SAP resolves 20% of support tickets

SAP said artificial intelligence now fully resolves 20% of its support tickets without human help. (cxtoday.com) (sap.com) Chief executive Christian Klein disclosed the figure during SAP’s April 23 first-quarter earnings release. SAP said AI now assists 100% of cases across its service and support function. (cxtoday.com) (sap.com) SAP’s support organization also posted a 12% productivity gain, according to Klein. The company said teams are handling higher ticket volumes without a proportional increase in headcount. (cxtoday.com) The support metric arrived alongside stronger quarterly numbers. SAP reported first-quarter cloud revenue of €5.962 billion, up 19%, and current cloud backlog of €21.932 billion, up 20%. (sap.com 1) (sap.com 2) Total revenue reached €9.555 billion in the quarter, up 6%, while IFRS operating profit rose 17%. SAP kept its full-year outlook in place despite what Chief Financial Officer Dominik Asam called a “complex and uncertain” macroeconomic backdrop. (sap.com 1) (sap.com 2) For investors, the ticket figure gives SAP a concrete internal benchmark for whether its artificial-intelligence push is changing day-to-day operations, not just product demos. SAP tied the quarter’s performance to “real outcomes” from Business AI. (sap.com 1) (sap.com 2) The company has been building that case for months inside customer support. In December, SAP said its Auto Response Agent could deliver highly relevant solutions when confidence was high and that automatically answered cases were closing on first contact at a 40% rate. (sap.com) (sap.com) SAP has not publicly detailed which specific internal products power the new 20% autonomous-resolution number. CX Today reported that the company also has not said whether the support stack is based on SAP’s own service software or bespoke internal tooling. (cxtoday.com) The earnings update also sits next to a separate shareholder decision. SAP’s boards have proposed a dividend of €2.50 per share for fiscal 2025, up 6.4% from €2.35, with a vote scheduled for the May 5 annual general meeting. (sap.com) (sap.com) SAP’s message is that AI is no longer only a product feature for customers. The company is now using its own support desk as evidence that automation can lift output while cloud growth stays strong. (cxtoday.com) (sap.com)