Guide: How To Use SAP CX AI Toolkit

The solution is cloud-native and combines generative AI with data analytics. This makes it a practical tool for Commerce, Marketing, Sales, and Service: product descriptions are generated within seconds, missing attributes are automatically completed, customers can find products more easily, and service agents are able to respond faster.

In short: less manual effort, more efficiency, and a more consistent customer experience.

Connecting to the CX AI Toolkit is intentionally streamlined. Essentially, only a few steps are required:

1. Extend the manifest.json: Add the required extensions.

2. Enable OAuth: On the relevant Integration Objects.

3. Create an OAuth client: This acts as the secure interface between Commerce and the Toolkit.

4. Set up the connection in the Toolkit: Enter the client details in the CX AI Toolkit and establish the connection.

After this setup, the Toolkit automatically creates the cron jobs needed for data transfer (products, reviews, etc.). Depending on the data volume, the first run may take some time, but afterward the synchronization runs regularly in the background.

One important point: the cron jobs are created only during the initial connection setup. If Commerce is re-initialized later, the connection must be recreated in the Toolkit so that the jobs are generated again.

If additional product catalogs need to be connected, a new connection is also required, as this cannot be changed afterward.

Beyond Commerce, further integrations are possible. For example, a connection to Microsoft Office 365 enables AI-powered meeting summaries or follow-up emails. In the Commerce-specific settings, you can also define a Backoffice URL to jump directly into the product configuration, choose translation languages, or configure how long images uploaded for Visual Search should be stored.

• Product Descriptions
  The Toolkit can automatically generate product descriptions based on existing product data. You can define the desired length and tone, apply custom templates, and trigger translations directly. For larger volumes, batch processing is also possible. Once the texts are approved, they are published directly to the respective catalog.

• Visual Search
  With Visual Search, customers can upload an image and receive matching products from the catalog. The concept is similar to Google’s image search: take a photo, upload it, and let the AI find similar products. With object recognition enabled, the Toolkit can even identify multiple items in a single image and suggest alternatives for each. This makes product search more intuitive and faster, especially when customers already have a clear idea of what they are looking for.

• Product Images
  The "Product Images" feature allows you to modify existing product images or create entirely new scene images. For example, the background can be changed so that a drill no longer appears on a plain white background but realistically on a construction site. The original images remain unchanged, and the generated variants simply expand the portfolio.

• Attributes
  Missing or incomplete product attributes are a common issue in many shops, especially since they are essential for effective filtering. The Toolkit can automatically derive attributes from product descriptions or attached documents, translate them, and suggest them for selection. For example, a general description like "blue summer dress" can automatically become attributes such as "Color: Blue" or "Category: Summer Fashion." Batch processing is also possible here.

• Shopping Agent
  The Shopping Agent is the text-based counterpart to Visual Search and functions like an intelligent in-shop chat. Customers can ask questions or specify requirements in natural language such as, "Show me a cordless drill under €200" or "Which sneakers are currently on sale in size 38?" The agent then searches the product catalog, filters the results, and presents relevant products. It can also provide additional information, such as details about features, materials, or delivery times. This transforms the traditional search bar into a dialog-based, interactive experience closer to a real sales conversation.

• Review Summaries
  As seen on Amazon, where long customer reviews are automatically summarized, the CX AI Toolkit also generates concise review summaries. Instead of sifting through dozens or even hundreds of reviews, users can quickly grasp the key insights. The Toolkit provides both an overall summary and separate summaries for functionality and features while transparently showing which reviews contributed to the main points.

• Additional Features
  Beyond its core capabilities, the CX AI Toolkit offers a range of additional AI-powered features. Some of these become fully effective only when integrated with other SAP solutions. For example, it can automatically generate engaging banner texts to promote new products, create social media posts, or even draft complete blog articles. This extends the customer experience not only within the shop but also across additional marketing channels.

The CX AI Toolkit is not limited to Commerce, it also integrates with other SAP Customer Experience solutions. In combination with the Customer Data Platform, the Sales Cloud, or the Service Cloud, it enables additional scenarios such as automatically generated service responses, case overviews, or account reports. Furthermore, the Toolkit’s knowledge can be extended with external sources such as an Azure Blob. This allows company-specific data, from internal documentation or reports, to be incorporated into AI processes.

The SAP CX AI Toolkit brings artificial intelligence directly into SAP CX products, making many tasks faster, easier, and more consistent. Integration is straightforward, the features are practical and they deliver immediate value, from content creation to product search and customer service.

For companies already using SAP Commerce, Sales Cloud or Service Cloud, the Toolkit is a valuable extension that elevates the customer experience to the next level. We are happy to support you with the integration.