On this episode of Trending Chats, Adam Dinneen, Director, Sales Engineering APAC at WalkMe™, reveals why so many digital transformations fail—and the simple people-focused fixes that get results.
Don’t miss this eye-opening chat.
00:05 – Intro: People in digital transformation
00:21 – Adoption drives outcomes
01:08 – Why users struggle with tech
02:11 – Business impact of low adoption
02:34 – Three tips to boost adoption
Get the State of Digital Adoption report: https://sap.to/6056Cr8fo
Read Digital Adoption for Dummies: https://sap.to/6057Cr8fU
Take the WalkMe Challenge: https://sap.to/6058Cr8fq
🎧 More episodes of the Trending Chats podcast:
Watch on YouTube: https://sap.to/6059Cr8fS
Listen on Spotify: https://sap.to/6050Cr8fs
Listen on Apple Podcasts: https://sap.to/6051Cr8ft
In today’s digital workplace, HR is more than a service function; it’s the engine of organizational agility. Yet fragmented, IT-centric systems, limited insights into employee needs, and disconnected data models still hold many teams back.
SAP SuccessFactors Enterprise Service Management, purpose-built for HR, helps organizations break through those barriers by connecting AI, trusted data, and intuitive experiences to help transform HR service delivery from reactive support to proactive, human-centered impact.
From helpdesk to human impact
SAP SuccessFactors Enterprise Service Management gives HR teams a unified platform to help manage service requests, automate workflows, and deliver consistent, guided interactions that can build trust and compliance. By anticipating problems instead of reacting to them, HR can operate with speed, transparency, and insight, which enables the entire organization to work more efficiently.
Unlike IT-centric tools that treat employees as tickets, SAP SuccessFactors Enterprise Service Management brings together context, compliance, and connection—enabling HR to create experiences that feel personal, intelligent, and effortless.
Boost productivity and elevate experiences for employees and HR service teams
Automation is only as effective as the context behind it. Unlike standalone AI add-ons, Joule, SAP’s AI copilot, can make every interaction faster, smarter, and more human. Employees can ask questions in everyday language and receive contextual answers grounded in verified HR data and policies. HR teams benefit from AI-generated case summaries, pre-built templates, personalized e-mail drafts, intelligent case recommendations, and proactive insights that help reduce manual effort and speed resolution. With agentic AI, the system continuously learns from every interaction, automatically surfacing insights, suggesting next best actions, and driving service accuracy. HR teams don’t just automate tasks; they deliver smarter, compliant, and more personalized support all within a single, secure HR system.
Connected data that powers intelligent decisions
Unlike many platforms that rely on integrations or duplicated data to connect with HR systems, the SAP SuccessFactors portfolio is connected by design. Built on SAP SuccessFactors Employee Central, SAP SuccessFactors Enterprise Service Management can connect every transaction, service case, and policy into a single source of truth for HR. Combined with SAP HANA Cloud and SAP Analytics Cloud in SAP Business Data Cloud, this foundation can turn data into actionable intelligence: surfacing trends, predicting service demand, and improving quality with each interaction.
Experience that feels effortless
A great HR service experience isn’t just fast—it feels easy. SAP SuccessFactors Work Zone serves as the digital front door for SAP SuccessFactors Enterprise Service Management, SAP SuccessFactors Employee Central, and Joule. Employees can find answers, submit requests, and collaborate in the flow of work. Guided experiences and AI-powered knowledge searches can reduce case volume, while seamless integration with SAP Build Process Automation allows HR to extend workflows quickly without IT dependency or external tools.
Customer impact in action
Across industries, SAP customers are replacing fragmented, IT-led tools with a purpose-built HR service platform, creating measurable gains in employee satisfaction and HR efficiency.
