Published on October 25, 2023, 4:51 pm

TLDR: SAP has announced the rollout of new generative AI features in its customer experience (CX) suite to enhance customer service and marketing tasks. The AI features cover various sectors, including commerce, sales, customer service, and marketing. SAP's focus on integrating AI with Enterprise Resource Planning (ERP) systems ensures a seamless connection between operational data and customer experience. The company prioritizes privacy and security, implementing measures to protect customer data from unauthorized access. Additionally, SAP has introduced updates aimed at improving productivity and customer satisfaction, including role-based tools for automating routine tasks and intelligent responses to queries. With its Intelligent CX strategy anchored in industry-specific solutions, SAP aims to deliver cutting-edge AI-powered solutions for complex enterprise use-cases while safeguarding customer data.

Explore the dynamic world of Customer Experience (CX) with SAP as they continue their five-year journey into customer experience software. SAP recently announced the rollout of their latest generative AI features in their CX suite, aiming to streamline customer service and marketing tasks while providing businesses with valuable insights for more personalized customer interactions.

The newly introduced AI features cover various sectors, including commerce, sales, customer service, and marketing. Sven Denecken, SVP & Chief Marketing and Solutions Officer at SAP Industries & CX, emphasized the importance of integrating AI with Enterprise Resource Planning (ERP) systems to ensure a seamless connection between operational data and customer experience. By leveraging deep integration within the SAP ecosystem and third-party sources, businesses can benefit from more tailored experiences for customers and improved decision-making for profitability.

SAP’s Intelligent CX solutions prioritize relevant, reliable, and responsible “Business AI.” One notable addition is Joule, a natural language generative AI copilot embedded into SAP’s cloud enterprise portfolio. Joule leverages business language and data from SAP’s solution portfolio to deliver insights and assistance.

Maintaining privacy and security is crucial when it comes to AI integrations. Denecken highlighted SAP’s commitment to protecting customer data through strict security measures. SAP prioritizes secure data retrieval, personal identifiable information obfuscation, and bias prevention to ensure that customer data remains safe from unauthorized access.

In addition to these advancements in generative AI technology, SAP has also unveiled several product updates aimed at boosting productivity and improving customer satisfaction. These updates include over 10 role-based tools that help CX professionals dive deeper into their roles by automating routine tasks. The new AI tools also ensure catalog health by accurately tagging products for better visibility in search results and providing intelligent responses to customer queries within conversations.

Furthermore, SAP is focused on offering holistic views of customers through its subsidiary Emarsys. By leveraging AI-generated customer profiles from the real-time SAP Customer Data Platform, businesses can gain comprehensive insights and present a holistic customer profile.

Looking ahead, SAP’s Intelligent CX strategy aims to provide industry-specific, AI-infused solutions. Their strategy is anchored in four pillars: industry-tailored, connected, insightful, and adaptive. SAP’s recent AI enhancements are a testament to their commitment to this strategy and to delivering AI-powered solutions for complex enterprise use-cases.

As SAP continues to innovate and expand its presence in the CX space, their dedication to safeguarding customer data and delivering cutting-edge AI solutions remains unwavering. With a strong focus on relevant, reliable, and responsible “Business AI,” SAP is poised to shape the future of customer experience with their intelligent CX offerings.


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