Service AI Opportunity Workshop
proaxia Service AI Discovery Series
One service domain. One prioritized AI roadmap. One day.
The Service AI Opportunity Workshop for service and IT decision-makers who want to know where AI is truly worthwhile in their service area.
You’ve probably already heard about individual AI features in your SAP landscape. What you’ll gain after this one-day workshop: an evaluated, prioritized AI roadmap with assigned responsibilities for your entire service domain—and, for every idea it contains, a clear answer to the question that usually remains unresolved in most AI discussions: configure or develop?
The Problem That Individual AI Feature Lists Can’t Solve
Customer Service, Technical Service, Field Service, Replacement Parts, Maintenance—in an asset-intensive service organization, these processes are interconnected. This is precisely why many AI initiatives fail not because of the technology, but because of a lack of prioritization that extends beyond individual processes: a single feature is activated, while the actual impact lies in an entirely different role or at a system boundary between S/4, FSM, and Service Cloud. Or, custom development is undertaken for features that SAP has long made configurable as Business AI—or, conversely, there is a reliance on standard solutions where a custom solution is actually needed.
What You’ll Have in Your Hands After One Day
Configure or develop—the workshop makes this decision on a case-by-case basis for each idea
The biggest cost factor in AI initiatives isn’t the individual idea, but rather misclassification: developing a custom solution when SAP Business AI has long offered configurable options—or waiting for a standard solution when a custom solution is actually needed. The AI Opportunity Workshop does not make this decision across the board for the entire service domain, but rather on a case-by-case basis for each identified idea. The result is a roadmap that distinguishes from the outset between “activate/configure” and “develop custom”—thereby conserving budget, time, and internal expectation management.
In addition, each agent development candidate is evaluated against the current SAP product and agent roadmap. This way, you avoid building custom solutions for features that are likely to become available as SAP standard agents anyway—a consideration that is simply missing in many custom projects and leads to development that later becomes obsolete.
A real-world example: An idea such as automatically pre-formulated responses to standard service inquiries can usually be implemented using existing, licensed SAP functions—purely a matter of configuration, not development. An idea such as automatically linking fault patterns across multiple systems and customers, on the other hand, often requires a custom agent solution because the logic does not exist in any standard product. Both ideas are valuable—but they require completely different budgets, timelines, and approval processes. By the end of the workshop, this distinction is clearly established for each prioritized idea—including an assessment of whether and when SAP could deliver a comparable capability as standard.
Practical Discovery Insight: Where it makes sense for your service domain, we incorporate agent functionalities that can currently be demonstrated—such as the Digital Assistant (CSS Agent) integrated into the proaxia Customer Service Suite (CSS)—as a concrete starting point. Building on features such as dialogue-based ticket and equipment inquiries or guided ticket creation, we work with you to develop additional AI use cases applicable to your service domain and assess their data requirements, system limitations, and potential implementation paths.
The workshop covers these topics
When booking, you select a domain from your service and after-sales landscape for which at least one process has already been analyzed in the “Business AI Reality Check,” including:
Additional areas can be covered in further workshops—each with its own prioritized roadmap.
Here’s how the day goes
The workshop builds on an assessment that has already been conducted (the “Business AI Reality Check”)—so you won’t be starting from scratch, but rather with solid facts about at least one process in your domain.
Additional areas can be covered in further workshops—each with its own prioritized roadmap.
For whom
The workshop is aimed at business and IT decision-makers as well as subject matter experts in the service and after-sales sectors of asset-intensive companies—including heads of customer service, after-sales, or field service; service transformation leads; solution owners; and IT and integration managers. Recommended group size: 6–12 participants, including one person with system knowledge across the entire domain.
Where the workshop fits into your AI project
The AI Opportunity Workshop is the second of three formats in the proaxia AI Discovery Series. Each format addresses a different question—and each builds on the previous one:
Your next step
The Service AI Opportunity Workshop is available as a full-day session in the proaxia Service AI Discovery Series for a fixed price of EUR 4,500 (excluding VAT and travel expenses). A prerequisite is that you have already completed a Low-Touch Session for at least one process in your domain—if this has not yet been done, please contact us directly.
proaxia consulting group ag has been supporting service and after-sales organizations in the plant and machinery engineering, medical technology, and high-tech sectors for years with SAP-based sales and service processes.
Schedule an appointment now
Please contact us—together, we’ll identify the right service area and the next steps.
