German software company SAP has announced an expansion of its generative AI capabilities. The upgrade applies to the Customer Experience (CX) tools.

Not a day goes by without an announcement somewhere about AI. Now it is the German SAP’s turn. Following previous implementations this year, the company is announcing enhancements to its generative AI in SAP CX. SAP is already working with Delaware on the technology.

Practical

As with many AI applications, SAP’s goal is to provide its customers with automation and a faster way to analyze data. The new features leverage both experimental and operational data from SAP and third parties. A majority of updates come via Joule’s own AI chatbot.

The extension includes tailored use cases for:

• commercial services
• Sales
• Customer service
• marketing

New features include more than ten CX tools designed to automate tasks. For example, AI can support customer service by summarizing a customer problem and immediately suggesting solutions. The system can also track the progress of the case.

Commercial managers can use AI to keep catalogs up to date and maintain product tags and descriptions. This is intended to provide more overview. In sales, AI can analyze emails and immediately suggest a response with the most up-to-date product information.

The digital customer is king

Supported by this SAP customer data platform AI can create customer profiles. This allows companies to combine data to create an overview of specific customers’ preferences and history. If problems arise, the customer team can get started straight away with such a profile.

For SAP Customer Identity and Access Management There will be features to protect identity data. This is done using AI authentication using information from all digital objects and brands. This means that all customer data is comprehensively protected.

Marketers can do this through the platform SAP Emarsys customer engagement Generate content for targeted emails now. The solutions Sales Cloud And Service Cloud Get AI capabilities for summarizing and generating replies to emails. This allows users to receive relevant information more quickly to support customers.