 : How Chatbot can help Vendors? 
Blog 3 : How Chatbot can help Customers? ( This Blog )

Blog 4 : How Chatbot can help Developers? 

Technical Blogs : 

Blog 1 : ... will publish soon ..

Blog n : Dynamic Response from Chatbot using Factory function in SAPUI5 [ Aggregation Binding ] 

Problem statement

Why reserve an expensive workforce for repetitive and mundane customer queries? Why not automate using a custom-built chatbot? Customers often ask the following questions as part of their frequently asked questions.   

• How do I create a new customer account?
• What are the steps to reset my account password?
• Can I view my order history and status updates in real-time?
• How do I track the shipment of my recent purchase?
• What payment methods are available for online purchases?
• Is there an option for express shipping, and what are the additional costs?
• How can I modify or cancel my order after placing it?
• What is your return policy for online purchases?
• How do I report an issue with a product I received?
• Can I schedule a product demo or consultation before purchase?
• Are there any current promotions or discounts I can take advantage of?
• How do I redeem my loyalty points or apply a coupon code?
• What warranty coverage comes with my product purchase?
• Where can I find user manuals or installation guides for my products?
• How do I sign up for your newsletter or promotional updates?
• Can I get assistance in selecting the right product for my needs?
• What are the steps to submit feedback or a service review?
• How do I contact customer support for a personalized service request?
• Where can I find information on your sustainability and ethical sourcing practices?
• How can I update my billing and shipping information on file?

How custom made SAP Chatbots can help ? 

Chatbots in SAP can enhance collaboration, process efficiency and productivity

Introduction

In my previous blogs, we laid the groundwork by discussing the transformative role of chatbots in standardizing operations and empowering vendors within the SAP ecosystem. This time, Lets shift our focus towards the end-users who are the heart of any business—the customers. Chatbots are not just operational tools; they are vital in forging stronger relationships with customers by providing personalized, responsive, and engaging experiences. In my third blog, we delve into how SAP chatbots are redefining customer engagement and driving satisfaction to new heights.

Scenario 1: Real-Time Order Management

A customer places an order and wants immediate confirmation and updates on the order status. The chatbot provides a real-time update, including order confirmation, order creation, estimated delivery time, and dispatch details. If the customer needs to make changes, the chatbot can guide them through the modification or cancellation process.

Scenario 2: Personalized Product Recommendations

A customer is browsing for products but isn't quite sure which item best fits their needs. The chatbot asks a series of questions to understand the customer's preferences and requirements and then provides personalized product recommendations based on their responses, enhancing the shopping experience. The chatbot, being deployed on shell bar of Fiori launchpad, can suggest products by tracking movements of customer from any product or sales related fiori app. 

Scenario 3: Seamless Post-Purchase Support

After receiving a product, a customer has questions regarding installation or encounters an issue. The chatbot offers step-by-step guidance, troubleshooting tips, or can schedule a service appointment. It can also assist with return processes and provide information on warranty claims.

Scenario 4: Loyalty Program Engagement

A customer wants to know how many loyalty points they have and how they can redeem them. The chatbot checks their loyalty points balance, informs them of possible redemption options, and guides them through the process of redeeming their points for discounts or special offers.

Scenario 5: Feedback Collection and Issue Escalation

Post-interaction or purchase, a customer wishes to provide feedback. The chatbot can collect this feedback, thank the customer for their input, and if necessary, escalate any issues to the appropriate human agent for further resolution, ensuring customer concerns are addressed promptly.

Solution

A custom chatbot, integrated with CRM or any other customer portal, can answer all the repetitive queries.

Custom Chatbots are Not only restricted to QnA but also are able to make changes to business objects and perform complex task. Chatbots are capable of understanding customer queries, intention of query, context, entities such as Sales Order Number, Material. Additionally, it can understand keywords such as "my", "latest", and so on. Below are few example of prompts customer can enter and have personalized chat experience with chatbot. 

• Track my latest order #490000002
• what is the delivery status for my sales order?
• check availability of 1000 Laptops in next quarter
• tell me my Account receivables
• what is my account balance?
• Place an order for fiber optics ( place order )
• provide me quotation for raw material - xyz quantity. - ( simulate Order ) 
• Show my order history

Conclusion

As we continue to explore the potential of chatbots in the SAP landscape, it's clear that their benefits extend well beyond operational efficiencies. For customers, SAP chatbots represent a new era of engagement, marked by personalization, convenience, and seamless service. By embracing these intelligent conversational agents, businesses can create a customer experience that not only meets but exceeds expectations, fostering lasting relationships and driving brand loyalty.

Stay tuned for next blog, where we'll explore the technical intricacies of SAP chatbot integration and the future of AI in SAP.