1
Automate and Optimize Your Business
Processes with Reusable AI Services
Dr. Susanne Beckers and Richard Grandpierre
November 2023
SAP Business AI approach
Finance | Supply Chain | HR | Procurement | Marketing and Commerce | Sales and Services | IT
Human capital Spend management Customer relationship Business Technology
Cloud ERP
management and business network management Platform
AI ecosystem partnerships and investments
3
AI foundation stack
Applications and extensions
AI foundation
on SAP Business Technology Platform
AI services
Generative-AI management AI workload management
Business data and context
Foundation models
SAP built Partner built
Lifecycle management
4
Automate business document processing
Document Information Extraction
(Base Edition & Premium Edition)
Get started
Tara
AI developer
Enhance human decision-making
with tailored recommendations
Data Attribute Recommendation
Personalized Recommendation Get started
Deploy and manage AI models cost-
efficiently at scale with privacy and
Marc
AI engineer compliance
SAP AI Core Get started
SAP AI Launchpad
5
The new Generative
AI Hub in SAP AI
Core and Launchpad
Access to leading large language models (LLMs)
models (remote and hosted)
Portability between models
Enterprise encryption and data privacy
Prompt experimentation and history
Grounding on business context
Prompt registry and library (expected 2024)
Support for AI Agents (expected 2024)
Available in December
6
6
Demo
Generative AI hub and playground
7
Explore potential
Discover Predictive opportunity scoring
Smart back-office Build the vision
processes Select Sales deal approval
Contract intelligence
Predictive attrition
Deliver the promise
Customer Value Adopt Adoption assistant
Journey
Hybrid workplace
Maximize value
of the future Derive Intelligent shelfware predictor
Self-service for text analysis
Innovate and grow
Extend CMI account intelligence platform
8
Intelligent enterprise data platform
API and microservice management
Consumption Analytical data
Data operations management
consumption
Semantics,
Data quality 3rd-party data
modeling, AI and data
Master data management management
and search science
Data foundation management
management
Data migration management
Elastic data
provisioning
Reference data management
Metadata management and governance
Enablement
Data privacy management
Integration management
Enabled by SAP Business Technology Platform
9
Understanding feedback:
Self-service platform for text analytics – NLP insights on SAP BTP
Challenge Solution Benefits
• Massive amount of text data from colleague feedback • The solution is a self-service portal for text analytics with Easier self-service available to all SAP employees
and partner survey were collected to discover areas for machine learning to process text data automatically and
improvement and drive business decisions. • Automated name masking to protect privacy
systematically.
Manual efforts were spent on reading the comments • Filtering options and direct connect to backend
• • Sentiment analysis and topic detection are provided for each
and extracting the information to understand the story system
text response.
behind. • Efficient access to insights on feedback to derive
• Business users receive interactive dashboards to extract valuable
Business users have to extract the opinions and actions
• insights promptly with only a few clicks.
identify the subjects from the text responses with
regards to their products or services.
Business value Impact example Applicable business areas
3k hrs. of manual text processing in SAP 195 SAP projects use the self-service platform
All LoBs & comms teams
saved annually with 276 users within SAP
(HR, finance, marketing, . . .)
For example, our HRdirect teams get 40k tickets
80% of topics are detected correctly annually, which are analyzed automatically
SAP saves an estimated €200k of labor costs annually
10
Understanding feedback:
Self-service platform for text analytics – NLP insights on SAP BTP
User brings feedback Self-service platform for text
Self-service platform analytics provides insights User’s tasks are
data that needs to be
for text analytics into topics and according accomplished
analyzed for topics and
sentiments sentiments
11
AI SAP Business Technology Platform Front-end
space
ecosystem
SAP AI Core SAP BTP, Cloud Foundry runtime
Sentiment analysis
GenAI hub AI API
capabilities Topic detection Business
LLM service
users
LLMs
Docker Object Entity recognition / name masking
Git repo
repo Store
Classical NLP
modeling
AI services: Business Entity
Recognition
Datasets API/ Job schedule Auth. and Cred
Inference API
SAP HANA
Data service trust mgmt. store
science
space Application space
13
Fine-tuned BERT model 1 Ada embedding + custom-
GPT 3.5 Turbo GPT 4
(baseline reference, SAP internal) built classifier 2
LLM techniques applied - Few-shot prompting Few-shot prompting Embeddings
Performance (F1-score)
67.1% 72.5% 81.6% 78.3%
on product review data 3
Confusion matrix
Performance (F1-score) on
85.0% 66.3% 76.7% 82.1%
SAP internal feedback data
Confusion matrix
1. This model is fine-tuned by SAP internal service feedback data, not product review data. Difference in text type could lead to sup-performance. (Normal accuracy: ~80%)
2. Specialize in detecting sentiment analysis. Not able to do multiple NLP tasks anymore. 14
3. 240 texts in the product review data set
Upskill and engage on Artificial Intelligence
Free learning 25% discount Expand your network
Upskill and prepare On SAP Certification Engage with experts and
for certification exams share knowledge
GET REAL BENEFITS: learning.sap.com/teched
37% Of IT certification candidates
received salary increases
92% Are more confident
*
in their abilities
after earning a certification*
15
*“2023 Value of IT Certification Candidate Report,” Pearson VUE, 2023.
Thank you
Contact information:
Richard Grandpierre Dr. Susanne Beckers
Head of AI Product Management Head of Infused Intelligence
www.linkedin.com/in/richard-grandpierre www.linkedin.com/in/dr-susanne-beckers
© 2023 SAP SE or an SAP affiliate company. All rights reserved. See Legal Notice on www.sap.com/legal-notice for use terms, disclaimers, disclosures, or restrictions related to SAP Materials for general audiences.
