AI is Transforming Support: Navigating the Autonomous Enterprise

Show Notes:In this episode of SAP Change Makers, host Oliver Huschke is joined by Uwe Wieditz, and Bernhard Luecke, to explore what the Autonomous Enterprise means for SAP Technical Support — today and tomorrow.At SAP Sapphire 2026, SAP unveiled its vision for the Autonomous Enterprise — a future where AI agents run business processes end-to-end, embedded directly into enterprise systems. This transformation is not just happening in finance or HR. It is reshaping the very foundation of how our customers run their business. In this episode of SAP Change Makers, host Oliver Huschke is joined by Uwe Wieditz, Vice President and Global Head of Private Cloud ERP Technical Support at SAP, and Bernhard Luecke, Senior Director, Technical Support in Private Cloud ERP, to explore what the Autonomous Enterprise means for SAP Technical Support — today and tomorrow. Together, they unpack how AI is shifting support from reactive case handling to proactive, predictive, and autonomous operations. They discuss how agentic AI and multi-agent orchestration are accelerating issue resolution, how the role of the support engineer is evolving from problem-solver to AI orchestrator, and what it takes to build the skills, culture, and trust needed for this transformation. The result is a new paradigm: enterprise support that is always on, always learning, and increasingly autonomous — but always anchored by human expertise, judgment, and the commitment to a positive customer experience.We want your Feedback!Was the content relevant to you? Was it useful? Do you have suggestions on how we can improve?Your entrance channel to us: ⁠[email protected]