AI is changing the status quo and big tech companies have been racing to make their solutions faster and smarter. SAP has been at the forefront of this race, embracing the new technology and making partnerships with other AI leaders such as Google, IBM, and Nvidia.
Enter the SAP CX AI Toolkit – a revolutionary new solution designed to transform the way businesses engage with their customers. Combining the power of artificial intelligence with the robust capabilities of the SAP CX portfolio, this toolkit promises to be a game-changer for companies committed to delivering exceptional customer experiences.
We talked to our Chief Executive Officer Martin Barzauner and Consulting Lead for Platform Architecture Advisory Thomas Flucher, to find out more about the SAP CX AI Toolkit and how it will change the way companies organise their business.
Unparalleled AI Capabilities
What sets the SAP CX AI Toolkit apart from other customer experience AI tools in the market? Thomas Flucher highlights the unique advantage of having access to multiple data sources, including SAP’s Commerce Cloud, Sales and Service Cloud, and SAP Customer Data Platform (CDP), as well as Microsoft Office. For even greater flexibility, businesses can easily connect their own custom data sources.
On top of these data sources, the toolkit offers an impressive range of AI services including content generation, text summarization, and image recognition. These use cases are integrated directly into the CX portfolio and give business users the flexibility to extend them according to their specific requirements using the AI tool builder – all without needing complex technical knowledge.
Transformative Business Benefits
The SAP CX AI Toolkit offers significant business benefits, particularly in how it connects AI services with all customer experience components. As Martin Barzauner, Chief Executive Officer at NETCONOMY, points out, this continuous AI-centric innovation across all CX products is a massive advantage. The toolkit’s ability to automate repetitive tasks and generate content efficiently allows businesses to focus on more critical and value-adding activities.
Robust Security Measures
Security and data privacy of AI solutions are crucial for large enterprises handling vast amounts of customer data, and SAP takes this responsibility seriously. The SAP CX AI Toolkit adheres to industry-leading standards for security, data privacy, and AI ethics.
Thomas Flucher outlines three critical pillars that ensure a trusted AI layer:
- Obfuscation: Personal data such as names and addresses are obfuscated, or replaced with tokens, before being sent to the AI model.
- Zero Data Retention: The toolkit ensures a zero data retention policy, meaning all data is removed once the AI model has completed its task.
- Human in the Loop: A human review is required before any action is performed, safeguarding brand safety and ensuring compliance with company policies and practices.
Opportunities in Digital Commerce
In the area of digital commerce, the SAP CX AI Toolkit opens up substantial opportunities for leveraging generative AI. Martin Barzauner notes that AI can significantly improve efficiency by automating time-consuming tasks like generating on-brand and engaging product descriptions or answering simple product questions. This automation not only enhances the customer experience but also frees up your teams to handle more complex and valuable tasks, driving overall business efficiency.
Seamless Integration
One of the standout features of the SAP CX AI Toolkit is its seamless integration with both SAP and Microsoft data sources. According to Thomas Flucher, SAP aims to make the toolkit accessible wherever you are – through web applications or a Chrome Extension, allowing users to leverage AI capabilities without disrupting their workflow. Additionally, SAP plans to integrate these AI use cases and features directly into core solutions like Commerce Cloud and SAP CDP, further enhancing flexibility and efficiency.
Final Thoughts on SAP CX AI Toolkit
The SAP CX AI Toolkit is positioned to revolutionize how businesses approach customer experience. With its unique AI capabilities, robust security measures, seamless integration, and transformative business benefits, it’s a tool that no forward-thinking company can afford to ignore.
