GermanyTechnology and telecom2025 – ongoingSAP
Auto Response Agent for customer support
SAP said its automated support answers matched human interactions on first-contact resolution
Problem
SAP customers needed answers to software problems that could interrupt business operations. Cases requiring specialist attention also competed for support engineers' time.
Approach
SAP deployed an Auto Response Agent that used support knowledge to answer customer cases automatically. Automatic responses were activated only when the system had high confidence in its answer. SAP said first-contact resolution for these selected cases was comparable to human support interactions.
Results
No published figures
Takeaway
The comparison covered cases selected for high-confidence automatic answers. SAP did not publish a numerical resolution rate or the share of cases handled by this agent.
Categories
- Size
- Large enterprise
- Industry
- Technology and telecom
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- AI agentsGenerative AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
SAP described automatic responses grounded in its support knowledge and restricted by confidence checks. It reported first-contact resolution comparable to human interactions without giving an agent-specific numerical rate.
Full details are in the original sources.
