Agent Zero is SAP SE’s latest step into the evolving world of agentic artificial intelligence, where collaboration among intelligent agents, adaptive thinking and scalable autonomy redefine what automation can achieve. Designed for complexity, Agent Zero pushes the conversation beyond basic AI by framing support tasks as orchestrated missions carried out by autonomous systems.

As an open-source AI framework, Agent Zero tackles entire processes end-to-end — problem-solving, learning, responding — without constant human prompts. That makes it a compelling tool for high-volume, knowledge-intensive environments such as customer support, according to Hardy Kuhn (pictured), head of service management solutions at SAP.

SAP’s Hardy Kuhn talks with theCUBE about Agent Zero’s potential in the agentic AI space.

“We’ve climbed the next ladder, so to speak, and we’ve experimented and quite successfully experimented with agentic AI,” Kuhn said. “Last time, I was talking about calling large language models, generating text and doing single tasks, and now we’re almost live … with what we call Agent Zero, which is an automatic answer to a customer’s incoming ticket.”

Kuhn spoke with theCUBE’s Savannah Peterson at Knowledge25, during an exclusive broadcast on theCUBE, SiliconANGLE Media’s livestreaming studio. They discussed how Agent Zero shapes the development of agentic AI, particularly in the context of real-world enterprise support. (* Disclosure below.)

Delving deeper into Agent Zero

Agent Zero improves knowledge base summarization by coordinating multiple intelligent agents to create summaries that are concise, coherent, context-aware and scalable. This is achieved through AI-driven automation and deep contextual understanding, according to Kuhn.

“Now you have a technology where you can encapsulate a single prompt and then pass it on to the next agent, where it picks it up and then does the next job, etc.,” he said. “Let me tell you what Agent Zero is … it’s really an incoming case of knowledge base summarization, and then an answer written.”

Agentic AI enhances human capacity by taking on tasks, accelerating decision-making, personalizing support, scaling expert knowledge and boosting creativity. As a result, it acts as a high-level partner in both routine and strategic undertakings, Kuhn pointed out. 

“Agents have done a job before humans look at it, and I think that takes away the tedious work like searches that no one likes to do in the first place,” he said. “It takes away work like reading through a long knowledge article for the section on page 27 on the bottom left to provide the answer. It’s all tedious work that we take away, and I think that accelerates work of a human agent, equips them with jobs that you don’t like to do in the first place.”

Here’s the complete video interview, part of SiliconANGLE’s and theCUBE’s coverage of Knowledge25: 

(* Disclosure: TheCUBE is a paid media partner for Knowledge25. Neither ServiceNow Inc., the sponsor of theCUBE’s event coverage, nor other sponsors have editorial control over content on theCUBE or SiliconANGLE.)

Photo: SiliconANGLE