In the realm of customer interaction and experience, AI holds unparalleled potential to elevate customer experience (CX) by automating tasks, providing deep insights into business data, and enabling personalized customer interactions. Scaling customer management alongside efficiency gains now feels within reach.
AI in customer experience (CX) is much more than processing text and data. It’s about optimizing business processes through AI-driven insights. From automating routine tasks to creating personalized customer profiles, AI promises to transform the way companies interact with their customers fundamentally.
Notably, new possibilities have emerged to ensure a consistently personalized and efficient customer service experience across sales and service. AI-driven CRM features are designed to enhance customer loyalty while boosting efficiency and profitability for businesses.
The continuous improvement of AI technology now provides companies with remarkable opportunities to make their operations significantly more productive and efficient. Responding to this trend, SAP is integrating new AI elements into their SAP Sales & Service Cloud V2. From lead and deal intelligence to machine translations, the new AI features bring substantial efficiency improvements. Notably, the capabilities for analyzing relationships and customer data in the Sales Cloud V2 and intelligent ticket categorization in the Service Cloud V2 promise to fundamentally change the way companies operate.
Expand Your Business Horizon with the Intelligent SAP Sales and Service Cloud V2
In today’s dynamic business landscape, integrating artificial intelligence (AI) into customer experience (CX) solutions is no longer a luxury but a necessity. One key area where AI plays a significant role is sales. In the SAP Sales Cloud V2, for example, new features such as “Appointment Summary” enable the creation of meeting summaries with prospective customers in Microsoft Teams. This AI feature provides an overview of the meeting, captures sentiment, lists participants, and identifies key terms and product references. Based on this data, it offers action recommendations, making customer meeting management and follow-up more effective and efficient.
SAP’s Sales Cloud V2 is rich in AI functionalities designed to help sales teams operate more efficiently.
AI Features in SAP Sales Cloud V2:
- Intelligent Lead Scoring predicts lead success.
- Automated Opportunity Scoring provides insights into the likelihood of closing deals.
- Business Text Intelligence analyzes communication threads to uncover hidden opportunities.
- Product Recommendations are generated based on customer history and preferences.
- Intelligent Customer Insights offer sales teams recommendations by categorizing accounts with configurable scores.
- Generative AI Capabilities summarize account information and suggest emails.
- Opportunity Close Date Prediction (planned feature) predicts the anticipated close date of opportunities.
- Appointment Summary creates meeting summaries in Microsoft Teams.
- Custom Processing allows users to create scenarios for the use of AI depending on document type or business context.
Recent advancements in digital customer service are equally impressive. SAP’s Service Cloud V2 includes AI features that promise to revolutionize customer service.
AI Features in SAP Service Cloud V2:
- Automated Ticket Assignment and Prioritization improve response times.
- Similar Ticket Analysis and Recommendations simplify problem-solving.
- NLP-Driven Ticket Analysis provides a deeper understanding of customer inquiries.
- Machine Translations and Template Recommendations support communication.
- Effort Estimations for Ticket Processing optimize resource allocation.
- Ticket Interaction Summaries, including correspondence, save time.
SAP is also developing additional AI capabilities that extend beyond individual products to SAP’s entire product portfolio. These capabilities can draw on both SAP data and third-party data sources, with Joule, SAP’s generative AI assistant, playing a key role. In the CX realm, Joule will assist companies in optimizing their sales and service workflows, for example, by identifying weak areas, analyzing supply chains, and offering improvement suggestions.
SAP’s New Generative AI Assistant: Joule
Joule is SAP’s generative AI assistant, integrated or soon to be fully embedded in SAP’s cloud enterprise platform. It is designed to provide proactive, contextual insights from SAP solutions and, crucially, third-party sources. Joule aims to facilitate faster access to business data to deliver intelligent insights, streamline workflows, and achieve better business outcomes. It will function across various SAP applications, including HR, finance, and customer management, providing users with quick and intelligent answers through natural language queries.
AI and CX: The Perfect Match
In an ever-evolving business world where customer experience has become a central success factor, AI represents a crucial step toward a smarter, more customer-centric future. The new AI-powered features in SAP’s Sales and Service Cloud promise to achieve what has long been a dream for many sales and service teams: expanding market engagement and customer support while establishing more efficient, higher-quality processes.
