Item: SAP Conversational AI (discontinued)
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

The dev team is using SAP Conversational AI to help support customers using the clients' products (in my project, we are implementing Conversational AI to help importers answer questions they have for CBSA regarding importation). It streamlines the number of import questions to the CBSA team.

Pros and Cons

Ease of use for phrase triggers (such as 'classification code' phrase to trigger an answer that will be regarding classifying certain goods that the importer wants to identify)

UI can be simpler.
Easier implementation for simple conversational uses.

Return on Investment

Positive: We should [see] a significant decrease in customer service calls regarding reoccurring questions that CBSA faces.
Negative: No negative impacts so far.

Alternatives Considered

We explored using Google's Conversational AI however because all of the solutions that are being presented elsewhere in the project, the integration of these systems made SAP's conversational AI the more sensible solution.

Other Software Used

Eclipse

Likelihood to Recommend

Well suited for questions that can easily be identified using key phrases and words. Not very well suited for complex answers and questions that may be specific to customers details.

Support Rating

Online forums could be better but SAP support teams are quick to help when I have questions.

Key Insights

Do you think SAP Conversational AI (discontinued) delivers good value for the price?

Not sure

Are you happy with SAP Conversational AI (discontinued)'s feature set?

Yes

Did SAP Conversational AI (discontinued) live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of SAP Conversational AI (discontinued) go as expected?

Yes

Would you buy SAP Conversational AI (discontinued) again?

Yes

SAP Conversational AI Review from an SAP Analyst

Overall Satisfaction with SAP Conversational AI