{"id":67891,"date":"2025-02-24T08:00:54","date_gmt":"2025-02-24T08:00:54","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=67891"},"modified":"2025-05-06T15:20:18","modified_gmt":"2025-05-06T14:20:18","slug":"sap-adds-preconfigured-ai-agents-to-its-cx-ai-toolkit","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/crm\/sap-adds-preconfigured-ai-agents-to-its-cx-ai-toolkit\/","title":{"rendered":"SAP Adds Preconfigured AI Agents to Its CX AI Toolkit"},"content":{"rendered":"

SAP has added preconfigured AI agents to its CX AI Toolkit.\u00a0<\/span><\/p>\n

With the AI, SAP hopes to drive practical improvements that tackle day-to-day pain points \u2013 from making sense of scattered customer data to simplifying repetitive tasks.<\/span><\/p>\n

The preconfigured agents include case classification, knowledge creation, and Q&A agents.\u00a0<\/span><\/p>\n

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.<\/p>\n

The Preconfigured AI Agents\u00a0<\/span><\/strong><\/h2>\n

By leveraging Joule, SAP customers can create their own custom AI agents.<\/p>\n

However, preconfigured agents help ramp up time to value.<\/p>\n

Here are the first three preconfigured (yet customizable) agents added to the SAP CX AI Toolkit.<\/p>\n

A Case<\/span><\/strong> Classification Agent<\/span><\/strong><\/h3>\n

When a customer submits a service request, the Case Classification Agent automatically reads and comprehends the content using natural language understanding (NLU).\u00a0<\/span><\/p>\n

After identifying the type of issue and its urgency, the agent can determine and route the contact through to the most appropriate team.\u00a0<\/span><\/p>\n

A Knowledge Creation Agent<\/span><\/strong><\/h3>\n

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.<\/span><\/p>\n

Indeed, it isolates resolution steps – pertinent to a specific customer intent – before creating a structured knowledge article.\u00a0<\/span><\/p>\n

Moreover, the AI agent automatically adds tags and categories <\/span>to a draft for review, which the knowledge manager can edit and send to the<\/span>\u00a0organization’s knowledge base.\u00a0<\/span><\/p>\n

A Q&A Agent\u00a0<\/span><\/strong><\/h3>\n

The Q&A Agent adapts to how an organization accesses and utilizes internal knowledge.\u00a0<\/span><\/p>\n

Instead of searching through multiple systems, users can ask questions naturally and receive accurate, sourced answers.<\/span><\/p>\n

Once asked a question, the agent <\/span>understands<\/span> the query’s context and utilizes configured knowledge sources.<\/span>\u00a0<\/span><\/p>\n

From there, the agent evaluates potential answers for relevance before responding with backlinked source references.\u00a0<\/span><\/p>\n

The Evolution of Joule<\/span><\/strong><\/h2>\n

Joule evolved last year from SAP’s copilot to a central hub of AI agents<\/a> collaborating across business functions to mechanize multi-step processes.\u00a0<\/span><\/p>\n

As such, businesses that leverage Joule alongside their CX AI Toolkit may create custom agents and have them collaborate (with eachother and preconfigured agents).<\/p>\n

To inspire this collaboration, Joule now utilizes a Knowledge Graph, which helps connect enterprise knowledge and augment AI agents, allowing them to make better-informed decisions and<\/span>\u00a0act with greater precision.\u00a0<\/span><\/p>\n

Additionally, the integration of SAP Business Data Cloud enhances Joule’s AI capabilities by providing a unified data layer that connects both SAP and non-SAP data sources, eliminating data silos and ensuring AI agents work with comprehensive, context-rich datasets.<\/span><\/p>\n

More Additions to the SAP CX AI Toolkit<\/h2>\n

As part of its February 2025 release, SAP also added the following two solutions to the SAP CX AI Toolkit.<\/p>\n

New Commerce Cloud Tools<\/h3>\n

SAP introduced content creation and management tools available for SAP Commerce Cloud users. These make it easier to manage visual content, analyze customer feedback, and extract information from images.<\/span>\u00a0<\/span><\/p>\n

There’s also an AI-powered review summarization solution for specific products, sentiment analysis with keyword highlighting, and an integration with its “Ask About this Product” AI Tool.<\/span>\u00a0<\/span><\/strong><\/p>\n

