Demo: Accelerating Application Support: Agentic L1/L2 SAP Support

The session

About this session

After an SAP go-live, the support queue fills up. Users don't know the process, transactions don't post and integrations fail overnight. Most of those tickets don't need a consultant. They need a fast answer and a fast diagnosis.

This live demo shows an agentic support assistant resolving L1 and L2 SAP issues end to end. It's grounded in SAP best practice and your own configuration documents, training materials and test scripts, and it guides users step by step through the process. When something breaks, the agent investigates the live system. It can check the master data, show why a transaction is blocked, find the cause of an ABAP short dump and propose the code fix, or work out why an SAP-to-3rd party sync failed. Then it either routes the ticket to the person who can fix it, or corrects the data and runs the integration again itself.

The assistant is part of AWS Agentic Business Operations for SAP, a set of open-source building blocks on Amazon Bedrock AgentCore. Alongside it sit agents for exception handling and ABAP development, and they all share one knowledge base of your SAP processes. Start with support and add capabilities without rebuilding.

What You'll Learn

• How AI agents can answer "how do I…?" questions using your SAP documentation, without involving IT
• How the AWS for SAP MCP Server gives agents governed, real-time access to SAP through standard OData APIs
• How a shared, open-source framework lets you grow from one support agent to a full set of agents for SAP operations