What’s New and Upcoming in SAP CX AI Toolkit
SAP’s commitment to the CX AI Toolkit is best reflected through its rich and dynamic update cycle. The company plans to launch numerous new features each quarter, ranging from minor fixes based on user feedback to launches of fully fledged features, which will significantly enrich the value it provides.
We’ll monitor the newest changes each quarter and include the crucial ones here:
New Features and Updates for Q1 2025
The Q1 2025 updates bring more intelligent capabilities to the SAP CX AI Toolkit with AI-powered agents and smart content and catalogue management. This quarter’s key additions include:
- AI shopping assistant
- sales and service AI agents
- smart content and catalog management
AI Shopping Assistant
When customers shop online, they often face difficulties finding the right product. The new AI shopping assistant changes that through natural, intuitive conversations.
This AI agent understands complex queries, provides personalized product recommendations, and integrates seamlessly with your SAP product catalogs to ensure real-time access to accurate information.
By guiding users through their shopping journeys, the shopping assistant agent significantly increases product discovery and customer satisfaction.
Sales and Service AI Agents
Automation remains key to scaling business operations and improving customer interactions. The automated sales and service agents work tirelessly behind the scenes to boost productivity for your sales and service teams.
The service-focused AI agent prioritizes support cases, analyzes data to create knowledge articles, and ensures speedy resolutions. Meanwhile, the sales-focused AI agent directly addresses sales-related customer queries, allowing your team to close deals faster.
By handling day-to-day operations, these AI agents give customer-facing teams more time to focus on strategic tasks that create value for your company.
Product Content and Catalog Management
Keeping product catalogs fresh and engaging has always been a challenge. SAP’s Q1 updates introduce cutting-edge tools to simplify this process. The AI Image Designer allows users to quickly remove or replace objects in existing product images. It also supports AI image generation with overlays, such as logos or product labels, perfect for branding or campaign needs.
Additionally, you can now offer customers summarized insights with the AI-powered customer review aggregator, delivering concise overviews of product feedback.
Whether you’re revamping your product listings or improving the shopping experience, this feature set ensures your catalog stays a step ahead.
New Features and Updates for Q4 2024
The Q4 update focused heavily on making CX processes more efficient while providing customers with a delightful digital experience. In a sea of new features, SAP users seem to be most enthusiastic about:
- product image generation and editing
- multi-language support for commerce and customer service
- improved integration of Q&A features with your business data
Let’s talk about each one in more detail.
Product Image Generation and Editing
Unattractive and repetitive product images are something we face every day in digital commerce. That’s not surprising since it can take you anywhere from a couple of hours to several days to upload, edit, and format your product catalog.
This challenge is why users are so excited about the AI toolkit’s new image generation and editing capabilities. You can now create beautiful product images in seconds using a simple text prompt. As a bonus, you can improve your existing product images by swapping the background or changing their dimensions to ensure they fit any screen.
Now, you can have a stunning product catalog without the need for extensive design work, saving both time and costs while staying on-brand.
Multi-Language Support
Multinational companies often face challenges when engaging with customers across regions and languages. This is especially true in customer service, where getting the nuances right can mean the difference between a loyal and an angry customer.
Powered by advanced natural language processing models, the multi-language support offered within the SAP CX AI Toolkit means you no longer have to worry about getting lost in translation. The best part is that the support is available both within SAP Commerce Cloud and Service Cloud v2, multiplying your opportunities to engage with customers from other countries.
Your teams can now either select their preferred language (in which all content will be generated, regardless of the input language) or pick the default. This second option means the solution will try to match the language of the generated content to the input.
Currently, the solution covers English, German, French, Spanish, and Italian, with SAP planning a steady rollout of other languages in the upcoming period.
Integration of Q&A Features with Your Business Data
The development of new generative AI models is slowing down. As a result, AI companies are shifting focus to providing more valuable use cases for their existing models. One of those is the introduction of agents – AI solutions that can connect directly with your system and use the information there to provide contextual answers or even run some of the mundane background operations.
Even though SAP has yet to release this feature, we can see them laying the groundwork by enabling you to tightly integrate the SAP CX AI Toolkit into your data landscape. Thanks to this new feature, your teams can generate answers based on your internal documents, files, unstructured data, and customer service interactions.
This results in responses that are not just more accurate, but also tailored to your specific business, resulting in superior data-driven decision-making.
What’s Upcoming with SAP CX AI Toolkit
Aside from highlighting features already out, we want to give you a sneak peek at features that SAP is planning for the beginning of 2025.
Some of these include:
- data optimizer AI agent that proactively translates product names, descriptions, and attributes based on business requirements
- automated agents that run behind the scenes to increase the business productivity of your teams
- integrated 360–customer view that enables you to pull configured information from their customer profile, providing unparalleled personalized automation.
As we mentioned at the beginning, the number and complexity of new features clearly show SAP’s commitment to being a leading player in the AI space. If you’d like to learn more about how the SAP CX AI Toolkit can help your company take the lead, feel free to get in touch and book a free consultation with our team.
We also recommend that you bookmark this page and return regularly, as we will update it with new features as they become available.
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