Advancements in AI for SAP Customer Experience: Enhancing Customer Experiences and Business Operations
Artificial intelligence (AI) has been a game-changer in reshaping businesses and creating new opportunities. At SAP Customer Experience LIVE, SAP discussed its approach to adopting AI to enhance customer experiences. The focus is on leveraging deep industry knowledge and vast customer data to devise AI strategies based on three key principles: relevance, reliability, and responsibility.
SAP is developing portfolio-wide AI capabilities accessible through a common interface, including the standalone app Joule. These capabilities, built on proprietary AI models and large language models, provide proactive, contextual insights across the enterprise to optimize business processes. Additionally, AI features are being embedded in existing products like SAP Sales Cloud and SAP Service Cloud to add further value.
The new AI capabilities aim to streamline catalog management, automate labor-intensive tasks, retrieve answers in natural language, and surface customer profile intelligence. These features will enhance product discovery, personalize recommendations, automate tasks, and provide valuable insights for sales and service teams.
Moreover, SAP is embedding AI capabilities in solutions like SAP Emarsys Customer Engagement to create personalized content and generate instant email responses. These enhancements will empower marketers to create compelling content and enable sales and service representatives to engage with customers more effectively.
Furthermore, SAP is fortifying customer identity and access management with AI-driven risk-based authentication to enhance data security and privacy for end-users. These innovations demonstrate SAP’s commitment to providing industry-tailored, connected, and adaptive products that support businesses in their digital transformation journey.
As the AI transformation continues to evolve, SAP remains dedicated to delivering relevant, reliable, and responsible AI solutions that comply with regulations. The future holds even more exciting updates, including AI capabilities in the new SAP Enterprise Service Management solution. Stay tuned for more advancements in AI technology from SAP Customer Experience.
Ritu Bhargava, President, and Chief Product Officer of Industries and Customer Experience at SAP, invites you to experience more at SAP Customer Experience LIVE. Join the journey towards a more intelligent and customer-centric future with SAP’s AI innovations.
