SAP is launching a series of new AI-powered customer experience features to support its sales and marketing department.
Revealed in the company’s Sapphire News Guide 2024, SAP seeks to empower its agents by equipping them with tools to automate and streamline time-consuming processes.
The new capabilities will be hosted in SAP Sales Cloud and will include a pair of predictive solutions aimed at improving sales efficiency.
Improved forecasting capabilities will allow businesses to better understand their revenue goals by predicting the likelihood of closing deals across an organization’s entire business portfolio.
The company’s predictive product and people recommendations, on the other hand, promise to eliminate “hours of research into potential customer needs and preferences” by recommending the person most likely to close a specific transaction, as well as ‘by predicting which product a customer is most likely to buy.
Sales will also benefit from AI-powered account summaries and lead boosters, which automatically generate lead reports by compiling each lead’s details, industry business context and relevant news.
Throughout the guide, SAP is keen to emphasize how these AI capabilities will be deployed to save time and support the company’s sales team, a point it reiterates when reviewing account summaries:
These AI-generated reports significantly reduce the need for manual information collection, giving sellers more time to focus on closing deals.
So let’s take a closer look at some of the other ways SAP is leveraging AI to improve its CX offerings.
SAP’s revamped CX AI toolkit
While the above solutions are specifically designed to make closing deals easier, SAP also announced several new AI capabilities aimed at improving the overall customer experience in sales and marketing, as part of its toolkit. CX AI tools.
AI Shopping Assistant
Scheduled to be available in the second half of the year, the solution will allow buyers to ask questions in everyday language and receive personalized answers and product recommendations on sites powered by SAP Commerce Cloud.
The company believes this will help consumers quickly find the products they need and improve their overall shopping experience.
Generative AI Tool Builder
This feature allows system administrators to create custom AI tools using data from SAP Commerce Cloud, SAP Sales Cloud, and SAP Service Cloud.
These tools can then be deployed to help personalize content to meet specific customer experience needs.
AI image creation
The tool is designed to reduce image production time in SAP Commerce Cloud and eliminate the need for external editing software.
It aims to achieve this by allowing business users to generate new product images with natural language prompts or remove and replace image backgrounds directly within the solution.
Like the shopping assistant, this feature should also be available to everyone in the second half of the year,
Recommendations from AI experts
Like the shopping assistant, this feature should also be available to everyone in the second half of the year.
The tool will allow individuals within an organization to connect with internal experts who can offer answers and insights, as SAP explains in the guide:
Instead of searching through emails and org charts, business users will be able to simply ask their questions in natural language and receive suggested expert names.
SAP stayed busy
Like many CX technology providers, it’s clear that AI is a priority for SAP in 2024, with the company having recently announced the expansion of its long-standing partnership with IBM to improve customer productivity and innovation by leveraging GenAI.
Dubbed the “Next Generation Value Partnership,” the new collaboration will focus on using GenAI and industry-specific cloud solutions to unlock business value for customers.
By integrating IBM’s GenAI infrastructure with SAP’s Rise program, which modernizes the legacy SAP enterprise resource planning system, they aim to integrate AI into SAP’s business workflows and industry-specific applications.