“By moving to next-generation service requests with [SAP SuccessFactors] Enterprise Service Management, we’ve streamlined complex processes like 401(k) transfers and dramatically improved speed, compliance, and employee confidence.” – SAP customer, Technology
“Employees start in [SAP SuccessFactors] Work Zone with Joule, search knowledge first, and only create a case when needed. That reduces case volume and service rep workload.” – SAP customer, Consumer Goods
“We’re designing for consistency—using targeted forms aligned to service categories. Data duplication is minimized while the People Profile serves as the single source of truth.” – SAP customer, Manufacturing
“Our front door is multi-channel—e-mail, phone, and Teams chat—all anchored in the HR knowledge base with smart routing to the right teams.” – SAP customer, Aviation
“One feature that truly stood out for us was the timeline. Finding information in our old system used to be a challenge, but with [SAP SuccessFactors] Enterprise Service Management, the timeline view has been a game changer. It gives our teams instant visibility into every interaction and drives new levels of efficiency and clarity. – SAP customer, Banking
“The guided steps for HR service representatives have transformed how our team works. Instead of navigating complex processes, they now follow clear, intuitive paths that ensure every case is handled consistently and efficiently. It’s like having an intelligent assistant built right into the workflow.” – SAP customer, Telecommunications
“The [SAP SuccessFactors] Employee Central data mashup within case management has been an absolute game changer. Having real-time employee data visible directly in each case means no more switching between systems. Our HR team can make faster, more informed decisions with complete context at their fingertips.” – SAP customer, Manufacturing
From service efficiency to experience intelligence
By uniting AI, data, and experience within the SAP ecosystem, SAP SuccessFactors solutions can turn HR service delivery into a strategic engine that drives business results. Organizations can resolve issues faster, deliver personalized experiences at scale, and gain actionable insights that improve both HR efficiency and employee engagement.
In a world where agility and trust define competitive advantage, HR is no longer a back-office function—it’s a driver of workforce productivity, organizational resilience, and enterprise-wide success.
Agentic AI is everywhere, and it holds the massive potential to transform the way we work, enhance efficiency, and amplify value — all while simplifying our daily tasks.
Agentic AI is transforming the way we work, and SAP Signavio helps you maximize AI agent impact
The autonomy of AI agents in decision-making and innovative problem-solving is what makes this disruptive technology so attractive to companies, yet also one that demands focus and clarity.
Organizations need to understand where it is appropriate to deploy AI agents while ensuring they behave as intended: staying within their operational scope, using only authorized data, and maintaining compliance with the company’s guidelines and regulations.
If in the world of espionage, agents would normally operate in the shadows, in the corporate world, companies need to ensure that AI agents operate in plain sight. Their behavior should be transparent, measurable, and always under control.
As organizations scale their use of agentic AI, the specter of a new challenge emerges: understanding where exactly in their processes agents should be applied, if they are acting the way they are supposed to, and what their impact and cost really are. After all, AI agents are a business resource like any other, and should always be governed by an organization’s leadership, in alignment with that organization’s goals.
This is where agent mining capabilities in SAP Signavio solutions come into play, bringing visibility, accountability, and continuous optimization to the growing ecosystem of AI-driven process transformation.
The problem: invisible autonomy in enterprise AI
AI agents become more autonomous — and sometimes more ambiguous — as they learn and evolve. Their decisions happen in milliseconds, driven by complex reasoning that can appear as an invisible black box to end users.
Without transparency, organizations risk blind automation, which means agents operate efficiently on paper but unpredictably in practice, potentially introducing errors, inefficiencies, or unnecessary costs.
At the same time, agents operating visibly allow organizations to see and learn from the agents’ behavior, potentially revealing new approaches, creative solutions to existing problems, or unexpected positive outcomes.
The solution: AI Agent mining
Agent mining enables organizations to understand and optimize the behavior of AI agents operating across their business processes. Agent mining in SAP Signavio solutions provides the ability to:
Trace agent behavior to see how agents make decisions, navigate process steps, and adapt to different contexts
Analyze impact and measure the agents’ influence on key metrics like process time, accuracy, and compliance
Monitor cost by tracking computational or LLM-related expenses, helping ensure cost-efficient performance
Benchmark performance by comparing outcomes of agent runs to identify areas for refinement
But it’s also more than just a monitoring tool. AI agent mining is an intelligence layer for the AI workforce. By transforming invisible actions into measurable insights, it empowers organizations to:
Increase transparency into agent behavior and decision logic
Control operational costs by understanding and optimizing LLM usage
Ensure compliance through auditable decision trails
Continuously improve performance by learning from live agent execution
Measure true business value of AI automation, not just efficiency metrics
Agent mining from SAP Signavio can extend from Joule Agents built by SAP to third-party or custom-built AI agents, offering a unified lens across an organization’s AI landscape.
