As AI-driven digital transformation continues to reshape the enterprise landscape, the need for seamless, intelligent customer onboarding becomes increasingly critical to improve the initial customer experience and accelerate product adoption. In MaCo (SAP Market Communication for Utilities), we are driving a strategic innovation initiative by developing the MaCo Onboarding Agent—a multi-agentic AI solution designed to redefine how customers begin their journey.
Smarter Customer Enablement Starts Before Subscription
The MaCo Onboarding Agent is designed to engage with customers before they subscribe to MaCo saas. It is envisioned to collect essential information—such as global account details, subaccount, and subdomain—upon request, and automatically generate an incident to initiate the onboarding process.
This removes the bottlenecks associated with manual ticket creation and managing it, especially for large enterprise customers with more number of subscriptions. For instance, one recent request required subscribing over 100 MaCo instances — this could be significantly streamlined with automated assistant.
AI-Enabled Contextual Intelligence
The Onboarding Agent leverages a vectorized knowledge base built from MaCo’s product documentation, downstream service references, and frequently asked questions. This ensures that every user query is addressed with real-time, contextually accurate guidance. Whether recommending subscription plans based on yearly message volume or resolving common issues, the assistant can deliver information that is timely, relevant, and actionable thus reducing dependency on customer support team.
Architecture: Engineered for Scalability, Modularity, and Intelligence
The MaCo Onboarding Agent is built on a supervisor-level multi-agent architecture, designed with a modular and extensible technology stack:
Python with LangChain and LangGraph: Serves as the orchestration layer for agent-based interactions. LangChain provides structured tooling for chaining LLM prompts and external calls, while LangGraph introduces persistent, event-driven workflows with stateful memory management and multi-agent routing logic, exposed as a RESTful API.SAP CAP (Cloud Application Programming) using Node.jsSAP BTP (Business Technology Platform) SAP HANA for Semantic Search and Context Retrieval
MaCo documentation, downstream service documentations and references, and FAQs are converted into vector representations stored in SAP HANA’s vector database. This allows the assistant to perform semantic searches and retrieve information based on meaning rather than exact keywords. At runtime, relevant content is dynamically retrieved from the vector store to build context for responses.Multi-Model Support (e.g., GPT-4.0, Gemini): Enables runtime selection of multiple large language models based on use case requirements such as accuracy vs. latency trade-offs, tokens constraints, and response time requirements. The classification logic is also handled by LLMs, based on the prompt and input context.
User Interface
What’s in Progress
The MaCo Onboarding Agent extends its capabilities beyond standard chatbot assistant. Integration with JIRA and ServiceNow APIs is also underway, enabling a dedicated agent to create and manage incidents.
Business Benefits
Efficient Onboarding Process
Accelerates the onboarding process by providing context-specific support and resolving queries in real-timeParticularly valuable for enterprise customers with high-volume onboarding requirements by automating manual tasks.
24/7 Real-Time Support
Leverages a vectorized knowledge base for real-time, context-aware assistance.Once subscribed, customers go through multiple setup steps. The assistant provides on-demand access to knowledge from MaCo documentation, downstream service references, and FAQs—enabling users to resolve known issues or questions independently. This reduces reliance on support teams and minimizes delays caused by time zone differences or limited team availability.
Continuous Customer Engagement
Keeps customers informed on ongoing issues with downstream services or MaCo issues by gathering information from FAQs.Ensures ongoing transparency and trust during the onboarding lifecycle.
Conclusion
The MaCo Onboarding Agent demonstrates how intelligent automation and a multi-agent solution can enhance the efficiency and consistency of early customer interactions. By providing access to relevant information and supporting decision-making with contextual guidance, the solution enables a more scalable and responsive customer experience.
Ongoing enhancements would explore extended capabilities, including deeper integrations, improved coordination between agents, and alignment with evolving customer and product needs.
