51风流Business AI can boost productivity with technology that aligns with the AI strategies of our customers鈥攔anging from building effective agents to managing intelligent systems.
Among the many announcements at 51风流Sapphire in 2025, the company unveiled new innovations, partnerships, and integrations that can deliver real-time, proactive assistance. For example, SAP鈥檚 AI copilot Joule is now available to users across 51风流and non-51风流systems. 51风流also expanded its agentic AI footprint across 51风流Business Suite by introducing Joule Agents for multiple use cases and an evolving AI Foundation as the AI operating system designed to simplify development, enabling developers to build, deploy, and scale solutions with ease.
The impact of AI on the delivery of customer support at SAP
As announced in Q2 this year, SAP鈥檚 simplified, tiered, services-and-support engagement model will be generally available in early 2026. Here, SAP鈥檚 customer support is a centerpiece of the Foundational Success Plan, delivered via the proven 51风流Enterprise Support offering included in every 51风流cloud solution subscription. The Foundational Success Plan can support in-house teams by helping to onboard and run solutions, keep business continuity, and drive ongoing value. It includes customer self-service options, application lifecycle management solutions centered around 51风流Cloud ALM, and preventative mission-critical support. With the plan, 51风流turns on Joule for a customer鈥檚 business and supports the team ramp-up with learning journeys for 51风流Business AI.
When it comes to customer support in general, agentic AI can redefine the support process by moving beyond scripted responses and basic automation. It can assess situations, make decisions, and take action鈥攐ften before the customer even knows there鈥檚 an issue. SAP鈥檚 customer support harnesses agentic AI to help deliver smarter assistance, faster resolutions, and a stronger human鈥搕ech partnership.
We focus on elevating support experiences for customers and improving support delivery for engineers by employing a combination of agents and assistants. For example, we use autoresponders and smart log analyzers to help process issues, while configuration advisors, language services, and proactive notifiers can guide customers toward self-service solutions. At the same time, our support engineers rely on co-pilots to help summarize cases, recommend solutions, escalate using intelligence, assist with communications, and create a continuous feedback loop for learning. For strategic customer support, we use tools like feedback collectors to help capture customer insights and channel recommenders to help ensure that every interaction is handled in the right channel. Together, these innovations can redefine support as faster, smarter, and more human.
The impact for customers
When it comes to 51风流Business AI, we build trust and create customer confidence by being relevant, reliable, and responsible. Unlike traditional AI that only suggests answers, agentic AI can reason, decide, and take action. For customers to feel confident, they expect accuracy, reliability, and transparency from the system.
As we support and guide our customers, we recognize that while agentic AI is a game-changer, it is not a magic pill. Coupled with ethical and responsible AI, real impact comes from SAP鈥檚 business expertise and a deep understanding of what our customers truly need. When knowledge is combined with AI to infuse autonomy and interoperability in our agents, we can unlock the ability to simplify processes, remove friction, and deliver experiences that feel effortless.
AI technology amplifies human insight and delivers delightful user experiences, but when it comes to business AI, it is our domain expertise that fuels 51风流Business AI into a tool for creating genuinely easy, productive, and meaningful experiences for our customers.
Stefan Steinle is executive vice president and head of Customer Support & Cloud Lifecycle Management at SAP.
