GenAI promises much, but it can sometimes be difficult to see how a technology with so much potential for transformation can fit in your organisation. AI is firmly on the C-suite’s agenda. But according to a recent PwC Pulse Survey, while 46% of executives have told us that they intend to take the plunge with the technology in the short to medium term, 88% also admit that they struggle to capture value from their investments. Our recent GenAI Roadshows with SAP showcased how GenAI can fit practically into any organisation and help deliver value.
SAP is one of our Alliance partners. These are strategic relationships with leading innovators aimed at showcasing how their technology, when combined with our deep industry knowledge, can build positive outcomes for our clients. The Roadshow events took place in 13 locations across Europe and the Middle East, including Amsterdam, Athens, Brussels, Dubai, Istanbul, London, Milan and Riyadh.
During the Roadshows, we welcomed more than 150 business and technology leaders to discover how SAP is using GenAI in its enterprise suite. We wanted to show that its potential is more than simple generation of slide decks or spreadsheet formulas. Instead, GenAI is embedded in SAP and can be applied to a range of enterprise use cases or workloads.
We showcased a number of examples at the Roadshow. The first demonstrated how GenAI supports human agents in the SAP Enterprise Service Management platform, which is used to optimise service delivery across an organisation. GenAI can quickly generate a case summary for the agent based on the history of interactions between a customer and the organisation. Based on that summary, the AI can auto-generate a suggested email response for the customer.
In another example, we demonstrated how Joule, SAP’s GenAI copilot, can fundamentally change how users interact with the whole SAP suite. Joule enables users to interact with SAP through a natural language interface. Joule supports three conversational patterns. It allows users to ‘navigate’ the system and find the functionality they need to complete tasks. The ‘transactional’ pattern supports users in completing those tasks in a more efficient way. And the ‘informational’ pattern enables users to retrieve the information they need from existing documents in the SAP system.
We also shared an analytics success story based on our work with a German manufacturing firm to draw out insights from their financial data. The existing process was manual and time-consuming, and the company was drawing in an “extremely large volumes of data” with considerable duplication. This resulted in a lot of people replicating a lot of work. We helped the firm to train machine learning on the data to help it identify the data needed to generate insights and build financial reports using conversational AI interfaces.
These are just three examples of how PwC and SAP can support customers and demonstrate how tangible GenAI has become as a tool for organisations of all kinds. Through our alliance with SAP, we are able to support many more use cases, and post-show networking was a rich vein of discussion about the potential for everyday process transformation as well as what is coming in the future.
“At PwC, we're committed to turning AI aspirations into reality with effective use case implementations. Clients who have attended the PwC-SAP Business AI roadshows were able to view and understand how, with the right combination of AI expertise and business acumen, GenAI can become deeply embedded in organisational processes, enhancing decision-making and efficiency. The PwC use cases presented to our clients illustrated the art of the possible with powerful examples.”
Marc Bourde,EMEA SAP Leader, PwC UKAuthors