As AI-driven digital transformation continues to reshape the enterprise landscape, the need for seamless, intelligent customer onboarding becomes increasingly critical to improve the initial customer experience and accelerate product adoption. In MaCo (SAP Market Communication for Utilities), we are driving a strategic innovation initiative by developing the MaCo Onboarding Agent—a multi-agentic AI solution designed to redefine how customers begin their journey.Smarter Customer Enablement Starts Before SubscriptionThe MaCo Onboarding Agent is designed to engage with customers before they subscribe to MaCo saas. It is envisioned to collect essential information—such as global account details, subaccount, and subdomain—upon request, and automatically generate an incident to initiate the onboarding process.This removes the bottlenecks associated with manual ticket creation and managing it, especially for large enterprise customers with more number of subscriptions. For instance, one recent request required subscribing over 100 MaCo instances — this could be significantly streamlined with automated assistant.AI-Enabled Contextual IntelligenceThe Onboarding Agent leverages a vectorized knowledge base built from MaCo’s product documentation, downstream service references, and frequently asked questions. This ensures that every user query is addressed with real-time, contextually accurate guidance. Whether recommending subscription plans based on yearly message volume or resolving common issues, the assistant can deliver information that is timely, relevant, and actionable thus reducing dependency on customer support team.Architecture: Engineered for Scalability, Modularity, and IntelligenceThe MaCo Onboarding Agent is built on a supervisor-level multi-agent architecture, designed with a modular and extensible technology stack:Python with LangChain and LangGraph: Serves as the orchestration layer for agent-based interactions. LangChain provides structured tooling for chaining LLM prompts and external calls, while LangGraph introduces persistent, event-driven workflows with stateful memory management and multi-agent routing logic, exposed as a RESTful API.SAP CAP (Cloud Application Programming) using Node.jsSAP BTP (Business Technology Platform) SAP HANA for Semantic Search and Context Retrieval MaCo documentation, downstream service documentations and references, and FAQs are converted into vector representations stored in SAP HANA’s vector database. This allows the assistant to perform semantic searches and retrieve information based on meaning rather than exact keywords. At runtime, relevant content is dynamically retrieved from the vector store to build context for responses.Multi-Model Support (e.g., GPT-4.0, Gemini): Enables runtime selection of multiple large language models based on use case requirements such as accuracy vs. latency trade-offs, tokens constraints, and response time requirements. The classification logic is also handled by LLMs, based on the prompt and input context. User Interface What’s in ProgressThe MaCo Onboarding Agent extends its capabilities beyond standard chatbot assistant. Integration with JIRA and ServiceNow APIs is also underway, enabling a dedicated agent to create and manage incidents.Business BenefitsEfficient Onboarding ProcessAccelerates the onboarding process by providing context-specific support and resolving queries in real-timeParticularly valuable for enterprise customers with high-volume onboarding requirements by automating manual tasks.24/7 Real-Time SupportLeverages a vectorized knowledge base for real-time, context-aware assistance.Once subscribed, customers go through multiple setup steps. The assistant provides on-demand access to knowledge from MaCo documentation, downstream service references, and FAQs—enabling users to resolve known issues or questions independently. This reduces reliance on support teams and minimizes delays caused by time zone differences or limited team availability.Continuous Customer EngagementKeeps customers informed on ongoing issues with downstream services or MaCo issues by gathering information from FAQs.Ensures ongoing transparency and trust during the onboarding lifecycle.ConclusionThe MaCo Onboarding Agent demonstrates how intelligent automation and a multi-agent solution can enhance the efficiency and consistency of early customer interactions. By providing access to relevant information and supporting decision-making with contextual guidance, the solution enables a more scalable and responsive customer experience.Ongoing enhancements would explore extended capabilities, including deeper integrations, improved coordination between agents, and alignment with evolving customer and product needs. Read More Technology Blog Posts by SAP articles
#SAP
#SAPTechnologyblog