A broader vision: AI agent excellence
Unless we’re watching the Mission: Impossible franchise, no one wants to see rogue agents on the loose, which is why agent mining is just one of four pillars under SAP Signavio’s comprehensive approach to AI agent excellence. The pillars that help ensure intelligent agents are not just deployed, but deployed intelligently, include:
Agent discovery: Identifying the right processes and opportunities where AI agents can drive the greatest impact
Agent context: Providing agents with the right process knowledge and compliance parameters to act responsibly and efficiently
Agent mining: As outlined above, observing and analyzing how agents actually behave in operation
Agent value impact: Quantifying the business value that agents deliver, such as efficiency gains, cost savings, or improved customer experience
Together, these pillars ensure that organizations not only automate processes but continuously learn from and improve their performance. The world is not enough; it’s critical to have both working in sync.
As SAP Signavio General Manager Dr. Gero Decker shared, “AI agents represent a fundamentally new paradigm, and a key question remains: How should we perceive them? Should we view AI agents as advanced technical constructs or as non-human humans? It’s a complex question that organizations must address as they deploy AI agents at scale.”
“At SAP Signavio, we are preparing for the future by focusing on the organizational and process dimensions of agentic AI adoption,” he said. “Our AI agent excellence approach aims to ensure that AI agents are integrated seamlessly, efficiently, and compliantly into the broader enterprise. In this rapidly evolving landscape, no company can afford to stand still. Our vision is to be an engine for innovation and reinvention, helping companies grow and adapt.”
SAP Signavio solutions can empower organizations to ensure their AI agents are not only effective but also transparent and accountable, paving the way for smarter, more strategic automation — in other words, AI agent excellence.
Lucas de Boer is a Global Marketing program lead for SAP Signavio.
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This week at SAP TechEd Berlin, we released new innovations that deliver on our promise to make SAP more open and empower developers to move faster and smarter with the tools, languages, and frameworks of their choice.
Advancements in AI agents, data, and platform capabilities equip developers with the tools to drive business transformation
Build custom agents on the most context-rich agentic platform
I’m excited to share the ability to build custom agents in Joule Studio will be generally available in December. New capabilities include AI-assisted agent design, system-triggered agents, extensibility of SAP-delivered Joule Agents, centralized enterprise-grade agent monitoring, support for Agent-to-Agent (A2A) protocol, and support for Model Context Protocol (MCP). Read our in-depth announcement blog and watch the demo to learn more.
“Joule Studio’s agent builder connects SAP analytics with merchandising systems, powering Accenture’s Optisell agent to surface at‑risk inventory, recommend pricing actions, and simplify merchandise alert configuration — all without heavy custom development.”
Catherine Nguyen, Global Lead for SAP Business Group AI Strategy and Adoption, Accenture
For developers building pro-code agents, SAP Business Technology Platform (SAP BTP) offers comprehensive support for popular open-source frameworks, like Crew.AI and LangGraph, and provides end-to-end identity, authorization, governance, and integration capabilities.
MCP support for SAP HANA Cloud is now available, providing with direct access to rich multi-model engines. This allows agents to be grounded in full data context: navigating relationships across customers and suppliers, understanding geographic dependencies through spatial data, and performing semantic searches through vector embeddings — all within a single in-memory engine.
Additionally, SAP HANA Cloud knowledge graph engine can now automatically generate knowledge graphs from SAP HANA Cloud metadata. What used to take weeks of manual modeling can now happen automatically in minutes.
We’re also enabling agentic memory in SAP HANA Cloud. With long-term memory, AI agents can persist context across long-running sessions and memorize past input and decisions, just like humans do, to become continuously smarter.
