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Create Conversational Applications to Transform the Digital Enterprise

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SAP Conversational AI Practices

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Create Conversational Applications to Transform the Digital Enterprise

  1. 1. SAP Partnerships for Application Developers and Software Vendors Create Conversational Applications to Transform the Digital Enterprise SAP® Conversational AI Services ©2019SAPSEoranSAPaffiliatecompany.Allrightsreserved. 1 / 10
  2. 2. 2 / 10 Table of Contents 3 Leverage Breakthrough Innovations in Deep Learning and Natural Language Processing 4 The Power of SAP Conversational AI 5 APIs Ease Integration 5 A Powerful Tool for Any Industry 6 Use Cases 7 Get Everything You Need in a Comprehensive Partner Program − SAP PartnerEdge - Build 8 Get Started with SAP Conversational AI and SAP PartnerEdge – Build © 2019 SAP SE or an SAP affiliate company. All rights reserved.
  3. 3. 3 / 10 Apple’s Siri and Amazon’s Alexa have familiarized the public with the capacity for a more casual and conversational human- computer interaction and increased expectations for that kind of accessibility in other scenarios. Now, software vendors and solution providers can augment their applications by integrating this technology with SAP® Conversational AI services. SAP Conversational AI is one of the leading chatbot platforms for intelligent enterprises. It features world-class natural language processing (NLP) technology so you can build bots that truly understand humans – quickly and easily. Through an efficient bot-building process and full integration with the SAP software suite, you can launch your bot in days. SAP wants to partner with you so that together we can utilize AI and chatbot technology for the benefit of our mutual customers. Accordingly, if you are looking for the best opportunity to develop and market your software and leverage this capability, you can utilize this document to identify the key technology and business advantages of aligning with SAP and using SAP Conversational AI. The AI transformation is upon us, and the marketplace is eager for the utility and convenience that come with language recognition. Many people don’t even recognize when their customer service or order processing responses are being handled by chatbots. With this service, you can: Leverage Breakthrough Innovations in Deep Learning and Natural Language Processing Chatbot Capabilities Build new apps or extend existing solutions with market-leading chatbot capabilities Tailor solutions to specific needs using tools such as Bot Builder, Bot Connector, Bot Analytics and Bot Training Tailor Solutions with Tools Use a guided tutorial to build your first functional chatbot with SAP Conversational AI, then deploy it to an external channel Guided Tutorial As an SAP partner, you have access to the most innovative technologies and gain reach into one of the largest global marketplaces. In turn, SAP benefits by having your cutting-edge solutions as part of our ecosystem – broadening the reach of SAP platforms and supporting our mutual customer base. Join more than 5,000 independent software vendors (ISVs) who are partners in the “Build” engagement model of the SAP PartnerEdge® program, which supports and sustains your ISV journey SAP PartnerEdge® Build Gain access to a marketplace of over 400,000 global business customers and 100 million cloud subscribers SAP PartnerEdge® Build © 2019 SAP SE or an SAP affiliate company. All rights reserved.
  4. 4. 4 / 10 The Power of SAP Conversational AI Leverage the power of entity recognition, text classification, sentiment analysis, and context management with natural language processing. Bot Training includes: • Using NLP technology to build human-like chatbots in any language • Rapid development with simple, collaboration, versioning, and environments • Faster and more-efficient coding due to enriched information Plug human-like text understanding into your chatbots Set up and manage your conversation with powerful Bot Builder, where you can: • Use Bot Builder to manage every way a conversation can go, without any setup • Fine-tune conversations by using sentiment analysis, language detection, and emojis • Reuse Bot Builder to make chatbot building much faster Build context aware conversation flows Getting a software development project moving forward quickly is crucial to developers who want to see a quick time to market and ROI. SAP Conversational AI provides a comprehensive bot- building platform that allows you to leverage the power of NLP and extend your application with conversational interfaces in minutes. The platform capabilities that make it possible include: Integrate your chatbot into any communication channel through our standardized API: • Connect your chatbot to any communication channel or fallback system to provide a smooth experience for all users • Transform all chatbot messages into one standard format that’s compatible with all channels • Customize your chatbot experience with native support for text, images, cards, buttons, and rich messaging features from different channels Connect to any channel in a click Understand how your chatbot is used and leverage that data to improve the performance of your data set: • Refine your training through our log feed by correcting when user sentences are misunderstood • Understand how your users are talking to your chatbot and improve the experience based on data as well as the underlying ROI of the bot • Understand your training data set and enhance its performance with tips generated during your benchmark Leverage the power of data © 2019 SAP SE or an SAP affiliate company. All rights reserved.
