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Chatbots using SAP Conversational AI for large multi-channel deployments
November 27, 2019

Chatbots using SAP Conversational AI for large multi-channel deployments

Aditya Mohan | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with SAP Conversational AI

SAP Conversational AI is used currently for chatbot for deployment on our organization's website as a digital assistance for customer support and informational conversations to replace/complement the need for a human support staff.
  • SAP Conversational AI in addition to providing the chatbot features also integrates bot analytics without the need for much setup/deployment work.
  • It is possible to code SAP Conversational AI chatbot in multiple coding languages (Node.js, Python, PHP, iOS, etc.) that makes it easy both implement as well as integrate with existing IT stacks (eg. Analytics, AI, Databases).
  • SAP Conversational AI is easy to implement and get it running especially if you are already using SAP S/4HANA Cloud.
  • 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.
  • Positive impact by consolidating the chatbot/conversational AI backend to one instance feeding into multiple channels of engagement (Facebook, Slack, website, etc.).
  • Positive impact on ROI by reducing the support staff needed to entertain and answer questions from customers that can now be addressed through the chatbot.
  • Reduced time to respond to a customer inquiry from minutes/hours to less than a second, improving customer engagement metrics and improving overall customer satisfaction when connecting with the brand.
SAP Conversational AI is on par with Oracle Digital Assistant in most respects assuming you are using SAP Conversational AI with SAP HANA and Oracle Digital Assistant with Oracle Cloud + Oracle Database. SendBird is much better in chat user experience and scaling with number of users compared to SAP Conversational AI while Firebase is better in overall support and UI compared to SAP Conversational AI.
Overall support is less especially here in North America market. This includes both the support interactional with SAP as well as support documentation available including best practices documents, integration and code samples.

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

Yes

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

No

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

Yes

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

Yes

Would you buy SAP Conversational AI (discontinued) again?

No

SAP Conversational AI is very well suited if you are already a SAP shop (i.e. your IT is based on SAP S/4HANA) and are looking for large scale chatbot functionality spanning multiple channels and integrations. It is less appropriate when the deployment is small and you are using a third-party cloud vendor (Google, AWS, Azure, etc.).