SAP is adding new AI applications to its customer experience (CX) apps and integrating them into its existing business technology platform, and it's adding an AI toolkit to its Sales Cloud.
The company said the addition of various AI applications follows a four-year process of redesigning its SAP cloud environment, with the goal of allowing CX data to move freely between various apps offered by SAP and the mySAP ERP platform.
According to TechTarget, the company needed to “liberate” data that was previously spread across different applications and make it available across SAP's portfolio of e-commerce, sales, marketing, and customer service solutions. It's inconceivable that in 2024 the company won't add more AI capabilities that connect all that data in a meaningful way.
At Sapphire in Orlando, it was already clear that SAP is all in on AI: SAP's AI assistant, now called Joule, will be available across all of the company's solutions, initially in S/4HANA, Customer Data Platform, BTP Cockpit, Build and Dirt Code, and the Cloud Public and Private editions of SAP Integration Suite.
Additionally, SAP is offering a number of new AI tools for Sales Cloud, including predictive capabilities that can let account managers know which individuals within a client's organization will play a key role in closing a deal, as well as “lead boosters” and account summaries, eliminating the need to manually compile information about target accounts as this is largely automated by AI.
These new applications add to the existing CX AI toolkit, which allows users to add custom genAI services to the CX apps they use from SAP. It also comes with pre-built AI tools, such as a personal shopper bot in SAP Commerce Cloud that answers customer questions based on a company's own knowledge base. The personal shopper also makes recommendations based on previous questions and the customer's search history. In addition, SAP will also release an AI image generator for e-commerce.
AI-Automated SAP ECC and BW Migration
During Sapphire, SAP also announced the development of a solution within SAP DataSphere to ease migration from SAP ECC and SAP BW to SAP S/4HANA. To achieve this, SAP is using advanced AI models that can provide insights into the legacy environment and customizations being migrated.
The company has developed a roadmap to enable customers to migrate from legacy SAP ECC and BW to S/4HANA much faster. SAP ECC is the legacy ERP system that contains the application logic, and SAP BW is the ECC data warehouse. SAP ECC migrations are notoriously complex, time-consuming, and costly. SAP believes it has now solved that problem.
Read also: Christian Klein: “SAP has the most modern cloud stack of all SaaS vendors”
