AI role in S/4HANA Cloud

NEXT STEPS:

HL STRATEGY

Second, I need your help to identify the right people (PMs and POs) from your organization to support for different use cases validation, business flow description and APIs/iFlow creation (see below the detailed activities).

First, I want to recommend a management sync between CX (Sanjeet Mall) and S/4HANA (yourself). We already have the support of ESM team (CPO: Viswajith Manapetty), but having the management handshake and sponsorship from both CX and S4 sides it would definitely help and bust this project. If you are OK I can help to organize this sync.

GOAL: articulate the vision for sapphire and longer and showcase minimum 3 cases for each public/private cloud

for IC DM -

CX they own technical part of the story and the biggest part (ESM)

Use case definition - i need Po and PM
Priority for APIs/iFlows
All compatible cross to utilize/reuse and parallel work

for SDM - @hitesh

@MP

ASSISTANTS FOR MANAGEMENT MEETING

assistanf of Uma: praveen.kumar.p@sap.com

assistant of Arpan: johanna.wolf@sap.com + chief of staff Serdar Ferhad

assistant of lawrewnce: n.makan@sap.com

FICA FIAR CALL

VENDOR INQUIRY

Follow on georg – what? If he can approve those use cases

find a people for each use case

PUBLIC

CONTACTS

USE CASES

Vendor Inquiry

STATUS = Released in ESM, candidate for sapphire use case

Roebel, Alexander <alexander.roebel@sap.com>

J Valiathan, Ajai <ajai.j.valiathan@sap.com>

no clue on things = no further investigation needed?, check with Robin

Payment Advice Processing

STATUS = Released in ESM

PPT and video available

definition/status

A payment advice is a document sent by a customer to a supplier or seller to inform them that their invoice has been paid.

The new version of the "Manage Payment Advices" Fiori app allows users to view, create, edit, and delete payment advices(support both AR and FI-CA). With the integrated ML Document Extraction service, users can directly import a payment advice file into the app. The extracted information is saved as a draft for users to review edit and save as the final version, significantly saving time and allowing users to focus on more important tasks.

In addition, we have provided the Manage Payment Advice OData V4 API. (Although the original plan was to support ESM for managing payment advice cases, the ESM team has now switched to new cases.) Our APIs are ready for other integrations as well.

candidate for sapphire use case

no further investigation needed?

contacts

Ai, Aicro <aicro.ai@sap.com>

architect of ToT

PO

Sales ORder Processing

STATUS = shipped in first version according to Arpan

BC:

Contacts

ursula nani

Subtopic

Dispute for FI-CA

Status: PoC

COntacts

Charlie

questions

- Abhik – do we have already iFlows?
- Can we check on steps:
o deliverable plan
o ESM configuration
o Mixed preconfig. Packages -> out of box implementation

Dispute for FI-AR

Status: PoC

Contacts

Karsten

Claim Management

Status: PoC or tool can be sunset

Yes, we are currently also envisioning some topics in the AI area and have also included the warranty / Claim Management in our overall Customer Engagement initiative “Automotive Industry: Explore AI Use Cases in SAP S/4HANA Cloud”.

bit difficult to already provide realistic roadmap dates for this (in particular if we are leveraging the customers feedback with the above mentioned CEI).

Business case: supporting customer claim document mail handling

contacts

Paulus, Clemens <clemens.paulus@sap.com>

Afza, Roohi <roohi.afza@sap.com>

Mishra, Atul <atul.mishra@sap.com>

Logistics and Manufacturing

Status: PoC

BC: enabling various mail based scenarios in e.g. logistics

PRIVATE

CONTACTS

PM

Georg Heberle will be the PM point of contact

S4 DEV

Verma, Sudhir

nominated as the lead engineer for Private

Balaji

CX DEV

Sanjeet

ASSISTANT

P, Praveen Kumar OF UMA

CASES

IC DM

candidate for sapphire

VISION

the vision of Intelligent Communication for S/4HANA (part of the broader Hands-Free ERP vision) is fully designed for the benefit of our S/4HANA customers. This vision includes not only set of 5-7 S/4HANA use cases delivered as pre-packaged content in ESM, but also a flexible framework who will allow our customer the customisation of these use GenAI cases to their needs.

