SAP Unveils New GenAI Capabilities for CX Portfolio: Enhancing Service, Sales, Marketing, and Commerce Teams

SAP has recently introduced generative AI (GenAI) capabilities to its CX portfolio, aiming to enhance service, sales, marketing, and commerce teams’ workflows. These new capabilities are designed to streamline processes, generate insights, and leverage cross-functional data to provide a better customer experience.

One of the key use cases of GenAI is the contextual customer profile summaries generated by the SAP Customer Data Platform (CDP). This feature allows service teams to quickly resolve customer issues by providing agents with relevant information such as order history, recent interactions, and preferences. Additionally, GenAI can automatically craft customer responses for agents to review, edit, and send, improving efficiency in handling customer queries.

In addition to these capabilities, SAP has also introduced other GenAI features for customer service, marketing, and commerce teams. These include automating ticket tagging, call summarization, sentiment tracking, customer segmentation, and product visibility optimization. These tools aim to help teams deliver the right message to the right audience and accelerate catalog entries.

Furthermore, SAP has enhanced its Customer Identity and Access Management suite with new authentication capabilities powered by AI to strengthen customer identity and access management.

Alan Webber, Program Vice President of Digital Platform Ecosystems at IDC, commended SAP’s data management expertise, highlighting the company’s ability to connect data across the enterprise for long-term benefits. With SAP’s experience in designing business processes from AI, customers can expect reduced time to value and more innovative use cases as GenAI is integrated into cross-platform workflows.

Overall, SAP’s new GenAI capabilities are set to redefine intelligence in customer experience, allowing businesses to unlock their full potential, improve customer loyalty, and solidify their position as industry leaders. By leveraging data management expertise and innovative AI solutions, SAP is paving the way for a more intelligent and delightful customer experience.