I’m excited to share several AI Foundation innovations, including our first enterprise relational foundation model (RPT), SAP-RPT-1, accompanied by a no-code testing playground environment and prompt optimizer service. New capabilities are continuously added to our generative AI hub, empowering developers to experiment with leading models and orchestration tools and scale AI development and productization across SAP and non-SAP landscapes. Read more about these announcements here.
Vibe on SAP Build using the tools of your choice
New local MCP servers for SAP Build give developers the ability to use agentic tools for SAP Build development and preferred code assistants, such as Cursor, Windsurf, Claude Code, Cline, and OpenAI Codex — all while maintaining enterprise-grade governance and clean-core alignment.
An SAP Build extension pack for Visual Studio (VS) Code is now available to simplify development of CAP, Fiori, UI5, and mobile applications. This makes it easier for VS Code developers to build faster and deploy apps on SAP BTP. Looking ahead, we will publish our extensions on the Open VSX Registry to simplify the onboarding of these tools and provide similar native development experiences on other integrated developer environments (IDEs).
Increase velocity with SAP Joule for Developers
SAP Joule for Developers, the best code assistant for SAP development, empowers developers of all skill levels to build more efficiently by leveraging comprehensive, AI-infused developer tools to deliver precise, contextualized outcomes powered by purpose-built, SAP-centric AI models. This frees-up time to be more productive, creative, and proficient in accelerating ABAP, Java, JavaScript, and visual tool-based application development and automation of SAP processes.
New enhancements to SAP Joule for Developers, such as ABAP AI-assisted development within SAP Cloud ERP Private and AI-driven custom code migration capabilities, help developers modernize legacy systems and meet enterprise-grade governance and security requirements. These improvements also boost productivity, enhance code quality, and support cloud transformation goals.
Developers working in SAP Build for digital workspaces can now use AI-assisted content creation to quickly generate comments, create workspace content, and summarize documents. AI responses can also draw directly from user-specific folders and workspace content, providing users with trusted insights tailored to their roles, while maintaining compliance and secure role-based document grounding.
Looking ahead, new ABAP large language models (LLMs) trained on ABAP code and specialized for ABAP development will be released next year.
Connect everything to boost productivity
Developers build the bridges that keep businesses running. We’re making that work easier and faster with SAP Integration Suite. The following innovations make API and agent-driven automation easier, ensure reliable end-to-end security with real-time monitoring, and boost developer productivity.
We are continuing to embed AI capabilities directly into SAP Integration Suite. API management will now automatically provide targeted recommendations and intelligent healing to resolve common API anomalies such as error spikes, latency surges, or abnormal traffic patterns. Developers can also ask Joule to about the most used APIs to gain deep API insights and understand usage patterns.
MCP Gateway support will enable customers to expose custom APIs and integration flows that can be consumed by AI agents. This feature introduces the ability for customers to enrich custom agents built in Joule Studio or extend Joule Agents by integrating data from third-party and legacy SAP systems, composed as MCP tools for smooth agentic consumption. This approach standardizes access, centralizes governance and security, and simplifies discoverability in the SAP Developer Center.
To jumpstart integration projects, you can access hundreds of out-of-the-box integration adapters as well as pre-built API, event, and integration content on SAP Business Accelerator Hub.
Gain security and operations built in, not bolted on
SAP BTP provides developers with a unified environment to manage applications, secure data, and scale solutions seamlessly across SAP and third-party systems. With core centralized application lifecycle, interoperability, security, and administration capabilities, developers can easily and quickly resolve errors and boost team productivity. Read the full list of enhancements in the SAP TechEd Innovation Guide.
Explore at your own pace
If you missed attending SAP TechEd in person or virtually, please be sure to read the full list of announcements in the Innovation Guide and watch sessions on-demand.
Wherever you’re at in your journey, there are easy ways to get started:
Discover how SAP Business Data Cloud connects seamlessly with Enterprise Databricks. The new connector enables secure, zero-copy, bi-directional data sharing, empowering open, trusted collaboration.
