SAP has previewed AI-driven upgrades to its SAP Customer Experience (SAP CX) platform ahead of its SAP Connect event next week.
The Q3 2025 release is designed to help enterprises optimize operations, generate actionable insights, and offer consistent quality at every point in the customer journey.
The release embeds AI throughout the customer experience.
In retail, for example, AI-powered agents will be utilized to help shoppers find exactly what they’re looking for, showing stock in real time.
Marketers can use AI in SAP applications to personalize campaigns, write segment descriptions, and automate translations, all at scale.
For sales teams, AI takes care of the 'boring stuff', such as cleaning up data, removing duplicates, and highlighting the best leads at the right time.
From making smarter decisions to improving customer engagement, the portfolio’s AI-powered intelligence and agents can help teams move faster and deliver customer experiences that feel effortless, reliable, and personalized.
“AI isn’t just about efficiency alone; it is about elevating every interaction into a moment where trust can be deepened and loyalty earned,” wrote Balaji Balasubramanian, President and Chief Product Officer at SAP, in a blog post.
“AI is now woven into the fabric of the SAP CX road map, guiding how data, processes, and experiences come together.
This deep integration sets the stage for a new era of customer engagement, one where intelligence anticipates needs, adapts in real time, and continuously strengthens loyalty at every touchpoint.
Here’s a look at how each product in SAP’s cloud-based portfolio is putting AI to work:
SAP Service Cloud
The product provides business information extraction, which automatically pulls key product information from case descriptions to save time and streamline case handling.
SAP Sales Cloud
Sales Cloud uses AI to identify duplicate contacts and customers, providing a confidence score for human users to make the final call, keeping data clean and accurate.
SAP Emarsys
An AI-assisted product finder allows marketers to search product catalogs using natural language and keywords quickly. The catalog is synced automatically with the latest data for up-to-date, targeted campaigns.
A segment description generator creates clear, human-readable summaries for audience segments to improve targeting and usability. And a pilot version of a campaign translator can translate email campaign content directly within the editor for fast, seamless multi-language campaign rollout.
SAP Commerce Cloud
The revamped tool features an AI-powered shopping agent that offers customers personalized product recommendations based on real-time inventory.
The agent can hide out-of-stock items and answer B2B-specific stock questions, reducing friction and improving conversions.
SAP Revenue Growth Management
The product now includes an AI Promotion Creation feature that recommends promotion details like name, timing, product mix, discount type, and spend to launch effective promotions faster.