PwC announces Ticket Forensics Agent to accelerate SAP ERP incident resolution time by up to 80%

SAP environments continue to grow more complex as business needs evolve, but only a small pool of specialists can manually navigate the organization's ERP portfolio to investigate issues. This often creates a bottleneck: tickets wait on a few people's availability, slowing resolution and leaving business functions blocked.

PwC's Ticket Forensics Agent can solve this with a library of goal-focused SAP agents, simplifying complex root cause analysis and helping accelerate incident resolution. Each agent is trained on a specific, repeatable slice of ERP support work, and they coordinate together to work a ticket the way a high performing specialist would.

The agents are part of PwC's broader AI-led SAP Managed Services strategy, helping organizations automate routine SAP operations, improve resilience, and move toward operations by exception. Learn more here.

The framework grew out of a simple observation. Looking at the volume and shape of SAP tickets flowing through a major global client, a pattern emerged: tickets often followed a repeatable investigative path, the kind a good analyst runs through almost on autopilot. This shaped our build. We scoped our agents to where the tickets actually originated, then designed each one to replicate the investigative path a specialist would follow.

Picture a routine ticket. Someone is stuck on a sales order, and all they can tell you is "it's stuck." A good analyst can usually figure out what's wrong. They know where to look and which team to escalate to. That expertise is exactly what PwC's agent library can replicate.

In SAP, there's a trail of breadcrumbs: change logs, user activity, order history. One agent can pull that trail. Another can interpret what's found, such as a credit block because an account is past due. A layer of institutional knowledge tells the system what to do next: notify the right team, draft an explanation, or simply comment back on the ticket with the specific reason and the specific fix, often before an engineer opens SAP at all.

PwC's solution introduces multiple agents working in tandem, checking one thing, then the next, until the issue is resolved. It's the same iterative process a good analyst runs, which is exactly what PwC's agents are built to do, orchestrated together to work each ticket in sequence.

The result is speed, quality, and business continuity. Tickets resolve in minutes instead of sitting overnight or waiting for a specialist. That speed protects revenue that could otherwise be delayed or lost, keeps the business inside contractual SLAs instead of risking a breach, and avoids the downstream costs that come with each hour a ticket sits unresolved, all of it adding up to meaningfully less disruption across the business.

Fast, accurate answers, built from deep SAP experience

Speed isn't the only shift. Agents also change who can use the ERP.

SAP is enormously capable, but using it well requires specialized knowledge that takes years to build. Before, only a small number of specialists could move fast inside it. Agents change that math. With natural language, a much broader set of people can ask for the same data, often pulled through the same views a specialist would have clicked manually into, with no TCode memorization required. Instead of describing where to look, agents hand back a direct link to the exact SAP screen, TCode, or Fiori app needed, landing the user on the sales order in question with a single click. The effect is cumulative: agents don't just do the work, they enable more people to work like specialists.

What PwC's solution can deliver

• Faster resolution: early use cases demonstrate an 80% reduction in time to resolution.
• From reactive to preventative: In addition to resolving tickets faster, agents surface the context that’s needed to remediate the core issues causing them.
• Higher enrichment quality: tickets updated with consistent, complete context, applied the same way each time, rather than depending on which analyst happened to pick it up.
• More time for judgment work: processors freed from repetitive retrieval and re-entry to focus on exceptions and escalations, the tickets that actually need a human's judgment.
• No disruption to how support works: agents operate within existing SAP support workflows and tooling, rather than alongside them, so teams don't have to learn a new system to benefit from this one.

These agents are built on standards-aligned, cloud-ready specifications designed to extend as SAP's own ecosystem matures, and they integrate directly with service management tools to close the ticket loop end to end. PwC has already built a significant library of these agents for SAP operations, one that continues to grow as coverage expands into new ticket categories and every corner of ERP support work. That architecture is backed by decades of PwC's ERP and business-process expertise.

What clients can expect isn't just time saved, but freed-up capacity to extend the value of their SAP investments, accelerate business change, and fund what's next. Reach out to get the conversation started and learn how PwC can bring this to your organization.