‘Role model – pushing staff through’
Functional PM – in S4 try to squeeze in first release things taking 2 years to deliver
30% can cover majority of functions – minimum viable scope

ESM Workshop

Empowering

We aim to deliver a comprehensive self-service experience, enabling employees to access resources and perform routine tasks without contacting the service center. For inquiries needing service center intervention, employees can create and manage requests through an intuitive ESM-based application. This app will integrate with SAP Build Work Zone, SAP SuccessFactors Work Zone and SAP SuccessFactors, enhancing the employee experience for organizations using these SAP solutions. It can also be embedded in other employee portals. By leveraging Work Zone and SuccessFactors, organizations can provide employees with self-help resources and quick actions, like time-off requests. Additionally, Joule will enable conversational interactions, and the mobile-responsive design ensures access via mobile browsers and apps like SuccessFactors and Work Zone.

Enhancing Process Efficiency with Automation: Q4 2024 -

ESM will include modules that streamline complex processes with automation. The case designer that enables service agents to follow a guided experience will include branching capabilities. Forms is used to capture information about cases from various stakeholders and validate or send data to external systems. Key updates to this module include transport management support, form population via Excel or using AI (through Document Information Extraction). Additionally, the new ‘Business Documents’ module will allow linking external transactional objects to cases with a configurable document type structure. This module will feature AI-based automatic document addition, a generic prompt builder and standard and custom actions per object. Forms and Business Documents will have a tighter integration with the Cloud Native Stack for enhanced analytics, search functionality, rule automation and email response templates.

Accelerating Implementations through Content Packages: Q2 2025

The ESM engineering team will create a content packaging framework enabling SAP LoBs to deliver pre-packaged content that customers can customize to their specific needs. This content will include topics in ESM (Business Documents, Forms, Case Types, Mashups, Communication Configurations and AI Configurations), BTP (Integration Flows, Agentic Flows, process specific UIs), and LoB products (APIs, process specific UIs). S/4 HANA will be the first to use this framework, offering pre-packaged content focused on finance processes including candidates to go, such as Payment Advice Processing, Customer Invoice Dispute, Supplier Invoice Dispute, Accrual Posting, General Ledger Posting and Remittance Processing. SuccessFactors will follow, targeting HR processes.

challenges and blockers

The CX Engineering team will not deliver the Content Packaging Framework until Q1 2025. Meanwhile, S/4 HANA needs to allocate resources to begin content creation, with some efforts possibly starting before the framework is ready.

Commitment to adopting ESM for service management remains limited, with only S/4 HANA and SuccessFactors committed so far. Additionally, attempts to engage ISBN have been unsuccessful, as their management is reluctant to adopt ESM due to it not being natively built on BTP.

Revenue Opportunities

Positioning ESM within S/4 HANA's Intelligent Communication scenarios enhances the appeal of RISE and GROW transformations. Additionally, ESM, combined with Employee Central, Work Zone, and Joule, strengthens SAP's position as a key player in the HR Service Delivery space.

REQ

DEV

S4 DEV

SUMMARY: A. We will continue to drive and partner with the CX organization as well as coordinate activities to enable the various scenarios
B. Communication Intelligence for FI-AR (2502): the PoC on Dispute Management was initially designed for FI-AR solution, however the existing FI-AR solution didn’t have the proper APIs; so we are currently finalizing that by 2502. The PoC we delivered, we repurposed for FI-CA solution which will be more impactful for Private Cloud who has over 100 customers.

1. Building of missing iFlows /APIs between S/4HANA and ESM to realize these scenarios for each of the 5-7 mentioned scenarios (as of now till 2502)

2. Configuring the Case Types, Forms, business Documents, approvals, Autoflow. Email channels etc (Q1 2025)

3. Packing of the configured artifacts and the iFlows and making it available in every tenant that is getting provisioned as a pre-packaged content (Q2-2025).

CX

JIRA

DELIVERY PHASES:

• In Q2, they delivered the GenAI summarization and email replay functionality which is immediately applicable to the existing 3 use cases mentioned above

• In Q3/Q4, configurable GenAI entity extraction will be delivered, allowing to extract any kind of business entity from incoming mails (including Invoice Numbers to create Disputes)
(This will also be the baseline for the first planned beta implementation of Intelligent Dispute Management at DHL)

• In 2025, we will finally get the framework that will allow us to pre-configure and ship not only Intelligent Dispute Creation but all 7 use cases and make them work out-of-the box

PM

1) Identification and functional description of the use cases part of this vision (see ther red list below). Currently we have this done for 2 use cases, we have knowledge that maybe other 2 could have been done and then there are additional 3-5 use cases which are only at ideation phase (as soon as possible)

2) Identification of any other possible use case which could be part of this story line (as of now till 2502)

3) The description of the detailed business (and technical) flow for the build of the missing iFlows. Also validation of the right API existence (as of now till Q4 2024)