By Vaidya Aiyer, VP of Enterprise AI · Published October 20, 2026
Previously in this series: The Fix Takes Minutes. The Wait Takes Days. (Part 2) →
For the past few weeks I've been writing about one thing: routine SAP tickets that wait. The failed IDoc nobody looked at until it was too late. The fix that takes minutes and the wait that takes days. The queue that grew all night while the right people didn't know.
I've watched these stories play out over and over. And I've heard the same gripe from friends, colleagues and customers. “Why does something this simple take this long?”
There's a lot of talk about AI in SAP right now. Copilots, chatbots, assistants. Very little of it goes after the problem the business feels every single day: routine support. That's where we decided to start. I believe we're among the first to take it on this way. Most AI in support reads a ticket and suggests a fix, and a person still has to do the work. Ours works inside SAP and resolves the routine ticket itself. A failed IDoc gets reprocessed. A stuck batch job gets diagnosed and rerun. The ticket closes, and nobody waits.
And it isn't one general AI trying to handle everything. Every ticket type gets its own specialist agent, built for that one job, the way you'd want a specialist on your team.
What mattered most to us was trust. Your SAP CoE decides which ticket types the agents handle. Agents start small, earn trust over time and only then work on their own. Anything high-impact stays off limits, and every action is logged, so you can always see what happened and why. Your business data stays inside your environment. That alone tends to make the security conversation much shorter.
We also built it for SAP the way it really is, not the way it looks on a slide. Most landscapes aren't all ECC or all S/4HANA. Some business units have moved, others haven't, and the journey takes years. It runs on both, side by side, so you get the same support across your whole landscape, wherever you are in that journey. It doesn't matter how customized your system is. It doesn't matter whether SAP runs in the cloud or in your own data center. And there's no long project to enable and expose APIs across SAP before you see any value.
It also isn't a tool we hand over and walk away from. It runs as part of our AMS, and we own the SLA.
And your SAP experts? They don't go anywhere. Complex work and root causes stay with people. What changes is that they stop spending their days on the routine stuff.
That's the idea. Routine tickets fixed in minutes. Experts back on the work that needs them. You in control the whole time.
I'll be giving a first look at ASUG Minnesota this week, live on our own SAP system. The full launch is at ASUG Tech Connect on Nov 2. Come find me, or DM me.
If you're looking at AI for your SAP support right now, what's the first question you ask?