We are proud to announce the go-live of the agentic case resolution (ACR) minimum viable product (MVP). A major milestone in our journey to transform how we handle support cases and deliver value to our customers, this launch introduces that streamline repetitive tasks, reduce manual effort, and provide intelligent guidance and automation throughout the case resolution process.
What’s New?
The new agentic platform enables the integration of AI task agents that produce recommendations for new cases, tailored for both customers and engineers. It provides a foundation that supports the incremental expansion of additional agents into the workflow, allowing a modular and flexible approach as the process evolves over time.
For our support engineers this means:
Ready‑to‑review, AI‑generated response drafts for new incoming cases. Engineers can update, refine, and append these drafts with their own insights before sending, maintaining high quality while reducing repetitive work. Detecting and highlighting potential duplicate cases, helping ensure faster triage and reducing unnecessary customer wait time.Component change suggestions that support engineers can accurately route cases and accelerate resolution time.
How does it work?
When a new case is created, the agentic case resolution triggers a set of AI agents to analyze the case’s initial details to begin troubleshooting. For eligible cases with very high confidence, it can automatically provide a recommended response to customers for newly created Priority 3 (medium) and Priority 4 (low) cases, without direct engineer involvement. Should an engineer be required, it summarizes the initial case description and suggests a recommended response for review, helping customer receive faster, more consistent responses with reduced effort.
What’s In It for Me?
Customers & Partners
Consistent, high-quality AI support
Enhanced overall customer experience by leveraging AI solutions to drive efficiency and reduce customer effort Resolution times significantly reduced through more efficient case workflows for selective Priority 3 (medium) and Priority 4 (low) cases
Our People
Reduces engineer effort Improved efficiency in case handling workflows Streamlines tools and processes into one UI to consume AI services more easily Reduces repetitive tasks Reduces task switching
What’s coming next?
This technology enables us to continuously add new AI task agents to the workflow in a scalable manner to expand functionality and scope. In upcoming releases, you’ll see added capabilities like ongoing case response assistance, conversational experience, missing-information and outage detection agents, triage agent including automatic priority change request detector, and more.
The Goal? Effortless, transparent and transformative.
Want to know more?
Experience the next evolution of SAP support with Agentic Case Resolution Boost your knowledge of SAP Support with Knowledge-Driven AI Discover the vision – visit the ACR One Slider
We are proud to announce the go-live of the agentic case resolution (ACR) minimum viable product (MVP). A major milestone in our journey to transform how we handle support cases and deliver value to our customers, this launch introduces that streamline repetitive tasks, reduce manual effort, and provide intelligent guidance and automation throughout the case resolution process. What’s New? The new agentic platform enables the integration of AI task agents that produce recommendations for new cases, tailored for both customers and engineers. It provides a foundation that supports the incremental expansion of additional agents into the workflow, allowing a modular and flexible approach as the process evolves over time.For our support engineers this means:Ready‑to‑review, AI‑generated response drafts for new incoming cases. Engineers can update, refine, and append these drafts with their own insights before sending, maintaining high quality while reducing repetitive work. Detecting and highlighting potential duplicate cases, helping ensure faster triage and reducing unnecessary customer wait time.Component change suggestions that support engineers can accurately route cases and accelerate resolution time. How does it work? When a new case is created, the agentic case resolution triggers a set of AI agents to analyze the case’s initial details to begin troubleshooting. For eligible cases with very high confidence, it can automatically provide a recommended response to customers for newly created Priority 3 (medium) and Priority 4 (low) cases, without direct engineer involvement. Should an engineer be required, it summarizes the initial case description and suggests a recommended response for review, helping customer receive faster, more consistent responses with reduced effort. What’s In It for Me? Customers & Partners Consistent, high-quality AI supportEnhanced overall customer experience by leveraging AI solutions to drive efficiency and reduce customer effort Resolution times significantly reduced through more efficient case workflows for selective Priority 3 (medium) and Priority 4 (low) cases Our People Reduces engineer effort Improved efficiency in case handling workflows Streamlines tools and processes into one UI to consume AI services more easily Reduces repetitive tasks Reduces task switching What’s coming next? This technology enables us to continuously add new AI task agents to the workflow in a scalable manner to expand functionality and scope. In upcoming releases, you’ll see added capabilities like ongoing case response assistance, conversational experience, missing-information and outage detection agents, triage agent including automatic priority change request detector, and more. The Goal? Effortless, transparent and transformative. Want to know more? Experience the next evolution of SAP support with Agentic Case Resolution Boost your knowledge of SAP Support with Knowledge-Driven AI Discover the vision – visit the ACR One Slider Read More Technology Blog Posts by SAP articles
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