Agentic AI: Redefining the Future of Customer Support

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Agentic AI: Redefining the Future of Customer Support

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In this episode of SAP Change Makers, host Oliver Huschke sits down with Mohammed Ajouz, Senior Vice President and Global Head of Technical Support at SAP, to explore how Agentic AI is revolutionizing enterprise support. Together, they unpack what Agentic AI really means, how it differs from traditional automation, and why it represents a fundamental shift in how support is delivered. From faster resolution times and reduced effort to proactive incident prevention and machine-to-machine collaboration — this conversation dives deep into the next generation of AI-powered support. Learn how SAP is embedding intelligence at the core of customer service, what businesses can do to prepare, and why the future of support is not just automated — it’s agentic.

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