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A Journey to SAP Intelligent Experience

Published on 5 August 2020
Intelligent Experience

In this blog, I would like to discuss the available and future SAP intelligent Experience tools.
Customer experience is nothing but the sum of all interactions. Interactions can be direct or indirect, that customers have with your company, both online and offline. Direct interaction happens when the customers visit your store and call company business representatives. Indirect interaction happens when the customers read an article/advertisement about your business in a newspaper or on social media.

Intelligent experience is something that will offer great benefits for a company. Intelligent technologies are an essential part of SAP's Business Technology Platform. The next trends in user experience (UX) at SAP are likely to hear artificial intelligence (AI), machine learning (ML), and Robotic Process Automation (RPA). Conversational AI and Robotic Process Automation are not just buzzwords, but already in reality within SAP. offerings User experience (UX) is about meeting the user's needs most effectively and enjoyably.

Based on artificial intelligence (AI) and machine learning technologies, SAP has further developed existing functionalities with new, automated capabilities such as the Incident Solution Matching service and automatic translation. AI and machine learning technologies are key to improving and simplifying the customer support experience. They continue to play an important role in expanding Next-Generation Support to help SAP deliver maximum business outcomes for customers.

Current available Intelligent Experience tools

SAP Leonardo will help us to achieve business process automation. SAP Leonardo is a combination of intelligent applications like SAP Conversational AI is a bot-building platform, while SAP Intelligent Robotic Process Automation makes it possible to automatically replicate tedious actions where human interaction doesn't bring any added value.
 

1. SAP Conversational AI

SAP Conversational AI

SAP Conversational AI

SAP’s digital assistant for the intelligent enterprise.

Redefining Customer Experience with AI-Powered Chatbots. SAP Conversational AI (AI) is a bot-building platform that gives you the ability to build and deploy a conversational agent in your application. SAP Conversational AI interacts with the end users via chat and voice. SAP Conversational AI provides a web user interface that serves as a platform to create, build, and test chatbots for your business and individual needs.
 

2. Machine Learning

machine Learning

Machine Learning

Machine learning identifies hidden patterns in knowledge intensive processes and learns from the data without being explicitly programmed.

Machine learning can help you with optimizing these scenarios by mimicking the human brain and even bettering it. Machine learning is the backbone behind building applications with artificial intelligence. Machine learning enables computers to learn from large amounts of data without being explicitly programmed. The more data the algorithms can access, the more they can learn. Real-world machine learning examples are everywhere. Think of personalized product recommendations on Amazon, facial recognition on Facebook, or the fastest route suggestions in Google Maps. Faster decisions, Adaptability, Deeper insights, Algorithmic business, Efficiency are few benefits of machine learning in business.
 

3. Robotic Process Automation

Robotic Process Automation

Robotic Process Automation

Robotic process automation helps run repetitive, rule-based, and user interface focused tasks and bridges temporary gaps.

Robotic process automation helps run repetitive, rule-based, and user interface focused tasks and bridges temporary gaps. Automate your business by emulating your users. Support intelligent robotic process automation (RPA) to execute processes across multiple systems, cloud solutions, and software-as-a-service offerings. SAP Intelligent Robotic Process Automation (SAP Intelligent RPA) accelerates the digital transformation of business processes by automatically replicating tedious actions where human workers do not bring any added value. The intelligent robotic process automation fulfills the executive tasks in the background and mimics humans by replacing manual clicks and automating end-to-end scenarios.

manual activities

Reduce the presence of repetitive and manual activities.

Systematize time-consuming, manual activities by developing bots that support error-free.

better customer experience

Make customers happier with a better experience

Bring a new level of operational speed and efficiency to respond to customer needs proactively and augment resources to address more high-value tasks.

improve processes

Reinvent processes and improve continuously

Cut across organisational barriers while driving optimal process models for maximum efficiency and taking advantage of intelligent bots to make more intelligent decisions.

Future Intelligent Experience tools

1. Sketch interaction

Interact with pen
Interact with SAP via your pen

Most people are very comfortable using a pen for capturing information. With sketch interaction, End users will interact with SAP by using a special pen. Interactions mean the user can converse quietly, naturally, and expressively. An easy way of information capture, and a convenient means for alternative user experience. An accurate and deep understanding of how you approach analytical problems, and how you find the solutions. An Intelligent way to provide solutions to problems that you can adapt to your individual style.

2. Augmented or virtual reality and 3D visualization

Augmented-virtual-reality-and-3d visualization
Information-enriched experience

As consumer experience continues to drive expectations for enterprise software, this development is most certainly not far off. A picture may say a thousand words, but a virtual world says more than a thousand pictures. Users are going to experience different types of scenarios can be enhanced by VR, AR and MR (Virtual, Augmented and Mixed Reality).

Business users will be able to interact with and be placed virtually in scenarios and business processes, which will feel like being there in a real-world setting Intelligently see what is relevant in your context.

