SAP CRM / Customer Experience Solutions
AI-powered agents for instant customer support and product discovery.
Executive Summary
SAP CRM / Customer Experience Solutions leverage advanced AI agents and tools to transform customer interactions. These intelligent agents empower customers to independently find products, check order statuses, and get answers to their questions instantly, enhancing the overall customer experience. By automating routine inquiries, the solution frees up sales and service teams to focus on more complex, high-value engagements. This leads to improved operational efficiency, higher customer satisfaction, and accelerated sales cycles. The platform integrates seamlessly with existing CRM data, providing a unified view of customer interactions and ensuring consistent, personalized support across all touchpoints.
Use Cases
- Automating responses to common customer inquiries.
- Guiding customers through product catalogs and discovery.
- Providing real-time updates on order status and shipping.
- Enhancing self-service capabilities for customers.
- Reducing workload for customer service and sales teams.
Features
Visibility
- Real-time Interaction Monitoring: Monitor live customer conversations with AI agents to ensure quality and identify areas for improvement.
- Customer Journey Mapping: Visualize customer paths and interaction points to optimize self-service and sales processes.
Intelligence
- Automated Query Resolution: AI agents automatically answer customer questions, reducing manual workload and improving response times.
- Contextual Product Recommendations: Leverage AI to suggest relevant products and services based on customer queries and historical data.
Technical Specifications
- Architecture
- Cloud-native architecture leveraging SAP Business Technology Platform (BTP) for robust integration, scalability, and extensibility.
- Deployment
- SaaS
- Authentication
- SSO/SAML, OAuth/OIDC, MFA
- API Available
- Yes
Infrastructure
- SAP Cloud Infrastructure
- AWS
- Azure
- GCP
AI/ML Stack
- SAP Business AI technologies
- Natural Language Processing (NLP)
- Machine Learning
Integrations
- SAP CRM
- SAP S/4HANA
- SAP Commerce Cloud
- Third-party applications via SAP Integration Suite
Security & Compliance
Certifications: SOC 1, SOC 2, ISO 27001, GDPR
Encryption: Data in transit encrypted with TLS 1.3 and AES-256; data at rest encryption provided by storage.
Pricing
- Starting Price
- Contact sales
- Target Customer
- Mid-Market,Enterprise
About SAP SE
SAP SE is a global market leader in enterprise application software, providing cloud and on-premise solutions for business operations. As a leading business AI company, SAP offers a comprehensive suite of applications spanning ERP, HCM, analytics, and more, leveraging AI, automation, and multi-cloud flexibility to help organizations manage their full employee lifecycle and optimize operations.