Deloitte’s Agentic AI Relationship Management Platform

Deloitte’s Agentic AI Relationship Management Platform helps organizations manage high-volume inbound email communications with greater speed, consistency, and control. By combining Amazon Bedrock foundation models with trusted enterprise context from SAP S/4HANA, the platform analyzes incoming emails, classifies and routes them to the right queues, and generates draft responses grounded in relevant business data-enabling teams to respond faster while maintaining accuracy and compliance. At the core of the solution are agentic AI capabilities that continuously monitor shared communication queues (e.g., central mailboxes) and apply intelligent triage. Messages are categorized by topic, urgency, and relationship type (such as supplier, customer, or other third party), reducing manual sorting and helping teams prioritize what matters most. For each message, the platform leverages real-time SAP S/4HANA data as the primary system of record to generate context-aware drafts that align to operational standards and expected tone. To preserve human judgment and confirm communications meet organizational requirements, the platform incorporates human-in-the-loop governance. A tailored, role-based dashboard built on SAP Business Technology Platform (SAP BTP) provides end-to-end visibility and operational oversight. Delivered through SAP Build Apps, the dashboard offers an intuitive experience for managing queues, reviewing drafts, tracking statuses, and handling exceptions. Reviewers can approve, edit, or return drafts directly within the dashboard, creating a seamless experience across triage, drafting, and approval-without losing traceability. Security and compliance are embedded throughout the design. The solution supports role-based access controls (RBAC), controlled permissions, and comprehensive logging to help ensure regulatory compliance and end-to-end traceability. Audit trails capture key user actions and workflow decisions, providing transparency for oversight, governance, and continuous improvement.