SAP has added preconfigured AI agents to its CX AI Toolkit.
With the AI, SAP hopes to drive practical improvements that tackle day-to-day pain points – from making sense of scattered customer data to simplifying repetitive tasks.
The preconfigured agents include case classification, knowledge creation, and Q&A agents.
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.
The Preconfigured AI Agents
By leveraging Joule, SAP customers can create their own custom AI agents.
However, preconfigured agents help ramp up time to value.
Here are the first three preconfigured (yet customizable) agents added to the SAP CX AI Toolkit.
A Case Classification Agent
When a customer submits a service request, the Case Classification Agent automatically reads and comprehends the content using natural language understanding (NLU).
After identifying the type of issue and its urgency, the agent can determine and route the contact through to the most appropriate team.
A Knowledge Creation Agent
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.
Indeed, it isolates resolution steps – pertinent to a specific customer intent – before creating a structured knowledge article.
Moreover, the AI agent automatically adds tags and categories to a draft for review, which the knowledge manager can edit and send to the organization’s knowledge base.
A Q&A Agent
The Q&A Agent adapts to how an organization accesses and utilizes internal knowledge.
Instead of searching through multiple systems, users can ask questions naturally and receive accurate, sourced answers.
Once asked a question, the agent understands the query’s context and utilizes configured knowledge sources.
From there, the agent evaluates potential answers for relevance before responding with backlinked source references.
The Evolution of Joule
Joule evolved last year from SAP’s copilot to a central hub of AI agents collaborating across business functions to mechanize multi-step processes.
As such, businesses that leverage Joule alongside their CX AI Toolkit may create custom agents and have them collaborate (with eachother and preconfigured agents).
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 act with greater precision.
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.
More Additions to the SAP CX AI Toolkit
As part of its February 2025 release, SAP also added the following two solutions to the SAP CX AI Toolkit.
New Commerce Cloud Tools
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.
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.
AI Tool Builder Enhancements
Another significant enhancement is in the expansion of the Custom AI Tool Builder’s capabilities.
The enhanced builder now lets organizations reference multiple CRM records in custom AI Tool prompts.
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.
Moreover, it allows organizations to build tools that analyze multiple escalated cases to identify common patterns or issues.
