An AI agent that intelligently and controlledly accelerates urgent orders

When a customer requests an urgent delivery, a time-consuming process often begins. Employees must gather information from various systems, check SLA agreements, assess the impact on the warehouse, and approach the right people for approval. This takes valuable time and makes the process dependent on individual knowledge.

For this challenge, we developed a Warehouse Urgency Agent for SAP EWM.

This AI agent supports customer service employees in speeding up orders by bringing together real-time operational data, customer agreements, and business rules into one intelligent workflow.

AI that understands processes

The agent combines data from SAP EWM with SLA agreements and contractual terms. This allows him to understand not only the operational situation but also the commercial context of an order.

The AI automatically determines:

• whether an order is at risk of exceeding the SLA;

• which actions are needed to prevent this;

• which additional costs apply;

• when human approval is required.

Because changes in SAP EWM directly impact warehouse processes, the solution operates according to a Human-in-the-Loop principle. A warehouse supervisor receives an approval request via Microsoft Teams. Only after approval does the agent perform the necessary actions in a controlled manner.

Smarter decision-making, without losing control

By integrating decision-making, data, and process execution, a much more efficient process is created. Customer service requires less manual checking, SLA agreements are applied more consistently, and operational errors decrease.

At the same time, the organization remains fully in control thanks to the built-in governance and approval steps.

The solution can be easily integrated into a web application, mobile app, Microsoft Teams, or existing business applications, making it widely applicable within organizations that work with SAP EWM.

From Assistant to Digital Colleague

This showcase demonstrates how AI is evolving from a system that only provides advice to a digital colleague that understands processes, prepares actions, and collaborates safely with people.

The most important lesson?AI can not only support business processes but also actually execute them. By combining intelligent decision-making with human oversight, a workflow is created that is faster, more consistent, and scalable.