  5. 5. 5 / 10 APIs Ease Integration Because APIs have been formatted throughout the platform, it is very easy to integrate them within any service. Also, any actions that are performed through the interface can be done using our API, including creating bots, intents, expressions, tag entities, and more. Another advantage is that all data can be extracted from the platform easily with the output configured as the developer specifies. Developers are able to gain full access to detailed documentation. A Powerful Tool for Any Industry Because most organizations are already using some form of intelligent conversation, customer and employee expectations for human-computer interactions are growing. One reason is that it is being used effectively in a growing number of applications and industries. For example: In reality, organizations need to recognize that if they don’t start employing chatbots, it can damage their business through employee frustration, lowered productivity, and an outdated image. As an ISV, you have the opportunity to evolve your own application and help your customers and users maintain a competitive edge through the use of SAP Conversational AI services. Get started now by building your first chatbot with SAP Conversational AI using this free, self- directed tutorial. © 2019 SAP SE or an SAP affiliate company. All rights reserved.
  6. 6. 6 / 10 Use Cases for Conversational AI User Experience Renovation Using AI by BoodsKapper Situation: We have all experienced long wait times for customer service and know that it leads to frustrated and even angry customers. Chat based solutions were supposed to help but have resulted in multitasking customers who leave agents having to wait. Challenges: Normal chat programs engender poor service as they often require agents to carry on five or more conversations simultaneously. Meanwhile, manual message support is expensive to manage as agents need to manually fetch the desired information. BoodsKapper desired to develop an automated, text-based system that would use advanced AI algorithms to predict user’s intent and react accordingly. Solution: By building on the SAP Cloud Platform, BoodsKapper was able to provide its customers with an interactive, multi-channel (SMA, Facebook, Messenger, etc.) customer service experience driven by SAP Conversational AI. It has the ability to hold conversations at near human level and technical service that allows users to query the system regarding costs, plan type, comparisons and more. The results that BoodsKapper customers are enjoying include a 10X reduction in issue resolution time and a 75% cost reduction in call center operations. © 2019 SAP SE or an SAP affiliate company. All rights reserved.
  7. 7. 7 / 10 Skybuffer Drives Efficiencies with Chatbots That Really Work Situation: Artificial Intelligence isn’t very valuable if it’s ignorant! For many people their experience with talking to their computer or phone has been filled with disappointment. We ask our phone to call “Cesar Rodrigues” and it replies,“Did you mean Steve Robinson?” If organizations are going to find value in this technology, it must be able to understand the customer in their normal speaking voice and pattern. Challenges: Organizations don’t always adopt new technologies such as chatbots quickly. Perhaps it’s the desire to make sure they are working perfectly and a desire to avoid the risk of a technology failure. Or perhaps their IT department doesn’t have the expertise yet to get the latest technology up and running. These are valid concerns that could cause the enterprise to wait on implementing conversational AI. Solution: Skybuffer managed to overcome these challenges with an SAP connected chatbot that really works, talks and makes sense. Moreover, it is rich in functionality with hundreds of SAP specific competences, knowledgeable across dozens of SAP lines of business, voice-enabled and can perform in any language a business user speaks without additional language specific AI model training. It is all made possible thanks to a unique combination of SAP Cloud technologies of Conversational Experience, Language Experience and Machine Learning domains. The Skybuffer AI Content for SAP ERP (SAP S4HANA) is offered as a single package including all future upgrades and development. In addition, the solution provides the customers with their chatbot trouble-free integration into multiple channels and enables further tuning of the chatbot AI skills via a customized management portal. © 2019 SAP SE or an SAP affiliate company. All rights reserved.
