2025 – The Year of AI in Enterprise Solutions
Business users have become more open to innovations. They are ready to invest resources in process optimization, freeing up employees' time, and consequently directing these efforts toward revenue growth.
Sapiens Tech continuously explores new opportunities to enhance SAP solutions for our clients. In this article, we share our approach and real-world use cases of artificial intelligence (AI) in combination with SAP C4C.
What's new in SAP Sales and Service Cloud?
For the SAP Sales and Service Cloud V2, the number of AI features and Generative AI (Gen AI) is impressive. All releases are available in the SAP roadmap, link to resource here.
Unfortunately, SAP Sales and Service Cloud V1 of these products was left without significant AI updates.
However, there’s a solution! You can use integration with SAP CX AI Toolkit, manual here. Or SAP proposes the SAP AI Core service, where you can integrate partner models or your own models with your SAP solutions, leveraging SAP BTP capabilities.
How do we use AI in SAP Sales & Service Cloud v1?
Our SAP CX consulting team analyzed all available AI features from SAP and created a list of potential improvements for C4C version 1.
Our methodology:
Business Case: AI for Visit Preparation
One of the solutions we implement improves the Visit Execution process, particularly the preparation for visits.
The problem: A Sales Representative performs more than 10 visits daily. Preparing for each takes 2–15 minutes. The data for analysis includes:
The solution: AI analyzes all this data, identifies deviations, and generates conclusions as a note. Recommendations are created in the native language of the Sales Rep or the Contact person.
Expected benefits:
Implementation scheme:
Screenshots of the final system result: