Optimizing Enterprise Operations: LLM-Powered Assistant Enhances User Experience and Minimizes IT Dependency

Optimizing Enterprise Operations: LLM-Powered Assistant Enhances User Experience and Minimizes IT Dependency

Manufacturing Company

Harnessing the power of LLM + RAG, a GenAI assistant was deployed to surface context-rich insights from documentation and real‑time transaction logs, delivering secure, role‑based answers in seconds. This solution transformed support operations—greatly easing IT intervention and enhancing user experience across departments.

leading global manufacturing enterprise leveraging S/4HANA across operations.

40%

Drop in SAP L1 ticket volume

75%

Instant resolution rate for functional queries

5

Departments enabled in Phase

<2 mins

Avg. response time for process queries

Challenges

  • High dependency on IT and SAP support teams for resolving day-to-day user queries, resulting in delays and increased ticket volume.
  • Disparate documentation sources such as SAP Notes, SOPs, training manuals, and incident logs with no centralized search mechanism.
  • Inability to retrieve contextual, relevant answers from structured and unstructured SAP-related content.
  • Long resolution times for standard transactional and process queries (e.g., invoice blocks, goods receipt reversals).

InfraBeat Solution

  • Developed a GenAI-powered Knowledge Assistant using LLM + Retrieval-Augmented Generation (RAG) to answer contextual, SAP-specific queries in natural language.
  • Integrated with SAP S/4HANA to retrieve real-time data from transaction logs and enterprise documents.
  • Connected the RAG pipeline to internal SAP Notes, training PDFs, SOPs, and incident history via Azure Cognitive Search & LangChain.
  • Enabled secure, role-based query access, allowing procurement, finance, and operations users to ask and receive accurate answers within seconds.

Key Achievements

  • Reduced SAP ticket volume by 40%, allowing support teams to focus on high-priority incidents.
  • Delivered instant resolution to 75% of functional queries (e.g., “Why is this invoice blocked?”, “How to reverse a GRN in MIGO?”).
  • Cut average resolution time from 20+ minutes to under 2 minutes for process-related queries.
  • Scaled across 5+ departments within 3 months, supporting 300+ end users.

Download the story in just one click

Success Story

Drives Business Growth with Optimized SAP AMS Excellence