Accelerating Customer Experience (CX) with SAP Commerce & Conversational AI

An intelligent customer experience with Conversational AI

The Fourth Industrial Revolution is upon us, bringing technologies such as AI, IoT, and Blockchain. More than ever, businesses need to consider how to best leverage these solutions, reimagining the way they operate an intelligent and integrated customer experience. One such solution to consider is Conversational AI and the use of text and voice-based messaging apps to automate communications between businesses and their customers. As consumers continue to make greater use of these channels, businesses can seize the opportunity to integrate Conversational AI technologies.

Distinctive new Conversational AI channels

Powered by AI, Smart Chatbots are designed to automatically mimic a human response. These chatbots can message back and forth with customers throughout their commerce journey while also gathering data, and generating a more personalized experience.

Voice technology

Voice technology, enabled by AI, represents the next major disruption to the more traditional commerce channels and presents consumers with a new mechanism for purchasing. The general awareness of voice technology is high amongst consumers, thanks to the rise of Smart Speakers. It allows ease of purchasing, particularly for those with limited access to storefronts or who face online purchasing challenges, such as the growing number of consumers with disabilities.

Leveraging voice technology

Low-cost, less complex products

Voice technology as a purchasing channel is currently best suited to less complex and cheaper products, such as groceries and household items. Consumers are familiar with these purchases and do not typically spend much time on decision-making.

Private space

Consumers prefer to use voice technology at home or in cars because of privacy concerns. This opens the door to voice purchasing based on advertisements while watching TV or listening to the radio, or for a customer to purchase groceries while cooking.

SAP Commerce aids in facilitating Conversational AI

SAP has taken a number of steps in making its C/4HANA solutions conversational, while further enhancing core strengths and capabilities such as Time-to-Market and Modular architecture.

Three Key Benefits of Conversational AI with SAP Commerce

  • Fast, Accessible Service
  • Personalized Interactions
  • Cost-Saving Automation

PwC’s vision for Conversational AI and SAP Commerce

PwC recognizes conversational AI as the next natural interface for business transactions. To meet business outcomes and drive profits, PwC’s blueprint consists of four main business components:

Enterprise Systems

Identify the systems to be integrated with SAP Commerce and the integration touch points for the conversational agent.

Conversation Interface

Identify the stimulating points in a customer’s commerce journey where the conversational agent needs to make intelligent decisions.

Language Processing Capabilities and Actions

Determine the sophistication level for machine learning, intent recognition, and dialogue management.

Development and Management Needs

Establish business processes and the norms for data security and testing.

PwC’s delivery framework for Agile transformation

We’re here to help you create an end to end solution. To do so, PwC has developed a delivery framework: AIRe (Align, Innovate, Release, Evolve). AIRe is business-led, collaborative, and aligned with the business objectives that drive predictable value, speed, focus, and agility. AIRe incorporates industry standard Agile development approaches, such as Scrum and Scaled Agile Framework (SAFe), and PwC proprietary techniques such as BXT for delivery and digital accelerators.

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Munish Gupta

Principal, SAP CX Competency, PwC US

Reddy Kesari

Director, SAP CX Competency, PwC US

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