Intelligent AI Agent for Enterprise Customer Service

The Challenge

Customer service centers handling 50,000+ inquiries monthly face high costs, inconsistent quality, and long resolution times. Agents must navigate 8+ systems including SAP to answer queries. This demonstration shows how TICS builds Claude-powered AI agents that integrate with SAP to automate customer service at enterprise scale.

Our Approach

Using the BMAD methodology, we iteratively build an AI customer service agent. The Build phase creates RAG pipelines ingesting product docs, compliance policies, and SAP data. The Measure phase benchmarks against human agent performance. The Adapt phase tunes retrieval and response quality. The Deploy phase delivers a production-grade agent with safety guardrails.

The Solution

A Claude-powered AI agent accessible via web chat that uses RAG grounded in actual documentation, integrates with SAP FICO and CRM via secure APIs for real-time data, handles account inquiries, transaction disputes, and service requests autonomously, and seamlessly escalates to human agents when needed. Every interaction includes feedback loops for continuous improvement.

Expected Outcomes