AI Tool Builder Enhancements<\/h3>\n

Another significant enhancement is in the expansion of the Custom AI Tool Builder’s capabilities.\u00a0<\/span><\/p>\n

The enhanced builder <\/span>now<\/span> lets organizations reference multiple CRM records in custom AI Tool prompts.<\/span><\/p>\n

In practical terms, this can lead to account-level analysis, where tools examine all up-\/cross-sell opportunities, giving a comprehensive view of customer engagement.<\/span><\/p>\n

Moreover, it allows organizations to build tools that analyze multiple escalated cases to identify common patterns or issues.<\/span><\/p>\n

 <\/p>\n

 <\/p>\n","protected":false},"excerpt":{"rendered":"

SAP has added preconfigured AI agents to its CX AI Toolkit.\u00a0 With the AI, SAP hopes to drive practical improvements that tackle day-to-day pain points \u2013 from making sense of scattered customer data to simplifying repetitive tasks. The preconfigured agents include case classification, knowledge creation, and Q&A agents.\u00a0 Alongside the AI agents, the enterprise tech […]<\/p>\n","protected":false},"author":9051,"featured_media":67909,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[61014],"class_list":["post-67891","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-crm","tag-agent-assist","tag-ai-agents","tag-artificial-intelligence","tag-crm","tag-erp","brands_to_track-sap","editorial_type-news","intent-loyalty","target_audience-dual"],"acf":[],"yoast_head":"\nSAP Adds Preconfigured AI Agents to Its CX AI Toolkit - CX Today<\/title>\n<meta name=\"description\" content=\"CX Today covers CRM & Customer Data Management news including Agent Assist, AI Agents, Artificial Intelligence, CRM, ERP and more.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.cxtoday.com\/crm\/sap-adds-preconfigured-ai-agents-to-its-cx-ai-toolkit\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"SAP Adds Preconfigured AI Agents to Its CX AI Toolkit\" \/>\n<meta property=\"og:description\" content=\"CX Today covers CRM & Customer Data Management news including Agent Assist, AI Agents, Artificial Intelligence, CRM, ERP and more.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.cxtoday.com\/crm\/sap-adds-preconfigured-ai-agents-to-its-cx-ai-toolkit\/\" \/>\n<meta property=\"og:site_name\" content=\"CX Today\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/CXTodayNews\/\" \/>\n<meta property=\"article:published_time\" content=\"2025-02-24T08:00:54+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-05-06T14:20:18+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/02\/sap-on-laptop-850.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"850\" \/>\n\t<meta property=\"og:image:height\" content=\"425\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Floyd March\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:site\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Floyd March\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.cxtoday.com\/crm\/sap-adds-preconfigured-ai-agents-to-its-cx-ai-toolkit\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.cxtoday.com\/crm\/sap-adds-preconfigured-ai-agents-to-its-cx-ai-toolkit\/\"},\"author\":{\"name\":\"Floyd March\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/7d3abf6a38865b723e77d19a24b711e1\"},\"headline\":\"SAP Adds Preconfigured AI Agents to Its CX AI Toolkit\",\"datePublished\":\"2025-02-24T08:00:54+00:00\",\"dateModified\":\"2025-05-06T14:20:18+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.cxtoday.com\/crm\/sap-adds-preconfigured-ai-agents-to-its-cx-ai-toolkit\/\"},\"wordCount\":603,\"publisher\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/crm\/sap-adds-preconfigured-ai-agents-to-its-cx-ai-toolkit\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/02\/sap-on-laptop-850.jpg\",\"keywords\":[\"Agent Assist\",\"AI Agents\",\"Artificial Intelligence\",\"CRM\",\"ERP\"],\"articleSection\":[\"CRM & Customer Data Management\"],\"inLanguage\":\"en-GB\",\"copyrightYear\":\"2025\",\"copyrightHolder\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"}},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.cxtoday.com\/crm\/sap-adds-preconfigured-ai-agents-to-its-cx-ai-toolkit\/\",\"url\":\"https:\/\/www.cxtoday.com\/crm\/sap-adds-preconfigured-ai-agents-to-its-cx-ai-toolkit\/\",\"name\":\"SAP Adds Preconfigured AI Agents to Its CX AI Toolkit - 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