“SAP Business AI and tools like SAP Joule take over the repetitive, routine tasks, so their skilled employees can focus on higher-value activities. This support makes it easier for businesses to keep up with demands without overburdening their staff.”
The Power of SAP Joule
Joule is the SAP AI copilot, designed to make it easier for users to interact with SAP systems. In the context of sales and customer experience, SAP states on its website that Joule ‘Infuses AI capabilities throughout your CRM with your company's data, from sales to customer service, while ensuring data security.’
Constanze explains, “Joule provides a holistic view of customers by integrating data from various systems such as SAP Cloud ERP, Outlook, and Teams. It eliminates silos by offering a full picture of customer interactions. Joule is about faster responses, of course, and it’s also more than that. It’s about providing smarter, more personalized engagement with the customer.”
Overcoming Challenges with AI
Many companies hesitate to adopt AI due to concerns about security, data integration, and change management. Constanze notes that these concerns are particularly common in German-speaking markets, where privacy and compliance are paramount.
“SAP’s ethical approach to AI ensures data security and transparency,” she says. “Unlike generic AI models, SAP Joule is tailored for business applications, making it a relevant and trustworthy choice for customers.”
Ethical and Transparent AI
Ethics and transparency are cornerstones of All for One’s approach to AI. “AI isn’t perfect—it depends on the data it’s trained on. That’s why ongoing training and transparency are essential,” Constanze says. “We educate employees and customers to critically evaluate AI outputs, ensuring trust and reliability in their operations.”
Addressing AI’s inherent limitations is a key part of this process. For example, AI systems can occasionally hallucinate or produce misleading outputs. To counter this, customers are encouraged to verify critical AI-generated insights and approach the technology responsibly. As Constanze notes, “You can’t always be 100% sure of AI’s answers because they rely on the data they’re trained on. It’s vital to approach them critically and verify any important information.”
Transparency also extends to employee training and change management. By involving employees early and equipping them to understand AI’s role as a supportive tool rather than a replacement, All for One fosters acceptance and reduces fear.
“AI should enhance daily work, not replace it,” Constanze explains. This ethical and proactive approach ensures that businesses adopting AI not only gain operational benefits but also build sustainable, trust-based success.
Smarter Sales Decisions and Faster Support with SAP Business AI
SAP’s generative AI, called SAP Business AI, is embedded within SAP systems such as SAP Sales and Service Cloud. It automates repetitive tasks, supports employee workflows, and ensures faster customer responses. Joule can also perform predictive analytics, forecasting future trends and outcomes based on historical data.
Constanze explains, “For sales teams, AI tools guide them to focus on the most promising opportunities, like deals with a higher likelihood of success or greater potential revenue. It highlights the priorities, helping sales staff spend their time where it matters most, especially when fewer people are available to handle the workload.”
She adds, “AI doesn’t just prioritize tasks. It makes research easier too. For example, the system can quickly generate an account summary that includes key company information or insights into the customer’s competitive landscape. This means sales people can walk into meetings better prepared, without spending hours on manual research.”
SAP Business AI also simplifies processes for service teams. “New employees, for example, can follow guided workflows without needing extensive onboarding or deep product knowledge,” Constanze says. “The tools provide drafts and recommendations for next steps, making it easier for service staff to deliver faster, more accurate support.”
Improving Customer Response Times with AI
One of All for One CX’s manufacturing customers saw measurable improvements in their service ticket process using predictive AI. “They used AI to categorize tickets into whether they are a general question or a machine issue requiring technical support. The automation provided instant customer updates, helping them meet service-level agreements effectively.
“Also, generative AI can transform your team’s efficiency with tools that handle routine tasks like generating customer summaries, scheduling follow-ups, and creating responses to service cases. It enables faster, more personalized customer interactions. I love seeing people’s amazement when we show them these benefits in action, using their own data.”
Advice for Companies Interested in SAP Business AI
For businesses considering using SAP Business AI, Constanze emphasizes the importance of aligning AI tools with strategic objectives. “For us, SAP Business AI is more than just a set of tools, it’s a comprehensive strategy. It combines various AI functionalities, from generative AI embedded in SAP applications to broader capabilities like SAP’s copilot, Joule.
“Our role is to work with customers to understand their strategy: What do they want to achieve? What problems are they trying to solve? For some customers, SAP Joule might be the most useful tool. For others, it could be a combination of embedded generative AI features or even third-party AI solutions added through SAP’s Business Technology Platform (BTP). The key is tailoring the solution to fit the customer’s specific needs and goals.”
By aligning AI capabilities with business strategies, companies can ensure that their AI investments deliver measurable results. “It’s about creating a cohesive approach that maximizes value for the customer, their processes, and their teams,” Constanze adds.
See How to Transform Sales and Service with Generative AI
Discover how SAP Joule and the CX AI Toolkit are revolutionizing sales and service processes in this engaging 45-minute session, led by Constanze Staab, Senior Consultant at All for One Customer Experience.
Constanze demonstrates:
- How SAP Joule, the AI-powered co-pilot, automates workflows, boosts efficiency, and delivers personalized customer experiences.
- Key functionalities, such as generating discovery call questions, creating customer summaries, automating service responses, scheduling follow-ups, and leveraging intelligent Q&A.
- Real-world use cases illustrate generative AI's benefits for sales and service teams.
Learn how AI simplifies tasks, enhances productivity, and supports smarter decision-making while ensuring secure and compliant operations.
About All for One Customer Experience
All for One Customer Experience is an innovative IT service company within the All for One Group. Our mission is to support companies on their way to digital transformation using state-of-the-art cloud software solutions.
About United VARs
United VARs is a global alliance of SAP implementation partners and solution providers for the mid-market. With over 70 members in 100 countries, the alliance serves all types of SAP rollouts and integrations across the world. It provides businesses with local expertise ‘on the ground’ charged at local rates. All United VARs members work together as one team and provide a more personalized service, more suited to mid-market budgets, than other global systems integrators.
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