SAP AI Agent · SD · Customer service Configurable
Design scenario · how the agent is configured to work
Why it matters
Most customer emails ask the same thing: where is my order? Each answer means finding the order, checking delivery and shipment, and writing back. Real problems wait in the same inbox.
How it works
The same four steps as every Artificio agent. The agent does the research and the paperwork; your teams make the decisions.
Reads emails in your customer service mailbox.
Matches the email to the right sales order and lines.
Collects the status from SAP.
Drafts the reply for review, or sends it by your rules.
Worked example
A buyer asks where their order is. One line slipped. Here is what the agent prepares.
Line 30 moved from 2 Nov to 9 Nov after a component delay. The customer hasn't been told yet.
| Line | Status | Reply says |
|---|---|---|
| 10 | Shipped 30 Oct | Shipped, with tracking number |
| 20 | Shipped 30 Oct | Shipped, with tracking number |
| 30 | Confirmed 9 Nov | New date, with an apology for the change |
| Sender check | Matches sold-to | Buyer's address is a contact for this customer |
| Rule | Review needed | Replies with a changed date go to a person |
Replies that report a changed date are reviewed before sending. Simple on-time replies can be sent automatically if you allow it.
Design scenario · names and values are fictional and depend on your SAP configuration
Inside the platform
The case shows who it is waiting for, what happens next, what the agent checked and exactly what each person is approving.
Waiting for A. Chen (Customer service) to review the reply, asked Mon 2 Nov at 14:41.
Once approved, the reply is sent and the email is filed with the order.
| Step | Owner | Status |
|---|---|---|
| Match to order 10045990 | Agent | Done |
| Pull status and tracking | Agent | Done |
| Review reply | A. Chen · Customer service | Waiting |
| Send reply | Agent | On hold |
Reply to Lakeside Pumps about PO 88213: lines 10 and 20 shipped on 30 Oct with tracking, and line 30 is now confirmed for 9 Nov instead of 2 Nov. Send as drafted?
Illustration of how this agent's cases appear on the Artificio platform · names and values are fictional
Capabilities
Every status question answered from SAP, the same way, every time.
Ownership
You map customers and regions to owners. Whoever answers first decides, and anything unassigned goes to the customer service lead.
Owners, rules and tolerances are configured to your organization and agreed for each deployment.
Controlled autonomy
The agent proves itself on your real work before it writes anything to SAP. The platform measures how often your people agree with it, so you decide when to give it more room, case type by case type.
The agent proposes every action but writes nothing to SAP. Your people decide, and each answer counts toward the agreement rate.
The required owners approve. The agent acts in SAP only when the last approval lands.
For case types you explicitly configure and approve, such as sending replies for orders that shipped on time to verified contacts, the agent acts on its own and reports back.
Governed agent runtime
What makes this agent different is its configuration: its instructions, the tools it may use and the policies it works under. Reviewers, approvals, versions and audit work the same way for every agent you add.
Decisions go to named owners or authorized teams, with reminders, and every email links back to the case.
Gathering data is kept separate from changing SAP. Action tools are controlled and can require human approval before they run.
Versions can't be edited, and each case keeps the version it started with, so a change never alters work in progress.
Recreations of Artificio platform screens
What we measure
Every pilot tracks the same four measures from day one, so the business case comes from your data, not ours.
For SAP teams
The agent reads and writes data through supported SAP interfaces, without modifying standard SAP objects and without replacing your existing governance.
| Emails | Customer service mailbox |
|---|---|
| Sales orders | Lines, schedule lines and confirmed dates |
| Deliveries | Deliveries and goods issue |
| Shipments | Carrier and tracking numbers |
| Replies | Drafted or sent by your rules |
|---|---|
| Routing | Non-status emails to the right team |
| Case notes | Email filed with the order |
| SAP | Read only; no order changes |
ScopeThe agent reads SAP and doesn't change orders. Carrier tracking comes from the shipment or delivery in SAP, or from carrier links agreed in discovery.
Pilot approach
A focused pilot in your QA or sandbox system proves the agent on your own data before anything reaches production.
Review SAP edition, interfaces, authorizations and representative data.
Agree the mailbox, customers, reply templates and send rules.
Answer real emails in shadow mode: the agent drafts, your team sends.
Review the four measures, then add mailboxes and approved automatic replies.
Frequently asked questions
Security & compliance
ISO 27001:2013 certified, SOC 2 Type 2 compliant, GDPR and HIPAA ready. Every agent action is logged and auditable, and SAP credentials stay in the platform's integration accounts.
See it working
Talk through your customer service inbox with our team, and see how a similar agent works on the Artificio platform.
Request DemoScope a pilot on one customer service mailbox in your SAP QA or sandbox system, with the four measures agreed up front.
Discuss an SAP pilot
