Meet CX AI Toolkit – the AI revolution in Customer Experience

In an era where artificial intelligence (AI) is advancing at a dizzying pace, companies are bombarded with new technologies and tools that promise to revolutionize the way they do business. It’s easy to get lost in this thicket of innovation, and choosing the right solutions can be a challenge.

Fortunately, the CX AI Toolkit stands out from the competition for its simplicity and intuitiveness. It makes even the most advanced AI technologies accessible to any enterprise, and easy to use for the business user.

In this article, we’ll take a look at how CX AI Toolkit can help your company effectively manage customer experience, while simplifying processes and increasing efficiency, without having to immerse business users in the world of prompts or other technical concepts.

Application of AI in the area of Customer Experience (CX) 

Did you know that the CX area is where an investment in artificial intelligence, including Generative AI, can yield the greatest benefits?

As McKinsey estimates show, the areas of Sales, Marketing, Customer Operations, the core of SAP CX, are among several areas where the use of AI technologies could prove crucial.

What is CX AI Toolkit?

CX AI Toolkit is a tool that, in a simple and accessible way for non-technical people, will help take advantage of the benefits of Artificial Intelligence in customer service processes.

The system provides business users with AI functions that they can use in several ways:

• Mobile App

It allows easy access to all functions from the main panel in the browser.

• Chrome extension

Easy access from the Chrome plugin

• Tool built into SAP CX solutions

Navigate to the tool directly, for example, from SAP Sales/Service Cloud version 2 (icon on the toolbar, upper right corner).

As mentioned earlier, the CX AI Toolkit integrates easily (only tenant address and authentication required) with other SAP CX systems. These include:

• SAP Sales/Service Cloud version 2 or SAP Sales/Service Cloud (C4C)
• SAP Commerce Cloud
• SAP Customer Data Platform

What are the main business applications of CX AI Toolkit?

AI Tools:

Ready-made tools for generating content to support users like:

• Generate a summary of the customer description:

• Generating a summary of the meeting
• Generating a summary of a sales opportunity

• Generate a blog post, or a social media post
• Generating a description and image of a product, based on its attributes

AI Tool Builder:

A function that allows us to generate tools based on defined parameters, for example, we can easily prepare a tool that will generate an email to a customer with whom we have already had contact and open potential opportunities, proposing a further meeting:

AI Agent Builder:

A tool to automatically answer questions related to business objects, based on the data in the system, through the use of natural language processing.

Smart actions:

Based on its integration with Microstoft 365, the tool analyzes emails, and recommends next actions – finding answers to questions or suggesting scheduling a meeting, for example.

Benefits of CX AI Toolkit

• More efficient work – CX AI Toolkit automates repetitive tasks, which translates into more effective work
• Better understanding of customers – the tool can easily find the ones that your Marketer or Seller currently needs the most from a huge amount of data on customers and their behavior
• Simplicity and short implementation time – in as little as a week and without building complex AI tools and models, it is possible to get started and use the features included in CX AI Toolkit.

 What Apollogic can support you with:

• Configuring the tool
• Connection to your SAP Sales/Service Cloud, SAP Commerce, SAP Customer Data Platform systems
• Support in expanding the capabilities provided by the tool (e.g. By building new AI Tool and AI Agent.