🎧 Full episode → https://www.youtube.com/watch?v=11D4_p3d0Ww
SAP #BusinessDataCloud #Databricks #DataIntegration
At #SAPConnect, we revealed how the integration of AI, data and applications creates unparalleled business value.
✅ AI assistants in Joule
✅ Introducing SAP Supply Chain Orchestration
✅ Rebuilt SAP Ariba Source-to-Pay Suite
✅ New Intelligent Applications in SAP Business Data Cloud
✅ Announcing SAP Engagement Cloud
Check out the H2 2025 SAP Innovation Guide: https://sap.to/6051AUwbl
Join Susen Poppe and our team of SAP HANA Cloud experts as they explore the latest innovations released in SAP HANA Cloud for Q3 2025. Gain valuable insights and discover new features. Use the timestamps below to navigate through the video easily.
00:00 – Introduction
01:40 – General update
07:45 – Multi-Region Disaster Recovery
12:43 – Newer Remote Source Support in SDA with the Data Access Agent
27:15 – Apache Iceberg Open Table Format Support in SQL on Files
34:44 – Database Application Development Updates
37:15 – Partition Advisor
42:55 – Graphical View Modeling
58:15 – Further contents
👉Read Thomas Hammer’s blog post discussing the innovations here: https://sap.to/6059A5FUW
👉You can download the slide deck here: https://sap.to/6051A5FUU
👉Learn more about SAP HANA Cloud: https://sap.to/60574iQZP
👉Join our SAP HANA on-premises and cloud database community to always stay up to date: https://sap.to/60584iQZu
👉 Dive deeper into SAP HANA Cloud updates via our #whatsnewinsaphanacloud tag: https://sap.to/60504iQZr
👉 Learn more about Bulk Alert configuration in this blog post by Hai Zhang: https://sap.to/6055A5FUt
👉 To learn more about SAP HANA Cloud’s New Data Access Agent, take a look at SeungjoonLee ‘s blog post: https://sap.to/6056A5FUQ
👉 Explore the new updates on Calculation View Features introduced in SAP HANA Cloud in this blog post by Jan Zwickel: https://sap.to/6057A5FUv
👉 To learn more about SAP HANA Cloud on SCI, take a look at this blog post by Ileana Somesan: https://sap.to/6059A5FUx
Learn how to extend SAP S/4HANA using SAP Build either on-stack or side-by-side. SAP Build gives you flexibility based on your business needs, technical landscape, and governance requirements.
Learn more about SAP Build: https://sap.to/6054fTvdO
Customers are at the center of everything we do with SAP Business AI. Our innovations and partnerships announced at SAP Sapphire and additional releases in the second quarter of 2025 reaffirm this focus.
Create transformative impact with the most powerful AI and agents fueled by the context of all your business data
SAP Sapphire saw Joule further cement itself as our new UI in the age of AI, as it continues to redefine the end-user experience. Customers are asking questions in natural language, and Joule is working hard behind the scenes to find answers.
More than 40 Joule Agents were announced at SAP Sapphire, and the first set of Joule Agents is now available to customers. These agents work across business functions to help customers resolve dispute cases, maintain strong customer relationships, complete follow-up tasks, and more. AI Foundation, the AI operating system for all SAP Business AI solutions, simplifies AI development by centralizing all the tools to build, extend, and run custom AI solutions and agents at scale.
In the second quarter of 2025, we continued accelerating the delivery of high-impact innovations to customers with enhancements to Joule, Joule Agents, and additional AI scenarios embedded across the portfolio. These features are all built with AI Foundation on SAP Business Technology Platform and add to over 240 existing AI scenarios and 1,600 Joule skills. We are working hard and are fully on track to have over 400 AI scenarios by the end of 2025 that will deliver unparalleled business value to customers.
Here are some of the highlights from Q2 2025:
Joule continues to redefine the way people interact with SAP. As SAP Joule for Consultants is now generally available, consultants can rapidly grasp ABAP code and best practices for faster project execution, less rework, and time savings. The phased integration of Joule with Microsoft 365 Copilot offers a unified experience across SAP and Microsoft environments for seamless task completion. Joule’s analytical insights feature is generally available, delivering tailored, on-demand decision support through natural language.
