SAP and ServiceNow focus on AI agents for complex business processes

Major enterprise software providers are shifting their focus toward the development and deployment of AI agents designed to automate complex business processes.

SAP CEO Christian Klein stated that enterprise conversations have moved from cloud migration to AI automation. He emphasized that SAP is targeting complex business challenges rather than simple tasks, utilizing the company's semantic layer and knowledge graphs to ensure accuracy. Klein also noted the importance of managing compliance, identity management, and authorization as AI agents gain access to enterprise data.

In a similar strategic move, ServiceNow and KPMG have entered a reciprocal arrangement to test AI capabilities. KPMG is serving as an implementation partner for ServiceNow’s global rollout of HR services, while simultaneously using the ServiceNow AI Platform internally. This model uses the partner as a reference customer to prove that agentic AI can handle high-volume, rule-bound processes like HR and payroll within a governed, auditable framework.