SAP consistently evolves its offerings to cater to the dynamic market needs. Recently, the German enterprise software giant unveiled its latest marvel – innovative generative AI capabilities within the SAP Customer Experience (SAP CX) portfolio. The goal is to streamline business operations and sculpt unprecedented customer experiences.
One of the core strengths of SAP’s new AI functionalities lies in its ability to tap into not just isolated data segments but a holistic data spectrum. This means that rather than solely relying on data from one source, SAP’s generative AI amalgamates insights from SAP’s extensive operational and experiential databases, as well as third-party data. Consequently, businesses can attain a 360-degree view of their customer base. Moreover, these proactive AI-driven insights enable businesses to fine-tune their operations, catering to specific business requirements and swiftly adjusting to market fluctuations.
Ritu Bhargava, President and Chief Product Officer of SAP Industries and SAP CX at SAP, elaborated on the transformative potential of these new AI enhancements within the SAP CX portfolio. Through her insights, it becomes evident that SAP is pushing the envelope to ensure businesses are not just meeting but exceeding customer expectations.
SAP CX Generative AI: The Features That Transform Business Operations
More than 10 distinct CX tools have been introduced. Their primary objective is to automate repetitive tasks, ensuring teams can allocate more time and resources to strategic pursuits. For instance, service teams can now utilize AI to diagnose customer issues swiftly, understand the root cause, gauge customer sentiment, and suggest resolutions. Consequently, businesses can witness an uptick in efficiency and a more focused approach to strategic growth.
The role of a commerce manager is multifaceted, with catalog management often becoming a cumbersome process. The latest AI functionalities promise to streamline this, ensuring products are tagged correctly, improving visibility, and tailoring product descriptions to guide consumers towards the most suitable choices.
One of the standout features is the Intelligent Q&A. Suppose a sales representative receives a product-related query. Instead of manually formulating a response, the AI reads the message, highlights key points, and crafts a detailed response containing the latest product information. Not only does this expedite response times, but it also guarantees accuracy and relevancy.
A survey by Emarsys, an SAP subsidiary, unveiled a crucial statistic: Approximately 76% of global consumers favor personalized marketing communications. With AI-backed customer profiles, businesses can garner comprehensive customer insights, paving the way for tailored interactions. For example, if there’s a hiccup in product delivery, these AI profiles can provide the necessary context, ensuring swift and effective resolutions.
Alan Webber, Program Vice President of Digital Platform Ecosystems at IDC, shed light on the significance of an integrated platform, emphasizing SAP’s unique position. He hinted at SAP’s longstanding history of weaving business processes with AI, which translates to a more efficient AI implementation and reduced time to value for businesses.
Incorporating AI Across the SAP Customer Experience Landscape
Furthermore, SAP is not limiting these AI advancements to new products. Existing solutions within the SAP CX suite are also being enhanced. The latest AI-based risk authentication mechanisms fortify user identity protection, curbing potential threats. As a result, users gain an integrated customer view while data remains secured, adaptable, and primed for real-time engagements.
The SAP Emarsys Customer Engagement platform is poised to empower marketers like never before. With generative AI at their fingertips, crafting tailored email content for specific audience segments becomes a breeze. Similarly, the SAP Sales Cloud and SAP Service Cloud solutions are set to benefit from two new generative AI features, ensuring more informed and impactful customer interactions.
SAP CX’s generative AI capabilities mark the dawn of a transformative era, reshaping the fabric of business operations and customer engagement.
