Acoustic Analytics (formerly IBM Watson Customer Experience Analytics) vs SAP Conversational AI

Likelihood to Recommend

As mentioned earlier, transactional heavy web assets such as eStores are particularly strong candidates.
IBM CXA along with other, similar tools, is not set-and-forget. The solution must be well managed in order to deliver value. Purchase of the solution is one thing; driving analytic results is another. If a company's staff are not strong analytical thinkers, CXA will not help. IBM CXA is not just a technology platform - it is a basis to design strong customer touchpoints and interactions. You need to be customer journey design literate to get the best from this.

Managing Partner

BAC PartnersDesign, 11-50 employees

It would be most suitable to help you attain swift conversation flows as you engage with your audiences. The bots are also of indispensable value in handling repetitive tasks around the firm such as automated HR resourcing expeditions or marketing campaigns or any other important but monotonous tasks. I however admit that analyzing the bot's performance is quite complex, have an RPA specialist around.

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Mary Ramirez

Assistant Director Of Information Technology

J.CrewApparel & Fashion, 1001-5000 employees

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Pros

Tealeaf provides a unique view into a website beyond what typical web analytics can provide.
It captures all of a website's traffic, no need to tag pages or decide ahead of time what data you want to capture.
Data is captured and processed in real-time which reveal unknown issues as they are happening.
Replay session to see what a customer or user actually did and not just they remember doing when a problem occured.

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Nick Preese

Solution Architect

BlueSky Technology PartnersComputer Software, 11-50 employees

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SAP has helped me manage my teams cost in material management.
SAP Conversational AI has provided with the goal of developing bot analytics to respond to common user face issues when reporting troubleshooting issues with software equipment as well as technical equipment.
Has helped deploy new bots to increase response time to employees who require assistance with ordering equipment software as well as application development in software ordering.

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Steven Gomez

Engineer II | Scientific Associate II

Vertex PharmaceuticalsBiotechnology, 1001-5000 employees

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Cons

More knowledge sharing sessions
UI/UX Improvements
More tooltips on icons

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Verified User

Employee in Information Technology

Airlines/Aviation Company, 10,001+ employees

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SAP can certainly provide better and more clear documentation on how to customize and deploy the chatbot/use SAP Conversational AI.
There is lot less developer community around SAP Conversational AI so it is hard to get help from outside developers and experts on best practices, hacks and existing applications/integrations.
It is hard to use SAP Conversational AI outside SAP S/4HANA Cloud, for example on AWS or GCP or in a multi cloud environment.

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Aditya Mohan

Manager

Skive itAirlines/Aviation, 51-200 employees

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Pricing Details

General

Free Trial

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Free/Freemium Version

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Premium Consulting/Integration Services

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Entry-level set up fee?

No

Starting Price

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General

Free Trial

Yes

Free/Freemium Version

Yes

Premium Consulting/Integration Services

Yes

Entry-level set up fee?

No

Starting Price

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Likelihood to Renew

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics) 5.2

Based on 2 answers

I do not have power over contracts.

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Verified User

Project Manager in Marketing

Health, Wellness and Fitness Company, 10,001+ employees

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No score

No answers yet

No answers on this topic

Usability

No score

No answers yet

No answers on this topic

SAP Conversational AI 7.7

Based on 2 answers

Chatbots have already acquired most of the market and are still trending with the needs of changing market everyday. It will keep evolving with AI and NLP more to offer for improvements. SAP CAI is a good product to add to an enterprise using SAP ERP Suite

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Verified User

Consultant in Information Technology

Information Technology and Services Company, 10,001+ employees

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Reliability and Availability

No score

No answers yet

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SAP Conversational AI 8.2

Based on 2 answers

Never had an issue. SAP CAI shares the same platform as any other product hosted on SAP Cloud Platform (aka BTP) and depends on your hosting (US, Europe, Asia). Maintenance modes are planned and customers are aware of it well in advance in order to mitigate potential impacts on the service offering.

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Verified User

Team Lead in Professional Services

Information Technology and Services Company, 11-50 employees

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Performance

No score

No answers yet

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SAP Conversational AI 8.2

Based on 2 answers

It's a pure SaaS platform hosted on SAP Cloud Platform (aka BTP). The experience is pretty much seamless with minimum loadings or noticeable lags. The hosting depends on your location so you may want to make sure the instance is available on a server close to you, such as the USA, Europe or Asia.

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Verified User

Team Lead in Professional Services

Information Technology and Services Company, 11-50 employees

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Support Rating

No score

No answers yet

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SAP Conversational AI 8.9

Based on 63 answers

Great support from the people of SAP Conversational AI as of the community. Sometimes it takes a little while for folks of the SAP Conversational AI team to answer but this has mostly to do with the overload of questions and users the product has. The gold-support channel within Slack that SAP Conversational AI has, is a great help to distinguish more professional usage and therefore more urgent questions.

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Verified User

Consultant in Information Technology

Information Technology and Services Company, 201-500 employees

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Alternatives Considered

Added benefit

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Verified User

Director in Corporate

Apparel & Fashion Company, 10,001+ employees

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The platforms have similarities in terms of making the organization more data-driven. However, the use cases are different. SAP Analytics Cloud is used for reporting, deploying dashboards, and scheduling timely delivery of reporting and analytics. SAP Conversational AI is a more front-end product that end users can directly use to navigate the web application better. Both have strengths in their respective areas. Conversational AI is more recent and cutting edge.

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Kunal Sonalkar

Supply Chain Data Analytics & Machine Learning

Publix Super MarketsHigher Education, 5001-10,000 employees

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Return on Investment

The ROI question needs to be focused on clients and not our use internally. We leverage this as a platform for designing customer journeys for our clients.
The ROI case is far easier to make for eCommerce operators. Customer journey failings can be easily quantified and seemingly simple issues can generate large ROI outcomes. For web assets without a trading bias, ROI can be established using notional value attribution. For example, a lead for motor insurance that is lost can be costed based on average policy value over a typical lifetime; struggle on a customer self-service portal can be quantified on the cost of handling through a call centre; etc.

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Chris Hall

Managing Partner

BAC PartnersDesign, 11-50 employees

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The impact has been very positive for our business objectives. Through the chatbot, our clients can have an immediate response to any of their requests without the need of an intervention of a person or without the use of the telephone or email. Customer satisfaction has been much higher.

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Verified User

Team Lead in Information Technology

Information Technology & Services Company, 51-200 employees

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