AUTONOMOUS CX
Self-Service Assistant
Decrease 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 enquires across the enterprise.
Tasks this assistant can help with:
- Instantly surfacing accurate answers from any knowledge source
- Seamlessly deploying within any unified service portal or stand-alone self-service app for consistent, multichannel support
- Automatically resolving enquiries about business documents and transactional issues
- Automatically creating contextual, prioritised cases for unresolved enquires and routing to service teams for quick response
Example use cases for this assistant:
- Business partner enquiries into accounts receivable departments related to 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 enquires from various contextual knowledge sources
- Easy form-enabled and AI-guided case creation for unresolved issues delivered to the right service team
Benefits
Autonomous answers
Deliver immediate, accurate responses pulled from any knowledge source to give employees information fast.
Seamless fit for any time, anywhere service
Deploy within any unified service portal or stand-alone self-service app for consistent cross-channel AI support.
Connected contextual data
Connect data from back-end systems to ensure the right 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 customised agents you create.
Case Preparation Agent
Turn any customer enquiry, from any channel, into a case with full context on history, products and entitlements.
Form Completion Agent
Simplifies gathering the right information when additional details are required to fully process the enquiry.
Knowledge Content Retrieval Agent
Surfaces relevant knowledge instantly—connecting cases to insights, similar resolutions and continuous learning.
Explore more service assistants
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HR Service Assistant
Transform HR support with agents that answer employee questions instantly and resolve HR requests with minimal case creation.
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Accounts Receivable Assistant
Drive faster revenue conversion and cash flow to simplify financial shared service processes.
Move your service strategy forward
Request a demo
Learn more and get a closer look at how intelligent systems can carry out work across your enterprise.
Explore Autonomous CX
See how integrated AI across your service drives business value and operational excellence—with Joule at the centre.