The latest developments in artificial intelligence within the SAP Customer Experience (CX) ecosystem.
The SAP Customer Experience (CX) landscape evolved dramatically in 2024-2025, with SAP introducing groundbreaking AI capabilities that are fundamentally changing how businesses engage with customers.
In the current and following blogs, we will be covering these developments to keep you abreast of the latest in the CX space.
Why AI in SAP CX
In the contemporary high disruption environment, North American businesses face unprecedented challenges: customer data is fragmented across disconnected systems creating incomplete customer views, teams waste countless hours on manual tasks like ticket categorization and data consolidation, traditional analytics deliver insights too slowly to act on real-time opportunities, personalization at scale remains an operational impossibility with conventional tools, expensive license-based software models strain budgets and limit experimentation, and privacy regulations like GDPR demand careful handling of customer data while leveraging AI's power.
These pain points have created a critical gap between customer expectations and business capabilities.This is the gap that SAP's latest AI innovations are designed to bridge.
This blog explores how SAP's groundbreaking AI capabilities including the CX AI Toolkit and Joule AI copilot are upgrading customer engagement through intelligent automation, unified data intelligence, and personalized experiences at scale.
The SAP CX AI Toolkit
The SAP CX AI Toolkit is a comprehensive suite of AI-powered tools that automates repetitive tasks, accelerates data analysis, and delivers personalized experiences at scale.
The toolkit integrates with multiple SAP data sources including Commerce Cloud, Sales Cloud, Service Cloud, and Customer Data Platform. It also connects seamlessly with external sources like Microsoft Office. This unified approach ensures AI works with your complete customer data landscape, not just isolated silos.
Pricing of the toolkit is usage-based which is a relief from traditional license-based costs. The users only pay what they use.
Personal data is obfuscated before processing by AI models, maintaining the highest standards of privacy and ethics.
Watch: SAP CX AI Toolkit Overview
Key Features Available Now
AI Shopping Assistant: an intelligent assistant that acts as a personal product expert. It uncovers complex product information hidden in specifications and manuals, helping customers find exactly what they need through conversational interactions.
Multi-Language Support: Generate content in English, German, French, Spanish, and Italian, with automatic language matching or manual selection. This capability is available across both Commerce Cloud and Service Cloud v2.
Product Catalog Management: Quickly remove or replace objects in product images and generate new images with overlays like logos or labels. The AI-powered customer review aggregator provides concise summaries of product feedback, keeping your catalog fresh and engaging.
Intelligent Q&A Systems: Analyze customer emails to highlight key inquiries and provide accurate, context-aware responses. These systems can now draw from your internal documents, files, and customer service interactions for responses tailored to your specific business.
Preconfigured AI Agents: purpose-built AI agents that make automation more accessible. The case classification agent streamlines issue identification and routing. The knowledge creation agent automatically transforms case resolutions into searchable knowledge base content, building institutional knowledge with every customer interaction.
Shopping Assistant Enhancements: Add-to-Cart functionality, creates a seamless path from product discovery to purchase.
Watch Shopping Assistant for e-Commerce: Natural Product Discovery in Action
Integrated 360° Customer View: Pull configured information directly from customer profiles for unparalleled personalized automation.
Custom AI Agent Builder: a no-code interface enables your team to create specialized AI agents tailored to your unique business processes, with capabilities to send automated emails and make API calls to SAP and external systems.
Translation AI Agent: Automatically translate product content across multiple languages while maintaining brand voice and technical accuracy.
Learn more about using SAP AI CX Toolkit in SAP Commerce Cloud. Using SAP CX AI Toolkit in SAP Commerce Cloud
Joule: SAP's AI Copilot Leakproofing Business Processes
Joule's agentic architecture allows multiple AI agents to work together autonomously and it is embedded across SAP's cloud portfolio. Your service teams will have an AI assistant that understands business context, can execute complex workflows, and provides insights when and where they're needed.
For example, when a case classification agent identifies a billing dispute, it can automatically route it to a cash collection agent, which then orchestrates across finance, customer service, and operations to validate details and recommend resolutions in seconds rather than hours.
Role-Based AI Assistants
Role-based AI assistants are tailored to specific user roles and automatically invoke the right agents for the job. A service manager dealing with customer escalations or a sales professional managing opportunities can receive targeted insights without needing to know which specific AI capabilities to use.
Four Pillars of Intelligent CX
SAP's approach to AI in customer experience is built on four foundational pillars:
Connected: Seamlessly uniting operational and experience data across back and front office operations, delivering holistic experiences while protecting your total cost of ownership.
Insightful: Rapidly transforming your critical data into proactive, contextual insights that drive real business outcomes. Meaningful generative AI capabilities are infused across the entire solution portfolio.
Adaptive: Experiment with agility through SAP's hybrid composability approach, extending core capabilities with pre-integrated, certified partner solutions.
Industry-Tailored: Deep industry context and experience across over 25 industries, coupled with a rich partner ecosystem, ensures solutions meet the unique needs of your industry and customers.
Getting Started with AI in SAP CX
As your SAP partner, we're here to help you convert your SAP CX innovation into meaningful outcomes including simpler journeys, improved service and better informed decisions. To move ahead with your AI in SAP CX journey, our experts recommend to:
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Assess Your Current State: Evaluate which customer experience processes could benefit most from AI automation and intelligence.
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Explore the CX AI Toolkit: Review the available features and identify quick wins that align with your business priorities.
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Plan for Integration: Consider how AI capabilities can integrate with your existing SAP landscape and complement your current workflows.
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Prioritize Use Cases: Start with high-impact, well-defined use cases rather than trying to implement everything at once.
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Prepare Your Data: Ensure your customer data is clean, integrated, and accessible across SAP CX solutions to maximize AI effectiveness.
Contact us today to discuss how these innovations can drive measurable results for your business.
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