Fonterra put SAP's AI assistant to work for more than 100 project staff. Their manager says it "does not know your SAP".
The dairy cooperative Fonterra is replacing its core systems with S/4HANA, the main business software from SAP. It expects the programme to cost NZ$450 million to NZ$500 million over six years.
Its head of SAP build told the trade publication ERP Today that more than 100 people on it now use Joule for Consultants, SAP's AI assistant.
After the new system came into use, roughly 2,000 support incidents were open. The tool sorted them under eight root causes, and the teams responsible confirmed the result.
Left alone, the tool "agrees with you by default", he said. It also invents technical details, such as interfaces that do not exist, so every session ends with a check of each one.
His sharpest criticism: the tool knows SAP's products, not Fonterra's own configuration and decisions. SAP's post of 10 November lists that awareness as a pilot in progress.
His overall verdict is favourable, and Fonterra said in September that the programme is on track and on budget.
The desk's reading: he called the licence the cheap part. Adoption took a 74-page guide, a meeting every two weeks and one-to-one coaching for every licence issued.
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