SAP has launched a number of “ready-to-use” AI agents, with more slated to be released throughout 2025.
Currently available across customer service, sales, and finance, the AI agents are powered by Joule, the company’s virtual assistant.
Included in the first release is the Cash Collection agent, which SAP originally previewed at TechEd in October 2024.
The agent simplifies the dispute resolution process by collaborating across customer service, finance, and operations.
In doing so, the agent is able to mechanize various tasks that would otherwise require hours of manual work.
Moreover, the company outlined the following oven-ready AI agents:
- A Q&A agent that tracks opportunities and customer cases, proactively identifying questions and providing answers from trusted knowledge sources.
- A Knowledge Creation agent that automatically generates structured articles based on new case resolutions, helping to scale expertise.
- A Case Classification agent that understands the context of cases (e.g., recognizing tax-related inquiries even without the word “tax”) and routes them to the appropriate team.
In an official SAP announcement, the company emphasized how its approach to agentic AI will differentiate it from others in the space:
“Capturing this opportunity is not about creating lots and lots of siloed agents across the enterprise that help reinforce more functional independent tasks.
Instead, it’s about having the right agents, grounded in the correct business context and data, that can work together, supporting human collaboration and improving end-to-end processes.
From ‘Ready-to-Use’ to ‘Build-Your-Own’
Alongside the aforementioned AI agents, SAP introduced a new custom agent builder.
Available for Joule Studio in SAP Build, the solution is designed for users like citizen developers to create tailored AI agents for specific business needs.
This no-code tool features a guided workflow that leverages SAP’s business process expertise to ground custom agents in both business processes and data.
Lastly, the agent builder enables organizations to develop AI agents that can autonomously solve problems across both SAP and non-SAP applications.
The Evolution of Joule
Like the AI agents, the Agent Builder is also part of Joule.
In recent times, the vendor has moved to position Joule as a hub for AI agents that work together across different business functions to automate complex, multi-step processes.
Joule now leverages a Knowledge Graph, which acts as a bridge, revealing relationships between data and processes and helping AI agents make more informed decisions.
By leveraging this foundation, Joule agents can analyze and act with greater accuracy.
Furthermore, the addition of SAP Business Data Cloud strengthens Joule’s AI capabilities by providing a unified data layer that integrates information from SAP and non-SAP sources. This eliminates data silos, ensuring AI agents operate with complete and context-rich datasets.
Moreover, SAP’s acquisition of WalkMe signals the possibility of future integration beyond SAP’s own systems, making Joule a broader AI orchestration platform.
The increased capacity of Joule was mentioned in the company announcement:
With Joule agents, Joule is not just an AI copilot, but becomes an AI orchestrator across all your organization.
“Joule can now adaptively assemble and orchestrate teams of agents – including out-of-the-box as well as customer’s custom-built AI agents – from multiple business functions to perform complex end-to-end processes.”
More News from SAP
In more Joule-related news, last November, Microsoft and SAP revealed plans to integrate their virtual assistants, allowing users to choose between 365 Copilot or Joule in integrated Microsoft-SAP environments.
Announced at SAP Sapphire and showcased at Microsoft Ignite 2024, the collaboration aims to combine the vendors’ capabilities, offering customers a seamless virtual assistant experience across both platforms.
Elsewhere, earlier this year, SAP outlined a new loyalty management solution aimed at retailers and consumer packaged goods companies.
Scheduled to be released in the second half of 2025, the solution will help customer experience teams create personalized, real-time loyalty programs.
Key features include Loyalty Profiles connected to a cloud-based loyalty wallet.
Read more at: https://www.cxtoday.com/crm/sap-unleashes-several-ready-to-use-ai-agents-introduces-a-custom-builder/
