SAP Unveils New Generative AI Capabilities for SAP Customer Experience Portfolio
SAP has recently announced exciting new generative AI capabilities dedicated to its SAP Customer Experience (CX) portfolio, including the innovative natural-language GenAI copilot Joule. These new AI capabilities are designed to automate time-consuming tasks, allowing companies to analyze data more quickly and gain actionable insights to deliver more intelligent and personalized customer experiences.
Traditionally, GenAI technologies have only utilized data from one siloed system. However, SAP’s latest capabilities will be able to leverage a wealth of experiential and operational data, as well as access data from third-party sources. This means that companies can now benefit from a more comprehensive and holistic view of their customer data.
The new AI capabilities include over 10 CX role-based tools aimed at increasing productivity and efficiency by automating routine tasks. For example, AI can help summarize customer issues, provide an overview of customer sentiment, suggest solutions, and track issue resolution times. Additionally, companies can now review product tags and catalogs, generate and customize product descriptions, and guide customers to the right product choices.
Intelligent Q&A AI in the updated CX portfolio can identify and answer customer questions within conversations, read emails to highlight important questions, and provide suggested written responses with the latest product information. AI-generated customer profiles supported by the real-time SAP Customer Data Platform allow businesses to combine data from all applications and present these profiles to customer-facing teams.
SAP is also integrating AI capabilities into existing products across the SAP CX portfolio, enhancing customer identity and access management with AI and enabling personalized content creation powered by GenAI. Ritu Bhargava, president and chief product officer of SAP industries and SAP CX, emphasized the importance of delivering a personalized customer experience with intelligent CX.
These new AI capabilities within the SAP CX portfolio are set to revolutionize the way businesses interact with their customers, improve customer loyalty, and establish themselves as industry leaders. By harnessing the power of GenAI, businesses can unlock their full potential and reap the benefits of intelligent CX solutions that have a tangible impact on their bottom line.
If you’re interested in learning more about SAP’s latest AI CX capabilities, you can rewatch the SAP Customer Experience LIVE event on October 25th by following this link. Stay tuned for more updates on how SAP is redefining intelligence to deliver delightful customer experiences effortlessly.
