There is lot of buzz around Artificial Intelligence these days and AI adaption is on fast track across industries. It is estimated to add 2.6 trillion 4.4 trillion USD to the global economy. Organizations are forced to increase their investment in AI and targeting to use the Generative AI at least in one of their business functions.
In this blog, I want to highlight different categories of AIs and associated capabilities that can be leveraged in SAP CX portfolio of products.
SAP Business AI Approach
AI enabled processes enables organizations to anticipate customer behavior, automate certain tasks and personalize each step of the customer journey.
Using business technology platform SAP Business AI connects the Customer Data solutions (Sales, Service, Marketing and Commerce data) with Operational data solutions (ERP, SCM, HCM, FM etc.,)
There are 3 categories of Artificial Intelligence capabilities and they are
- Predictive AI
- Generative AI
- Conversational AI
Let us look at the use cases and general availability of each one of these capabilities.
Predictive AI:
It uses statistical algorithms and Machine Learning to forecast trends, behavior, patterns, and predictions from large data sources. SAP harnesses AI & ML technology to analyze CX and ERP data to score key metrics and make personalized recommendations.
Below are some of the Predictive AI capabilities in SAP CX space.
| SAP CX Solution | Predictive Capability | Description | AI Category | GA / Roadmap |
| Emarsys Customer Engagement | Predictive Customer Segments | Launch e-mail campaigns to the right target customers | Predictive | GA |
| Send Time Optimization | Launch e-mail campaigns at the optimal time when customers are most likely to engage with the campaigns | Predictive | GA | |
| Predictive Recommendations | Provide personalized product and content recommendations across email, web and mobile based on online and offline data | Predictive | GA | |
| Channel Personalization | Connect with customers who are most likely to engage on specific channels | Predictive | GA | |
| Sales Cloud | Lead Scoring | The lead score indicates the likelihood of conversion of lead to opportunity. | Predictive | GA |
| Opportunity Scoring | Opportunity scoring uses the machine learning model trained on past sales data to predict the winning probabilities of a deal. | Predictive | GA | |
| Relationship Intelligence | Provides insights on previous and current contact strength | Predictive | GA | |
| Customer Insights | Provides growth opportunities and interactions from each customer | Predictive | GA | |
| Service Cloud | Case Categorization | Categorizes the case automatically and route to the right agent | Predictive | GA |
| Similar Cases | Identifies similar cases based on the subject and description and to help the agent to find the right solution quickly. | Predictive | GA | |
| Commerce Cloud | Product Recommendations | Recommends products based on purchasing patterns, trends and related products | Predictive | GA |
| CDP – CIAM | Security Monitoring | Provides real time alerts for suspicious behaviors | Predictive | GA |
| Account AI Take Over Protection | Enhances data security with risk based authentication | Predictive | GA | |
| Dynamic Identity Flows | Enhances the customer journey with AI/ML data capture optimization | Predictive | Coming soon |
Generative AI:
Generative AI refers to refers to models or algorithms that generates brand new output such as text, image or other media based on the input training data.
Below are some of the Generative AI capabilities within SAP CX.
| SAP CX Solution | Predictive Capability | Description | AI Category | GA / Roadmap |
| Emarsys Customer Engagement | Subject line Generator | Craft/edit subject lines based on the email campaign content | Generative | Q1 ‘24 |
| Block Content Generation | Creates content and audience input fields for each email block. Generates targeted, compelling email content that delivers right message to the right audience. | Generative |
Q1 ‘24 |
|
| Sales Cloud |
Account Summarization |
Generates summaries based on account business transactions | Generative | Q4 ‘23 |
| Contact Summarization | Generates summaries based on account business transactions | Generative | Q4 ‘23 | |
| Talking Points | Provides insights that will be used to personalize the interactions with the customer | Generative | Q4 ‘23 | |
| Service Cloud | Case Summarization | Display case summary and simplify agent experience | Generative | Q4 ‘23 |
| Email Generation | Generates e-mail drafts to respond to customer inquiries | Generative | Q4 ‘23 |
Conversational AI :
Conversational AI enables computes to understand, process human language. It refers to technologies such as chatbot, digital assistant that performs certain tasks and can simulate human conversation using Natural Language Processing (NLP) techniques.
SAP Joule is generative AI Copilot that acts as a digital assistant and is embedded in SAP CX and other SAP solutions. Employees can simply ask a question in a plain language and receive intelligent answers drawn from the business data across the SAP CX portfolio and third-party sources.
Hope this blog provides an high level understanding of AI capabilities that are currently available and planned in near future for SAP CX portfolio of products.
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