SAP Conversational AI was a platform used to build chatbots and digital assistants in SAP integration. Starting January 2023, SAP Conversational AI, SAP’s chatbot building platform has been set to maintenance mode. Existing customers can continue to use the enterprise edition of the product until the end of their contract.
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Zoom Contact Center
Score 8.7 out of 10
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Zoom Contact Center helps businesses deliver prompt, accurate, and highly personalized customer experiences that drive loyalty. It includes intelligent self-service and routing, a unified communications and contact center, and video optimized high-touch engagements.
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.
This tool has allowed us to identify each user's needs using different communication channels. It has also enabled us to establish a direct point of contact with Zoom's technical support by allowing us to document and escalate each situation requiring specialized assistance, which is the main reason we chose Zoom. I would recommend it to any colleague or company because it offers a wide variety of tools, and now with AI integration, the level of service has improved significantly.
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.
The dashboards are fantastic because we can see if an agent isn't logged in or if there are a lot of customers waiting in the queues—we've never had that visibility before. We didn't have data to look back and see if we had enough staff to support the load. That helps us so much, especially when we're budgeting for the next Festival.
The callback function saved us during last year’s festival. We had a street-wide internet outage during one of our busiest periods. But, in the time it took to fix the issue, Zoom Contact Center lined up callbacks. It was all so smooth. We didn’t need to trawl through voicemails or miss any queries - we could return everyone’s call within 30 minutes.
Integration with our Zoom Phone configuration provides a seamless experience when transferring calls to those not on the Contact Centre. We can do a Warm Transfer, too, so it's a very professional experience.
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.
Too many bugs in logging, a consumer hangup may result in Overflow to disconnect, which is not even a behavior in our phone system; Zoom acknowledged the bug, took months to implement a fix, and it's still not fixed (TS0053591)
Logs are in two places, for instance, if a patient complains that they called 10x and no one called them back, we have to look at the logs in Zoom CC and Zoom Phone to get the full story of what happened. Concatenating log files is something I haven't done in at least 10 years, so strange that Zoom needs this.
Zoom Contact Center still has "bolt-on" feeling to it, needs to be more integrated—see logging issue above.
Reports are underwhelming and not easy to get to the data you need, which is different from the administration part of the contact center itself which is so fantastic. It feels like reports were designed by a different dev group, headed by someone who probably used to work at Mitel for years or somewhere where everything is cumbersome.
Zoom Glossary is large but still does not have all terms, which defeats the purpose of a glossary.
General Zoom support is now slow and underwhelming. It used to be fast and good, now they take forever and ask you the same questions multiple times and don't seem to fully understand answers. Feels like some McKinsey consultant decision from the 90s: ship support overseas to cheapen the cost and incentivize customers to pay for some higher tier of support where they will actually get support. I'd expect this from competitors, but disappointed to see it happen at Zoom. Our actual zoom support reps are very good, and this comment is about the general "contact Zoom support" inquiry form.
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
It is rare to have to explain a lot to a user on how to use Zoom Contact Center. It makes sense, provides plenty of options without being overbearing, and we have rarely had issues come back that I need to regularly change or update to accommodate things like bugs or design issues
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.
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.
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.
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.
It is a good product that fits our needs, we considered using the Contact Center despite the fact of still lacking important capabilities (we think it is till s in its "toddler" age) because we see how rapidly Zoom builds their products and add functionality to it, and because we already are using Zoom Meetings, Phone and others, it just makes sense to use Contact Center because of the potential capabilities and integration; it just made sense, and so far so good, but only time will tell.
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.
We were able to cut our communication costs significantly and gain features we could have only dreamed of prior.
The contact center platform is head and shoulders above some of their competitors. This allows our team to quickly assist our customers with their questions and concerns.
