Agentic AI: Transforming IT Support for ERP Platforms with SmartChoice

SmartChoice
Aug 19
4 min read

SmartChoice International ad features "Agentic AI" text with a brain graphic and glowing "AI" letters, set against a geometric background.

Imagine an ERP system that operates with unparalleled efficiency, autonomously resolving issues, anticipating challenges, and driving seamless performance across your organisation. Agentic AI, powered by advanced large language models (LLMs), machine learning, and adaptive decision-making, is revolutionising IT support for ERP platforms like ServiceNow, Microsoft Dynamics 365, and SAP. By automating repetitive tasks, optimising workflows with precision, and empowering IT professionals to focus on strategic innovation, these intelligent agents transform reactive support into proactive excellence.

With SmartChoice International’s expertise in nearshore and onshore IT recruitment and consultancy, we guide businesses to harness agentic AI, delivering transformative ERP solutions with warmth, professionalism, and technical expertise.[1][8][9]

Automated Incident Resolution & Proactive Support

Agentic AI breathes new life into ERP systems, replacing endless ticket queues with self-healing capabilities and predictive intelligence, ensuring your operations run smoothly.

Self-healing systems: Leveraging LLMs and real-time analytics, autonomous agents detect and resolve issues such as API failures or latency in ERP modules (e.g., SAP’s finance or Microsoft Dynamics 365’s supply chain). By correlating anomalies like CPU spikes with recent updates, agents can restart services or roll back changes, reducing resolution times by 60-90%. Multi-agent frameworks, such as those integrated with ServiceNow’s IT Service Management, handle up to 80% of common incidents, such as payment errors or logistics delays, ensuring robust ERP performance.[1][8][4]

Logos of ServiceNow, SAP, and Microsoft Azure with AI chip illustration. Text: Multi-agent frameworks handle 80% of incidents.

Proactive monitoring: Moving beyond reactive support, AI-driven observability platforms use predictive analytics and process mining to anticipate disruptions. For instance, agents simulate high-traffic scenarios in SAP or ServiceNow environments to identify bottlenecks, while tools like Microsoft’s Copilot for Dynamics 365 forecast demand shifts, dynamically adjusting workflows. This proactive approach, rooted in continuous learning, reduces operational costs and enhances user satisfaction by up to 75% through minimised latency.[2][4][9][6]

Streamlined Service Delivery

Agentic AI enhances ERP service delivery, automating routine tasks to unlock productivity and ensure seamless operations.

Intelligent ticket triage: Using natural language processing, agents like ServiceNow’s Virtual Agent or Microsoft’s Copilot resolve routine queries, such as the age-old IT helpdesk technicians bane - password resets… or ERP knowledge-based errors, via conversational interfaces. With deflection rates of 65-80%, these tools free IT teams from repetitive tasks, allowing focus on complex challenges. For example, ServiceNow’s AI-driven workflows manage thousands of monthly interactions, boosting resolution efficiency by 70%.[2][9][4]

Geometric shapes in green, blue, and gray with text showing deflection rates of 65-80%. Tools free IT teams from repetitive tasks.

Lifecycle management: Agentic platforms streamline ERP updates and patches with continuous regression testing and change management. Tools like SAP’s Joule or Microsoft’s Copilot Studio ensure zero-downtime transitions by anticipating process changes, while integrations with ServiceNow enable interoperability between legacy and modern cloud systems, reducing modernisation efforts by over 50%.[8][3]

User training and adoption: Generative AI creates tailored training materials using test case data, addressing the 70% failure rate of digital transformations due to poor adoption. Agents integrated with Microsoft Teams or SAP’s Enable Now deliver context-aware guides, accelerating user adoption of new ERP features with interactive, user-friendly insights.[7][9]

Shift in Human Roles

With agentic AI handling routine tasks, IT professionals are empowered to embrace strategic, high-value roles, blending human ingenuity with AI precision.

