SAP has added preconfigured AI agents to its CX AI Toolkit.
With the AI, SAP hopes to drive practical improvements that tackle day-to-day pain points – from making sense of scattered customer data to simplifying repetitive tasks.
The preconfigured agents include case classification, knowledge creation, and Q&A agents.
Alongside the AI agents, the enterprise tech giant has added other solutions to its toolkit to drive efficiencies across the SAP Sales, Service, and Commerce Cloud applications.
The Preconfigured AI Agents
By leveraging Joule, SAP customers can create their own custom AI agents.
However, preconfigured agents help ramp up time to value.
Here are the first three preconfigured (yet customizable) agents added to the SAP CX AI Toolkit.
A Case Classification Agent
When a customer submits a service request, the Case Classification Agent automatically reads and comprehends the content using natural language understanding (NLU).
After identifying the type of issue and its urgency, the agent can determine and route the contact through to the most appropriate team.
A Knowledge Creation Agent
The Knowledge Creation Agent turns case resolutions into knowledge base content, capturing key insights to solve a case and sharing that expertise across an organization.
Indeed, it isolates resolution steps - pertinent to a specific customer intent - before creating a structured knowledge article.
Moreover, the AI agent automatically adds tags and categories to a draft for review, which the knowledge manager can edit and send to the organization's knowledge base.
A Q&A Agent
The Q&A Agent adapts to how an organization accesses and utilizes internal knowledge.
Instead of searching through multiple systems, users can ask questions naturally and receive accurate, sourced answers.
Once asked a question, the agent understands the query's context and utilizes configured knowledge sources.