In late 2023, SAP launched Joule as its generative AI copilot. Since then, Joule has rapidly evolved into SAP’s enterprise AI copilot and agentic AI framework embedded across SAP cloud applications, spanning everything from Supply Chain to Finance. Within the SAP Customer Experience (CX) suite, Joule has come to enable autonomous, governed AI agents that can reason, plan, and act across end-to-end customer journeys, including commerce, sales, service, and loyalty.
As the number of agentic capabilities keeps growing, we’ve compiled a list of key CX agentic capabilities that businesses running SAP can evaluate for inclusion in their digital program roadmaps.
Joule Agentic AI Capabilities for SAP CX
- CX Shopping Agent (SAP Commerce Cloud): CX Shopping Agent is a conversational shopping assistant that helps customers discover products, answer specification-level questions, compare options, and complete purchases within a single interaction. The agent reasons across product catalogs, manuals, inventory, and pricing to enable agentic commerce.
- Digital Service Agent (SAP Service Cloud): This autonomous self-service agent resolves customer inquiries using knowledge retrieval, case summarization, and workflow execution. This includes triggers to escalate issues to human service reps when required to resolve more complex issues.
- AI Case Classification and Routing Agent (SAP Service Cloud): Automatically analyzes inbound service requests, identifies intent and sentiment, and routes cases to the appropriate team or workflow, streamlining manual processes.
- Personalized Recommendation Agent (SAP BTP): Delivers context-aware product and offer recommendations using customer behavior, preferences, and product relationships, with explainable reasoning.
- Quote Creation Agent (SAP Cloud for Customer): Automates the quote generation process through defined business rules, workflow actions, and CRM data integration.
- Catalog Optimization Agent (SAP CX AI Toolkit): This agent provides continual oversight of the product catalog, identifying product detail and accuracy gaps, and providing recommendations for remediation and optimization.
- Sales Productivity Agent (SAP Sales Cloud): Supports sellers with opportunity insights, conversation summaries, guided follow-ups, and next-best-action recommendations.
- CX Analytics and Insight Agent: Answers customer questions using natural-language processing by synthesizing data across Commerce, Sales, Service, and Customer Data Platform solutions.
- Custom CX Agents: Leveraging the Joule Studio, this provides a low-code toolset that allows organizations to build custom Joule agents and skills tailored to specific CX processes.
SAP Commerce Cloud – Agentic Commerce Focus
Specifically, as it relates to commerce operations in SAP Commerce Cloud, Joule enables agentic commerce by replacing traditional keyword search with conversational discovery. This enables specification level Q&A, guided checkout, and integration with service agents for post-purchase support.
Joule SAP CX Roadmap
Given the pace of change, any roadmap, as well as specific feature release dates, is subject to change. Given publicly available information, here are several additional preconfigured Joule agents for commerce, service, sales, and loyalty.
- Loyalty Management Agents: These agents provide reason capabilities over loyalty profiles, wallets, and rewards to deliver real-time, personalized cross-channel engagement.
- Multi-Agent Orchestration: This orchestration layer enables agent-to-agent collaboration where shopping, service, sales, and loyalty agents coordinate actions to achieve more complex, multi-step customer goals.
- Deep Research and Strategic CX Reasoning: Advanced reasoning capabilities that combine internal CX data with external signals to support strategic business decisions related to assortment planning and reducing customer churn.
- Expanded Role-Based CX Assistants: Contextually aware role-specific CX assistants (e.g., merchandiser, service manager, marketer) that automatically call upon the appropriate Joule agent(s) as needed to help facilitate complex business processes.
Joule is continually transforming the SAP CX solution suite from feature-based automation to agentic, AI-driven customer engagement. With current support for agentic commerce and intelligent service, and fully orchestrated, cross-journey AI agents coming with future releases, enterprise businesses will have the ability to reshape their CX and commerce operations.