Explore an effective way to expand your service team and radically boost your customer experience. In this deck, we explore how innovations like chatbots and cobrowsing capabilities available in SAP Hybris Service Engagement Center is transforming the customer service experience. Learn how you can effectively leverage the interactive tools to meet your customers’ service needs. for more from SAP Hybris, please visit: https://hybris.com/en/products/service

1. PUBLIC
Markku Helin, SAP
October17,2017
Accelerate Customer Service with Chatbots
and Cobrowsing

2. 2PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Customers have less
patience in meeting their
needs.
They expect immediate
responses.
And they expect problem
solving that is direct and
personal.
Customer Service in digital economies

3. 3PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
SAP Hybris Service Engagement Center
Feature highlights
Real-time reporting
§ Real-time reporting on agent and
service queue KPIs
§ Agent presence
Communications as a service
§ Built-in cloud communications stack
based on WebRTC
Omnichannel engagements*
§ Phone and e-mail
§ Text and video chat
§ Messengerservices and SMS
§ Social (SAP Jam communities)
§ Real-time intelligent routing forall
channels with presence,skills, and
queues
Interaction handling
§ Customeridentification, interactions
and interaction history, service tickets,
commerce orders,communityposts
§ Interaction transfers with context
§ Chat transcripts and historic e-mails
Modern user interface
§ Agent UI based on SAP Fiori
§ Multisession and multicontext
Self-service
§ API-basedmicroservicesprovided for
service ticket creation and
conversation
Business process integration
§ Integrated with transactional systems
such as SAP ERP,processesbased
on SAP GUI, and SAP Hybris
Commerce,assisted service module
* WebRTC-capable brow serneeded for communication channelsupport.

4. 4PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Service
automation with
bots and
cobrowsing
The next Big Thing:

5. 5PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Use bots and virtual agents for automated customer service,
but be there when your customers need you, with live agent and
cobrowsing support. And deliver on your customer promises.
Let’s have a look …

6. Thank you.
Contact information:
Markku Helin
markku.helin@sap.com