This document will explain the Integration of SAP Conversational AI (chatbot) with SAP C/4HANA (Commerce Cloud). Also, this will explain the need for an e-commerce bot in today’s digital world.
In today’s digital world people want more with less effort, which will make their lives easier and provide a great customer experience through speed. One of the technologies behind this process is Artificial Intelligence and as went deeper into it we came across “Chatbots”, an innovative and smart assistant that provides tangible AI support to a customer. When we talk about “Chatbots” a few examples come to mind like; Google Assistant, Amazon Alexa and many more bots available via Facebook Messenger, Slack, Skype etc. These bots are enabling easier online interactions by different means, whether it is giving feedback, generating a ticket or getting regular updates, everything is available with the tap of a button. SAP C/4HANA is one platform that boasts the use of AI, specifically Chatbots across its varying CX clouds. However, providing different solutions at the same time and integrating the Chatbot with this platform can be tricky, though we know it can drastically boost business for any organisation and provide an enhanced experience to customers allowing for efficient & pleasant interactions.
The image below shows how this integration works
The way SAP C/4HANA is changing the gears to enhance end to end customer experience is remarkable. The purpose of integrating and showcasing chatbots with SAP C/4HANA is to identify the need of the market in today’s digital world for e-commerce solutions. SAP C/4HANA is a complete package for utilising different integrations and communications within the same platform while SCP Extension factory has been making life easier through extensibility features.