  8. 8. 8 / 10 Everything You Need in a Single Rewarding Partnership Experience: SAP PartnerEdge ‒ Build • The “Build” engagement model allows you to engage with SAP solutions, resources and our ecosystem, whether you’re just starting to explore SAP development tools, are ready to create new commercial solutions built on SAP technology, or want to integrate your existing solutions with SAP offerings. • The full SAP PartnerEdge program provides you with easy-to-consume resources and access to partner advisory and support services to help you plan, develop, and then take your commercial solution to market effectively, at scale. • Our partnership agreement makes it simple for you to engage with SAP, allowing you to list and transact your solutions on SAP App Center, or bundle and embed SAP technology through runtime licenses. You can also explore a custom terms option to fit your own business model. Whether you’re creating stand-alone commercial software, extending SAP solutions, integrating and connecting to SAP data, or modernizing an existing application, the “Build” engagement model of SAP PartnerEdge will support you in your journey. Designed for ISVs and solution providers, this partner offering gives you access to a comprehensive range of planning, design, development, and go- to-market (GTM) services. It enables you to leverage the latest in intelligent technologies and platforms − reducing risks, speeding your time to value, and opening new business opportunities. Program Benefits: • Rapid onboarding and enablement • Learning resources: How-to guides, tutorials, videos, cookbooks, tech support, and more • Access to SAP’s broad portfolio of technologies and solutions • Solution qualification and (optional) certification • GTM support and enablement • Access to SAP partner brand • Exposure to over 400,000 SAP customers through co-marketing and listing on SAP App Center • Embedding and bundling at standard terms • Custom commercial terms possible* Get exposure to over 400,000 SAP customers – start by selecting the partner level that fits your innovation and go-to-market needs. Learn more at the SAP PartnerEdge – Build site. * Available to partners that meet specific criteria and commitments (SAP whitespace industry or LoB, committed business plan, dedicated sales and marketing resources, financial commitment) © 2019 SAP SE or an SAP affiliate company. All rights reserved.
  9. 9. 9 / 10 Intelligent technologies and cloud are enabling new opportunities for ISVs. Explore how partnering with SAP will help you design, innovate, and market the new solutions needed to reinvent your business, compete, and succeed in the new digital era. SAP Conversational AI and the “Build” engagement model in SAP PartnerEdge provide you with the tools, support, and capabilities needed to accelerate your development and solution innovation. Get Started with SAP Conversational AI and SAP Cloud Platform and SAP PartnerEdge – Build sap.com/buildbetter Get started today: Grow your business through SAP® PartnerEdge® – Build https://cai.tools.sap/ Learn more about SAP Conversational AI sap.com/build-a-bot Use the guided tutorial to build your first chatbot © 2019 SAP SE or an SAP affiliate company. All rights reserved.
  10. 10. © 2019 SAP SE or an SAP affiliate company. All rights reserved. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP SE or an SAP affiliate company. The information contained herein may be changed without prior notice. Some software products marketed by SAP SE and its distributors contain proprietary software components of other software vendors. National product specifications may vary. These materials are provided by SAP SE or an SAP affiliate company for informational purposes only, without representation or warranty of any kind, and SAP or its affiliated companies shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP or SAP affiliate company products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty. In particular, SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document or any related presentation, or to develop or release any functionality mentioned therein. This document, or any related presentation, and SAP SE’s or its affiliated companies’ strategy and possible future developments, products, and/or platforms, directions, and functionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reason without notice. The information in this document is not a commitment, promise, or legal obligation to deliver any material, code, or functionality. All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. Readers are cautioned not to place undue reliance on these forward-looking statements, and they should not be relied upon in making purchasing decisions. SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP SE (or an SAP affiliate company) in Germany and other countries. All other product and service names mentioned are the trademarks of their respective companies. See http://www.sap.com/copyright for additional trademark information and notices. www.sap.com/contactsap Follow us

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