SAP CX AI Toolkit: Optimising Customer Experience with AI - powered by KPS

SAP CX AI Toolkit

Optimising Customer Experience with AI

Objective

Using AI to boost efficiency and customer proximity

Unlock the full potential of your SAP Customer Experience platform with the SAP CX AI Toolkit.

 

KPS helps you integrate powerful AI features across Commerce, Marketing, Sales and Service. Automate processes, enhance your customer experience, and improve efficiency – in a compliant, integrated and SAP-aligned way.

Challenge

Plenty of data, little impact equals untapped potential

We help you master the challenge!

Challenge - SAP CX AI Toolkit: Optimising Customer Experience with AI

Product, customer, and service data are often abundant – yet remain siloed across systems. The result: fragmented landscapes, lack of transparency along the customer journey, and inefficient workflows.

 

At the same time, the pressure to act in real time and deliver personalised, omnichannel experiences is growing. Without an integrated, AI-driven approach, these challenges are hard to overcome.

Solution

The answer: SAP CX AI Toolkit – intelligent, secure, integrated

The SAP CX AI Toolkit empowers your business to meet these challenges and expand your existing SAP CX suite with modern AI capabilities:

1. Automation

Automate content creation, data analysis, and communication
CX Automation

1. Integration

Connect SAP Commerce, Sales and Service Cloud with external data sources
CX Integration

1. Better control

Maintain full control over your company data – no training data shared with third-party systems
CX better control

1. Modular AI Tools

Use modular tools for diverse use cases, from chat responses to image generation
Modular AI Tools

1. Automation

Automate content creation, data analysis, and communication
CX Automation

1. Integration

Connect SAP Commerce, Sales and Service Cloud with external data sources
CX Integration

1. Better control

Maintain full control over your company data – no training data shared with third-party systems
CX better control

1. Modular AI Tools

Use modular tools for diverse use cases, from chat responses to image generation
Modular AI Tools
As a certified SAP partner with proven expertise in the areas of customer experience and AI-driven process optimisation, KPS supports you in planning, integration, and expansion – tailored to your processes from commerce to marketing, sales and service.

Use Cases

Where AI delivers real value in daily CX operations

The SAP CX AI Toolkit brings AI directly into the day-to-day processes of your Commerce, Marketing, Sales, and Service teams. The most important application areas at a glance:

SAP CX AI Toolkit for the area of Commerce

Commerce

 

Smart product recommendations: Real-time analysis of customer behaviour to serve relevant product suggestions for higher conversion and basket size.

 

Personalised search: Dynamically tailored search results based on preferences, behaviour, and previous interactions.

 

Dynamic pricing: Adaptive pricing models based on demand, inventory, competition and user patterns.

 

SAP CX AI Toolkit - Options for Marketing

Marketing

 

AI-generated content: Automatically generated texts, headlines and product descriptions – brand-compliant and scalable.

 

Hyper-personalised messaging: Real-time audience segmentation and targeted messaging for all channels.

 

Smart text summaries & rewriting: Summarising and adapting existing content efficiently for use in email, SEO and social.

 

SAP CX AI Toolkit - Options for Sales

Sales

 

Next Best Action: Identification of customer behaviour patterns and proactively suggests suitable actions.

 

Email & proposal templates: Auto-generated text based on CRM history, tone, and customer data.

 

Lead prioritisation: Data-driven scoring to focus on high-potential leads.

 

SAP CX AI Toolkit - Options for Service

Service

 

AI-powered response suggestions: For chat, email, or social based on historical tickets.

 

Service request summarisation: Shorter processing time and improved first-time resolution.

 

Image recognition & generation: For analysing visual inputs (e.g., screenshots) or illustrating answers.

 

AI in action in the customer experience: customer case studies

Case Studies

AI in action: What really matters to our customers

What happens when artificial intelligence is not just discussed, but used in a targeted manner? Our projects show how companies create concrete added value with smart AI solutions.

Erfolgsfaktoren

Eine integrierte Plattform: Alle Erfolgsfaktoren auf einen Blick

Customer Data Platform

Plattform für Kundendaten

Zentrale Plattform
 

  • zur Pflege, 
  • Verteilung und 
  • Verwaltung von Kundenstammdaten und Interaktionen

Mehr erfahren

Business Domain Systems

Business Domain Systems für Geschäftsbereiche

  • Marketing Automation – Verwaltung hoch personalisierter Kundenkommunikation 
  • Loyalty – Verknüpfung von Offline-Aktivitäten durch Treueprogramm
  • Service – Exzellentes Management von Kundenanfragen
  • Customer Identity – Verwaltung von Zugangsdaten zwischen allen Systemen
  • Sales – Komplexe Vertriebsprozesse skalierbar verwalten

Mehr erfahren

Vernetzung und Analyse

Touchpoints, Analytik, ERP und Erweiterbarkeit

  • Vernetzte Systeme für den Datenaustausch
  • Analyse des Kundenverhaltens
  • Input von jedem Kunden-Touchpoint (E-Commerce, POS, App,...)

Mehr erfahren

Module & Partner

Modulare Infrastruktur als Erfolgsprinzip für Ihre technologische Transformation

Ausgehend vom Prinzip der Modularität gestalten KPS-Marketingexperten automatisierte Marketing-Systeme mit maßgeschneidertem Aufbau. Durch die Integration interoperabler Funktionsbausteine auf einer modularen Plattform sind reibungslose Prozessabläufe sichergestellt und das symptomatische Herumdoktern an mangelhaften Features erübrigt sich. 