Elevated responsibilities: Freed from mundane troubleshooting, IT staff shift to designing ERP architectures, governing AI systems, and driving innovation. Similar to the evolution from coding to system architecture, this transition boosts productivity, as seen in a 67% increase in efficiency for teams using Microsoft Dynamics 365’s AI tools.[1][5][9][8]

AI oversight and enhancement: IT professionals configure and supervise agents, ensuring compliance and addressing complex scenarios requiring business context. ServiceNow’s human-in-the-loop approach ensures AI outputs align with organisational needs, particularly in exploratory testing for SAP and Dynamics 365.[2][8][4]

Interdisciplinary collaboration: Roles expand to bridge IT with business analysts and data scientists, optimising ERP through multi-agent collaboration. For example, SmartChoice consultants facilitate human-machine teams to streamline finance and HR processes, reducing workloads by 50%.[4][9][6]

Impact on the Workforce: A New Era of Opportunity

Agentic AI drives a workforce transformation, amplifying productivity while necessitating strategic reskilling. McKinsey estimates productivity gains of over 60% in data-intensive tasks like ERP analytics, enabling IT teams to focus on strategic priorities. By 2028, digital labour could comprise 61% of the workforce, shifting IT support from routine fixes to innovation-driven roles.[11]

While agentic AI may reduce demand for traditional support roles by automating up to 80% of common incidents, it creates opportunities for new skills in prompt engineering, MLOps, and agent orchestration.

SmartChoice supports this transition by recruiting and reskilling talent in these areas, ensuring businesses remain agile. Our consultants foster interdisciplinary teams that enhance customer satisfaction by 25% through optimised workflows, positioning organisations for success in a human + agent ecosystem.[16][18]

End-to-End Workflow Enablement

Agentic AI is set to transform 10–25% of ERP functionality within three years, creating adaptive, intelligent workflows. Multi-agent frameworks like SAP’s Joule, Microsoft’s Copilot Studio, and ServiceNow’s AI Search enable seamless automation across inventory management, customer engagement, and analytics. This delivers significant cost savings, such as millions saved in logistics by leveraging real-time insights and enhances efficiency in hybrid legacy-modern ERP environments.[3][8][9][4]

Illustration of an AI workflow with a cog, circuit, and green dots, labeled "END TO END WORKFLOW." Background has geometric shapes.

SmartChoice: Your Partner in ERP Transformation

At SmartChoice International, we are passionate about empowering businesses to embrace agentic AI for ERP transformation. Our nearshore and onshore IT recruitment and consultancy services deliver expert professionals who guide organisations through integrating autonomous agents, ensuring smooth transitions from legacy systems to AI-driven ecosystems. From configuring self-healing systems to orchestrating multi-agent interoperability and reskilling teams in prompt engineering and MLOps, SmartChoice drives productivity and minimises disruptions. Our warm, professional approach ensures your ERP environment thrives, delivering efficiency and innovation with precision.

Traditional vs. Agentic AI-Driven IT Support

Area	Traditional IT Support	Agentic AI-Driven Support
Ticket Resolution	Manual, reactive	Automated, proactive self-healing agents
Testing/Updates	Manual, scheduled	Continuous, AI-driven lifecycle management
User Training	Static guides/manual	AI-tailored, interactive training agents
Data Analysis	Manual correlation/reporting	Real-time, pattern-driven analytics
Staff Focus	Troubleshooting, maintenance	Strategy, architecture, AI oversight

Smiling woman at a computer in office. Text: SmartChoice International, Expert Consultancy and Recruitment Services, with geometric design.

Agentic AI is transforming ERP support into a proactive, dynamic force, harmonising human expertise with AI precision. With SmartChoice International’s expert consultancy and recruitment services, businesses can navigate this vibrant era of innovation, optimising ERP platforms like ServiceNow, Microsoft Dynamics 365, and SAP to achieve unparalleled efficiency and strategic success. [1][3][9]