SAP CX, the global software giant’s Customer Experience division, has announced a range of generative AI capabilities across its portfolio of cloud solutions. This includes an AI assistant, ‘Joule’, that will be embedded beyond CX in SAP’s cloud offering. The capabilities will enable templated use cases for marketing, sales, customer success and commerce teams.
SAP CX is a major player in the martech space, especially among brands that have built their back-office on the SAP HANA cloud. The new genAI capabilities are powered by data from third-party sources, as well as SAP’s extensive set of experiential and operational data.
The capabilities include surfacing customer profile intelligence to customer-facing teams, creating email content within the SAP Emarsys Customer Engagement platform, reviewing customer questions and suggesting responses, automating catalog management, and increasing productivity with role-based tools.
For example, a customer service solution can summarise an issue, analyse customer sentiment, suggest a solution and track how quickly the issue is resolved. This is a significant development in the AI space, and will be of interest to technology-savvy business professionals.
Originally reported by Martech: https://martech.org/sap-cx-makes-its-generative-ai-move/
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