SAP, a worldwide leader in corporate cloud solutions, has introduced new CX generative AI capabilities across its SAP Customer Experience portfolio, including SAP’s natural-language generative AI copilot. These new capabilities will enable organisations to automate time-consuming operations and instantly analyze data from throughout the company to get important, actionable insights that will enable them to provide more intelligent, personalized experiences for consumers.
Unlike present generative AI solutions, which only use data from a single siloed system, these new AI capabilities use SAP’s abundance of experiential and operational data, as well as data from third-party sources, to give businesses a comprehensive perspective of their consumers. Proactive, contextual, AI-powered insights from throughout the enterprise assist organizations in optimizing business operations and adapting to particular company demands as well as quick market changes.
The new capabilities, which include customized use cases for commerce, sales, customer support, and marketing teams, represent the next step in delivering intelligent CX and enabling teams to operate more effectively and efficiently. This will assist clients in providing amazing customer experiences that distinguish their businesses, develop brand loyalty, strengthen customer connections, and ultimately drive revenue.
These new features, which are applicable throughout the SAP CX portfolio, include the ability to:
Automate Labor-Intensive Tasks with Curated Role-Based AI Tools
More than ten CX role-based tools are among the new AI capabilities, which seek to boost productivity and efficiency by automating repetitive operations, freeing up time for more complex areas of business. When a customer issue develops, AI can help summarize the scenario, align the team on the problem, offer an overview of customer sentiment, propose a solution, and even measure how soon the issue is remedied. This step improves efficiency, enhances the company’s bottom line, and gives employees more time to focus on key goals.
Retrieve Answers in Natural Language with Proactive AI
Using artificial intelligence to discover and answer client queries during interactions frees up sales and support staff to focus on other value-added duties. A salesman, for example, may get an e-mail from a customer inquiring about items. Intelligent Q&A examines the e-mail, highlights the main questions, and provides the salesperson with a suggested written response that contains the most recent product information.
Fortify Customer Identity and Access Management with AI
New AI risk-based authentication capabilities are being introduced in SAP Customer Identity and Access Management solutions. These new features protect user identification data and aid in threat prevention by gathering intelligence across all digital sites and brands. Users will have a single customer view and consent profile, connecting and adapting data for real-time consumer engagements.
Create Personalized Content Powered by Generative AI
The SAP Emarsys Customer Engagement technology, which uses generative AI, enables marketers to produce targeted, appealing email content that delivers the appropriate message to the right audience. The SAP Sales Cloud and SAP Support Cloud solutions will also have two new generative AI capabilities: AI-generated summary and e-mail response generation. These capabilities will assist users in identifying important information, having more successful client interactions, and ultimately providing greater customer support.
References
Revolutionizing Customer Experience: The AI Advantage
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