This first wave of virtual reality (VR) and augmented reality (AR) is using smartphones, glasses, and goggles to place users in the middle of a 360-degree digital environment or overlay digital artifacts on the physical world.

Users Interact with your environment by blurring the lines between the real and digital world, providing a different experience. Insights into what enriches your reality, including information, compliance, and guidance, allowing you to increase the flexibility and decreases issue resolution time and generally also saves money and time.

3. Gaze interaction

Gaze interaction
Hands-free and intuitive user experience

Governments around the world are grappling with the complexities of safely reopening businesses, schools, and other public institutions during this COVID-19 pandemic. When businesses and other institutions reopen, they will need to do many things differently. A new technology called gaze control allows people to avoid touching surfaces, like ATM display screens or subway-fare vending machines, that may be potentially contaminated with the virus. Gaze control with Artificial Intelligence (AI) to analyze patterns in users’ eye movement and predict what people want to do next within a particular computer screen or application.

Gaze control allows you to controls the computer and uses it to get an understanding of what the user actually wants. With gaze interaction, by following eye movements and the amount of time a person looks at an object, the system will know what you are focused on and the topics that you find relevant. From having this intelligence, will expand those areas on the screen. You can think of it as touch-free interaction by just using just your eyes. Intelligent reactions to provide deeper understanding and support where you need it most.

4. Brain–computer interaction

Brain–computer interaction
Hands-free and truly personal user experience

Through our thoughts, thinking, and mental commands, we will be able to give instructions to the computer. Just by thinking about what we want, the system will know and react to it. No typing, writing, speaking, or anything else, just think it and it makes it happen. Insights into your cognitive state and how you react to data, tasks, and experiences

5. Heatmaps – combining gaze and brain computer interaction

Heatmaps – combining gaze and brain computer interaction-virtual-reality-and-3d visualization
Human insights via eyesight and neurofeedback

Heatmaps combines two of the concepts like gaze interaction and brain-computer interaction. This application will understand where you look and what is important to you, and therefore react to your focus in real-time. The system will adapt and adjust dashboards and analytical views based on where the user gazes and how they view things. Another possibility is that the application will detect your reaction to what you are viewing. This will allow data scientists and strategists to see exactly what people view when they create reports and allow them to build automated reporting using Machine Learning.

Applexus Intelligent Experience

Applexus research and development team is also exploring various Intelligent tools available in the market to provide better user experience for our customers. Upon embarking on market research, Applexus realized that organizations are challenged every day with posting innumerable documents in SAP. Welcome to a realm of automatic data capture and information flow, with accuracy and efficiency- xScan!

xScan - Park and Post your Documents in SAP

Applexus’s xScan is a versatile SAP addon product, ideal for organizations with a large number of invoices and invoices with multiple pages. Customizable on several layers, depending on the business and industry needs of each organization, xScan scans, reads, and posts documents directly in SAP. xScan uses ‘optical character recognition’ (OCR) which instantly turns paper documents into a digital format that can be edited, so there is no need to retype documents. This novel product of Applexus extracts information on invoices like vendor data, invoice number, date, amount and even line item details.

Features

  • Automates invoice data entry with OCR
  • Integrates seamlessly with SAP
  • Processes hard and soft copies of documents with an easy-to-use interface
  • Includes invoices in electronic form, whether scanned or faxed
  • Manages the review & approval process

Business Benefits

  • Skip the manual keying of invoice information; retrieve documents easily
  • Drastically reduce invoice processing time-increase efficiency
  • Eliminate errors arising from data entry-captures duplicate invoices
  • Invoice management across multiple disconnected systems
  • Eliminate huge volumes of paper & electronic documents
  • All stakeholders have real time access to critical documents-informed decision-making

xScan helps you improve business efficiency as you will be able to process umpteen numbers of documents in no time with utmost effectiveness. The dynamic interface is easy to use and helps you process hard and soft copies of documents alike. xScan helps you save an unlimited number of unique formats of documents of a client and is designed to retrieve them for further use

By Concluding SAP Intelligent Experience apps in SAP S/4HANA, Intelligent technologies bring the following business values:

  • Improve operations to mobilize resources for high-value tasks at lower costs.
  • Increase service quality and compliance to reduce cycle times for revenue-generating transactions.
  • Deliver a seamless experience by achieving a natural integration of smart technologies.
  • Reduce human errors and gain speed and efficiency.

I would love to read your feedback and suggestions.

If you would you like to learn more about all the advantages that SAP can offer to your business,

please visit below sites

https://www.sap.com/
https://news.sap.com/
https://experience.sap.com/

 

Varghese George
Varghese George
Testing Practice Manager

Varghese George is the Offshore Testing Practice Manager at Applexus. He has 18+ years of experience in the IT industry and Quality Engineering. His knowledge and experience in testing services like Extended Testing Services, Advisory Services, Enterprise Testing Services, and SAP testing is his forte.

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