Joule Agents and AI Agents: For example, in supply chain management, agents can already do so much, from autonomously scheduling and optimizing service orders to continuously analyzing real-time data to suggest maintenance schedule adjustments, help reprioritize tasks, and improve asset health. In human capital management, the Performance and Goals Agent provides managers with data-driven insights before one-to-one employee meetings. In SAP CX AI Toolkit, the Shopping Agent and CX Agents Builder are now generally available, with the opportunity to build custom agents for customer experience scenarios, such as quote creation, Q&A, or service classification.
SAP Business AI for supply chain is working to minimize disruptions and simplify planning. SAP Digital Manufacturing gets error analysis, and Joule’s general availability provides instant access to critical information through natural language. There’s an add-in for Microsoft Excel and SAP Integrated Business Planning (SAP IBP) to generate IBP formulas using natural language. These are just some of the supply chain updates. Explore more below.
SAP Business AI for finance and spend: It’s all about efficiency when it comes to SAP Business AI for finance and spend. Joule partners with SAP Document and Reporting Compliance to translate complex e-invoicing errors into natural language. This way, error misunderstandings are a thing of the past. Joule enhancements in SAP S/4HANA Cloud Public Edition increase efficiency with proactive sales order fulfillment monitoring, direct fixed asset master data creation, and price adjustment suggestions. For SAP S/4HANA Cloud Private Edition, Joule helps users with field logistics, cash management, contract analysis, and streamlines convergent invoicing processes. The first Joule agents are now available in spend management. The Concur Travel Meeting Location Planner Agent simplifies off-site planning by automating information gathering and coordination. The Concur Expense Report Validation Agent can proactively flag issues and guide users through corrections, reducing report preparation time dramatically. Learn more below.
SAP Business AI for procurement sees Joule join SAP Fieldglass and boosts Contingent Workforce Management with AI-assisted skill-based job postings, which reduce time defining and matching skills and lower worker ramp-up time. Plus, the AI summarizer in SAP Ariba slashes document review times by 50%, and the Sourcing Agent, available in beta, speeds up the sourcing event creation process. Dive in below.
SAP Business AI for HRshows the power of AI and SAP SuccessFactors. New language features streamline translation, interview feedback improves candidate evaluations, and “Explain Pay” in Joule reduces payroll help desk tickets and raises employee satisfaction. Explore more below.
SAP Business AI for IT and developersputs the power of Joule in developers’ hands. Generative AI hub in AI Foundation gets the latest and greatest models, including Google Gemini 2.5 Pro and Flash, OpenAI GPT, o3, o4-mini, 4.1, 4.1-mini, 4.1-nano, and Mistral Small 3.1, Anthropic Claude Opus 4, Sonnet 4, and NVIDIA Llama 3.2 nv embedqa 1b. The prompt optimizer is now available in early access. It automates prompt optimization across AI models, eliminating vendor lock-in and expediting model adoption. SAP Document AI now includes file filtering, for example, allowing AI agents to process only relevant document pages for more efficient processing and more flexibility for task-specific document handling. Learn more below.
We will deliver more use cases across our entire solution range in the second half of 2025. Customers can stay updated with forthcoming SAP Business AI releases here.
Joule
SAP Joule for Consultants Generally available
Consultants navigating complex innovation and transformation projects require access to reliable and efficient information. SAP Joule for Consultants assists consultants in rapidly understanding ABAP code purpose, business logic, and structure through a model trained on 300 million lines of ABAP and 30 million lines of CDS code. This access to SAP’s exclusive content, coupled with over 200,000 pages of SAP documentation, over 50 SAP Certifications, and more than two terabytes of curated SAP Community content, allows consultants to make informed decisions and align projects with best practices.
The resulting business value includes up to a 14 percent acceleration in project execution, a 50 percent reduction in design iterations and rework, and an estimated 1.5 hours saved per consultant per day due to much faster knowledge access and improved code interpretation.*
