AUTONOMOUS CX
Self-Service Assistant
Reduce the cost to serve with autonomous self-service.
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Overview
The Self-Service Assistant provides 24/7 autonomous service, connecting the right AI agents with contextual data to solve, streamline, and deliver instant answers and solutions for enquiries across the enterprise.
Tasks this assistant can help with:
- Instantly providing accurate answers from any knowledge source
- Seamlessly deploying within any unified service portal or standalone self-service app for consistent, multichannel support
- Automatically resolving enquiries about business documents and transactional issues
- Automatically creating contextual, prioritised cases for unresolved enquiries and routing to service teams for a prompt response
Example use cases for this assistant:
- Business partner enquiries to accounts receivable departments regarding disputes, invoices, cash collections, and delivery information
- Global business services for employee enquiries across lines of business such as HR and facilities management
- Instant answers to enquiries from various contextual knowledge sources
- Simple, form-enabled and AI-guided case creation for unresolved issues, delivered to the appropriate service team
Benefits
Autonomous answers
Deliver immediate, accurate responses drawn from any knowledge source to provide employees with information quickly.
Seamless fit for anytime, anywhere service
Deploy within any unified service portal or standalone self-service app for consistent cross-channel AI support.
Connected contextual data
Connect data from back-end systems to ensure the correct context is applied, reducing manual effort and human error.
Transparent assisted service transition
Automatically create prioritised, evidence-rich cases for unresolved items with conversation history and relevant documents.
Agents used by this assistant
Use the Self Service Assistant to orchestrate specialised AI agents, including Joule Agents that apply SAP’s process expertise or custom agents you create.
Case Preparation Officer
Turn any customer enquiry, from any channel, into a case with full context on history, products, and entitlements.
Form Completion Agent
Simplifies collecting the correct information when further details are required to fully process the enquiry.
Knowledge Content Retrieval Agent
Instantly surfaces relevant knowledge—connecting cases to insights, similar resolutions, and ongoing learning.
Explore more service assistants
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HR Service Assistant
Transform HR support with agents that answer employee queries instantly and resolve HR requests with minimal case creation.
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Accounts Receivable Assistant
Accelerate revenue conversion and cash flow to simplify financial shared service processes.
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Advance your service strategy
Request a demo
Find out more and take a closer look at how intelligent systems can carry out work across your organisation.
Explore Autonomous CX
See how integrated AI across your service drives business value and operational excellence—with Joule at the centre.