SAP now lets AI agents sort sales leads and handle service cases. Only select customers can switch them on so far.
SAP announced four AI assistants in its customer experience software update on 21 October.
One qualifies sales leads and routes them to the right team. One helps speed up customer service cases, from the first request to resolution. Two plan and run marketing campaigns and content.
Each assistant manages narrower AI agents. The SAP post names 13 of them, including a Lead Enrichment Agent and a Case Processing Agent. The case-handling assistant also covers HR and finance service desks.
SAP's own wording is that the capabilities "are now available to select customers". The post names no customer and gives no price. The announcement gives no date for general availability.
Sales and service results can be counted: leads qualified, cases resolved. SAP has published no such figures for these assistants yet, though it calls the release "only the beginning".
Sources
Our file on SAP
- 24 Oct
Anthropic plans to back a European AI consultancy, the FT reported. Its engineers would sit inside clients, where SAP consultants bill days.
- 24 Oct
SAP deadlines and VMware squeeze IT budgets, CIO.com reported. A survey put vendor-pushed upgrades at about 28% of big firms' software budgets.
- 23 Oct
SAP puts about 80% of its product-development resources into AI, Handelsblatt reported. The paper says it has brought little revenue so far.
- 22 Oct
SAP's user group chief says AI costs are stacked on prices that are not falling. He doubts that can last.
- 22 Oct
SAP topped €10 billion in quarterly sales for the first time. Its finance chief called the next quarter critical.
For your next steering committee
- 1Ask which AI tools already touch your ERP or finance data, including the ones nobody approved.
- 2Ask what each tool is allowed to change, and who reviews what it changed.
- 3Ask how the result is measured, and who decides to switch a tool off.
Issue 01 of the ERP LEADERS brief puts a timeline, the three-number review and six questions on one page. Read issue 01
Welcome back. · Issue 01
