How SAP Concur Achieved Digital Experience Excellence with GenAI

Coveo’s VP of Global Enablement, Alex Dassa, interviews Michelle Lewis-Miller, VP, Head of Strategy & Transformation at SAP Concur, to discuss the incredible impact of AI on customer service. Get insights on how SAP Concur is using AI and GenAI to deliver measurable results, including:

- Boost Revenue: AI-driven recommendations have led to higher customer retention and renewals.
- Cut Costs: Automated, AI-powered support has reduced case volumes and improved operational efficiency.
- Increase Satisfaction: Personalization and faster response times have improved customer experiences and loyalty.
- Drive Profitability: AI has optimized touchpoints, maximizing ROI across the organization.

Michelle shares the key strategies behind SAP Concur’s success:
- Unifying Knowledge with AI: SAP Concur leverages a single AI platform to streamline knowledge and deliver better service experiences.
- Expanding AI Across the Enterprise: SAP Concur applied AI across multiple touchpoints, including the Customer Community, Internal Knowledge Base, and Support Portal, leading to significant improvements in customer retention.
- Results with Generative AI: By implementing Generative Answering, SAP Concur delivered accurate, fast service for millions of users, reducing case volumes by 20% and driving continuous innovation.

Learn how SAP Concur achieved:
- 5% reduction in cases per 1,000 search sessions
- 80% reduction in search queries per visit
- 64% reduction in content gaps

Watch now to see how SAP Concur is transforming customer service with AI and what steps your business can take to achieve similar results!