In our development work around SAP Business AI, our customers are always the focus. With the innovations and partnerships that we have announced on the SAP Sapphire, and other releases in the second quarter of 2025 we further underpinned this customer orientation.

The first of the more than 40 joule agents we have announced on the SAP Sapphire are now available for customers. Various functional areas, these agents support companies in solving clarification cases, maintaining close relationships with their customers, carrying out subsequent activities and doing numerous other tasks. AI FoundationThe AI ​​operating system for all SAP Business AI solutions, allows all tools for the development, expansion and execution of customer-specific AI solutions and agents on a large scale on a central platform and thus simplifies the development in the field of AI.

And these were just a few examples of the innovations and solutions that we announced on the SAP Sapphire. Further announcements and detailed information can be found in SAP Sapphire Innovation Guide 2025 Or in this overview. At the end of the second quarter of 2025 we would like to inform you about the numerous innovations for SAP Business AI.

In the following you will find a detailed overview of the AI ​​innovation for human resources, which we provided for our customers in the second quarter of 2025.

Generally available

Contact center employees are often faced with the task of manually having to search unstructured text in emails and documents in order to extract important information. The new function for entity extraction in SAP Service Cloud Version 2 determines and automatically extracts relevant ID patterns such as product IDs and serial numbers and converts unstructured text into structured data.

This reduces manual effort and problems can be processed and remedied faster. The productivity of service workers can be increased by 50 %, while the number of repetition cases reduces 30 % and customer satisfaction can be improved.*

You can find more information here.

AI-based summary of registered products in SAP Service Cloud Version 2

Generally available

Employees in customer service often apply a lot of time to collect information on registered products when processing support cases. In SAP Service Cloud Version 2, a new AI function is available that creates detailed summaries for registered products. These also contain a section with information about the registered products and a summary of the associated support cases.

With this function, the time required for the composition of information can be significantly reduced, which enables faster problem solving and thus improves the customer experience. The productivity of the service staff can thus be increased by up to 25 %, the primary solution rate by up to 15 %.*

You can find more information here.

AI-based summary of customer orders in SAP Service Cloud Version 2

Generally available

The AI-based summary of customer orders now offers sales managers a quick overview of all important aspects of a customer order. You will receive immediate insight into price fluctuations such as price increases or reductions, including information on the percentage changes, as well as an insight into the status of the delivery of delivery and the number of products and product settings offered free of charge.

Thanks to this automation, manual data analyzes become superfluous, which rates 90 % faster and more effective decisions possible.*

You can find more information here.

Shopping agent
Generally available

Managers in the field of digital processes and e-commerce platforms need intelligent tools to strengthen customer loyalty. The shopping agent is a central component of the SAP CX AI Toolkit, which makes relevant shopping experiences from online interactions. Customers can formulate their requirements in natural language and receive personalized product recommendations. The agent helps you to make well -founded purchase decisions by analyzing the context and providing product information in real time.

The agent enables more efficient processes and better customer service and offers a scalable solution with which the shopping experience can be optimized over various product catalogs. This promotes long -term growth and increases customer satisfaction.

Managers in the area of ​​digital processes can thus increase the online conversion rate and the average order value by up to 10 % and the number of repetition purchases by up to 5 %.*

You can find more information here.

Custom AI agent
Generally available

Teams with customer contact can increase their efficiency with custom AI agents. With the customizable agents, companies can configure and implement special AI agents in SAP Sales and Service Cloud in order to automate complex tasks without their own programming. The agents optimize workflows by classifying support cases intelligently, proactively capturing knowledge for dissolved cases and enabling quick access to comprehensive knowledge from the whole company.

Companies can increase their productivity for tasks in sales and service, which are done by AI agents, to increase up to 50 % and thus benefit from higher surgical performance.*

You can find more information here.

Use of Joule in SAP Enterprise Service Management and SAP Service Cloud Version 2

Release as part of the SAP Early Adopter Care program

Service staff can now use Joule in SAP Service Cloud Version 2 and SAP Enterprise Service Management to immediately access information about customers, suppliers and employees.

Joule can automatically create tickets for you, access support cases, notify details, show the priority and status of cases and do many other tasks.

This integration enables companies to increase their productivity because users can access the required information directly. The customer experience also improves the quick answering of inquiries.

Register for that Program SAP Early Adopter Care for SAP Enterprise Service Management and that Program SAP Early Adopter Care for SAP Service Cloud Version 2.

AI-based product search in SAP Emarsys

Beta-release

For marketing experts, it is often difficult to quickly integrate the right products into email campaigns. With the AI-based product search in SAP Emarsys, this process can be optimized by intuitively looking for keywords using natural language. In this way, marketing experts can find relevant products in their catalog immediately. The function also automates the assignment of product fields to blocks with content in emails and thus makes the manual furnishings superfluous.

As a result, marketing specialists can create campaigns faster and make more flexible, so that you have more time to create appealing content, increase efficiency and increase the final rates in sales.

Marketing managers can expect the time required for manual inserting products in emails by up to 60 % and campaigns can be created faster from the template creation to the start.*

You can find more information here.

Philipp Herzig is CTO and Chief Ai Officer and a member of the extended board member of SAP SE.

* Liability exclusion: This article describes the expected advantages for companies. All calculations are estimated values ​​on which case studies of SAP customers, SAP benchmarks and other studies are based. The actual advantages can vary and be influenced by additional factors that are not taken into account in this article. The information is provided without any default and without guarantee of any kind, neither expressly nor tacitly. SAP assumes no responsibility for damage in connection with the use of this article. On the side https://www.sap.com/legal-notice can be found under “legal information” terms of use, liability, mandatory information and restrictions on this material.