Customer support is moving from search to conversations
The recent holiday season made one thing clear: people want answers and actions in the same thread. Conversational agents now anticipate intent, pull data, compare options, take steps, and close the loop.
For support teams, this means fewer clicks, fewer transfers, and faster resolution. SAP's Q4 2025 Customer Experience (SAP CX) release leans into this shift with out-of-the-box agents, simple tools to build your own, and AI features that speed up planning and decision-making.
What's new in SAP CX Q4 2025 for support teams
With SAP, CX apps, data, and AI sit on one foundation-SAP Business Technology Platform-with seamless connections to SAP ERP. Agents can reason and act in core processes, turning messy workflows into clear next steps.
Digital Service Agent: instant answers, smooth escalations
Put reliable knowledge at customers' fingertips. Deflect common questions, resolve complex cases with AI, and hand off to a human when it matters-without losing context.
- Reduce contact center load while lifting CSAT.
- Combine with Shopping Agent to support the full journey-product discovery, purchase, and post-sales care-in a single conversation.
- Enable agentic commerce and intelligent service that feels consistent end to end.
Joule Studio (agent builder): create custom agents fast
Build business-ready AI agents for SAP Customer Experience Cloud in a low-code, no-code environment as part of SAP Build. Connect to Joule, SAP CX apps, SAP Knowledge Graph, and third-party systems to ground responses in enterprise data.
- Retrieve knowledge, complete tasks, and run autonomous actions with guardrails.
- Examples: an order-status and returns agent, a warranty checker, or a field service triage agent. For sales handoffs, a sales assistant can analyze purchase history and suggest relevant offers.
Smarter guidance and insights for every rep
WalkMe Premium for SAP CX solutions
Upskill and reskill inside the flow of work. Deliver real-time, role-based guidance and automation across SAP Commerce Cloud, SAP Sales Cloud, SAP Service Cloud, and SAP Enterprise Service Management-so new workflows stick from day one.
AI features that cut time-to-answer
- AI-assisted report builder (SAP Emarsys): Generate custom reports and comparisons in minutes to spot campaign or channel patterns that influence ticket volume and inbound mix.
- Generative AI summary for utilities consumption (SAP Service Cloud): Agents get instant summaries of usage graphs at a premise to flag spikes, dips, and anomalies-speeding root-cause analysis for utilities customers.
- Volume pipeline manager (SAP Sales Cloud): View opportunity health by quantity and probability. Helpful for service-to-sales collaboration on accounts that need proactive care.
- Promotion and account plan configuration (SAP Revenue Growth Management): Configure promotion and account plan types-scope, levels, spend, baseline management-to support flexible planning and future indirect promotions.
- Engagement events (SAP Emarsys): Ingest inbound events from external sources, improving segmentation and personalization across the journey-useful for proactive service messages.
- Predictive AI segments for mobile push (pilot, SAP Emarsys): Reach contacts most likely to engage based on behavior, status, or channel preference, lowering inbound load with timely, relevant messages.
Build lasting connections with SAP Customer Loyalty Management
Loyalty is a strategy, not a points balance. SAP Customer Loyalty Management creates dynamic, cloud-based profiles with AI-driven insights you can use in service interactions-so every conversation reflects what a customer values.
- Unify data for smarter segmentation and targeted campaigns that support care use cases.
- Run global programs on one platform, form alliances, and scale with impact.
- Integrations with SAP Service Cloud and SAP S/4HANA Cloud Private Edition help teams move faster.
How to put this into play in 30 days
- List your top five intents (order status, returns, warranty, billing, appointment changes). Launch flows in Digital Service Agent and set targets for deflection, FCR, and CSAT.
- Use Joule Studio to prototype one custom agent (order modifications or knowledge lookup). Connect to SAP CX data sources and define escalation rules.
- Roll out WalkMe Premium for the top three agent workflows. Track handle time and error rates weekly.
- If you're a utilities team, enable AI consumption summaries. Otherwise, pilot predictive segments to push micro-tips that reduce repeat contacts.
- Wire Emarsys engagement events (e.g., ship confirmations, payment failures) to trigger proactive support messages.
- Surface loyalty profile data in Service Cloud and add goodwill gestures by tier to close tough cases with care.
Resources
- SAP Help Portal (What's New pages across SAP CX)
- AI training by job role (build support skills that stick)
The shift to conversational, agentic experiences is here. Pair these SAP CX updates with clear goals, tight measurement, and steady enablement-and your team will deliver faster answers, cleaner handoffs, and stronger loyalty.
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