Business Process Driven

Business Process Driven

Ihre branchenspezifischen End-to-End-Szenarien werden vollständig abgedeckt.
Unified Experience Layer

Unified Experience Layer

Einheitliche Benutzererfahrung entlang aller erforderlichen Touchpoints.
User Experience Landscape

User Experience Landscape

MACH-zertifizierte digitale Integrationsplattform.
Business Operations Landscape

Business Operations Landscape

12 Plattform-Domänen, kombinierbar mit den am besten geeigneten Softwareprodukten.
Business Process Driven

Business Process Driven

Ihre branchenspezifischen End-to-End-Szenarien werden vollständig abgedeckt.
Unified Experience Layer

Unified Experience Layer

Einheitliche Benutzererfahrung entlang aller erforderlichen Touchpoints.
User Experience Landscape

User Experience Landscape

MACH-zertifizierte digitale Integrationsplattform.
Business Operations Landscape

Business Operations Landscape

12 Plattform-Domänen, kombinierbar mit den am besten geeigneten Softwareprodukten.

Das Team

Sichern Sie sich die Unterstützung von CX-Spezialisten

Unser Ziel ist es, ein Beratungspartner zu sein, dem unsere Kunden vertrauen können. Wir ziehen es vor, Projekte durchzuführen, bei denen wir Teil der gesamten End-to-End-Reise sind, von den Discovery-Workshops über die Implementierungsphase bis hin zum laufenden Support. So haben unsere Kunden einen Partner, auf den sie sich verlassen können, und müssen sich nicht um Fehler in der Einrichtung nach dem Go-Live und der Hypercare kümmern. 

Stefan Borchert

Stefan Borchert, Principal

Experte für Marketing Automation
Dr. Lucas Calmbach

Dr. Lucas Calmbach, Partner & Head of Customer Engagement Solutions

Experte für CX

Implementation

KPS packages for the SAP CX AI Toolkit at a glance

KPS offers three tailored packages based on project size, budget, and specific needs. Individual consulting services are also available.

KPS Basic Offering: The AI CX Quickstart

BASIC

AI CX Quick Start

For companies starting with a PoC.

 

Your benefit: Rapid results, minimal risk

 

  • Initial AI Readiness Assessment
  • Setup of SAP CX AI Toolkit (sandbox)
  • Connection to one data source (e.g. SAP Sales Cloud)
  • PoC for one use case incl. standard data model 
  • Short key user training (2h)
  • Optional: expand to additional use cases

Request now
KPS Advanced offering: The AI CX Boost

ADVANCED

AI CX Boost

For companies ready to go live with their first AI solution.

 

Your benefit: Operational AI functionality easing real CX workloads

 

  • Extended AI use case discovery with business units
  • Setup of the CX AI Toolkit
  • Integration of multiple SAP CX modules (e.g. Sales, Service, Commerce Cloud)
  • Development and go-live of 2 custom AI use cases 
  • User enablement & training
  • Go-live support & up to 2 weeks hypercare
  • Optional: Success metric evaluation (e.g. conversion rate)

Request now
KPS premium offering: AI CX Exellence

PREMIUM

AI CX Excellence

For companies looking to scale AI across CX.

 

Your benefit: End-to-end CX transformation with scalable, intelligent processes

 

  • CX-AI strategy workshop
  • Holistic AI roadmap tailored to CX
  • Full SAP CX AI Toolkit implementation
  • Custom development based on needs 
  • Custom model training on company data
  • Integration with third-party systems (e.g. CRM, analytics)
  • Train-the-trainer sessions for business & IT

 

Request now
Analysis

Assessment (Explore)

Analysis

Identification of business processes, technical setup and architecture
Best-In-Class

Assessment (Explore)

Best-In-Class

Identification of target processes and architecture based on KPS best practices
Proposal

Innovate & Design

Proposal

Comparison of current and future processes & architecture

Your contact person

Lost in the AI jungle? Then book a free AI workshop with KPS now!

Our team combines AI expertise with a deep understanding of CX. We help you to identify the right use cases and utilise AI in a targeted manner for measurable marketing and business impact.

Charlotte Greiß

Charlotte Greiß, Principal, KPS AG

Expert in Commerce

Julian Drees

Julian Drees, Partner, KPS AG

Expert in Sales

Paul Anderie, Head of AI & Data Activation at KPS

Paul Anderie, Head of AI & Data Activation, KPS

Expert in Artificial Intelligence

Isabella Wolf

Isabella Wolf, Principal, KPS AG

Expert in Marketing

Image for the article intro information

Dr. Lucas Calmbach, Managing Partner, KPS AG

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  • Email:
    info@kps.com
  • Social Media: 
    LinkedIn
  • Expertise:
    Customer Experience Management (CX), Marketing, Commerce, Sales, Service, SAP

FAQs

AI-based optimisation of the customer experience with the SAP CX AI Toolkit

A suite of AI-powered tools built to enhance processes and CX in SAP Customer Experience modules. It integrates AI directly into Commerce, Marketing, Sales, and Service.
No. Your data remains fully secure. The toolkit does not store or share training data with external systems.

No. Start with specific modules and scale as needed.

Yes. External systems like Microsoft 365 or third-party tools can be integrated.
Depending on project scope, first use cases can go live within weeks.

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