Case Study: SAP achieves secure multilingual enterprise AI and 80% fewer support queries with Mistral AI

SAP reduces repetitive support queries by 80% with Mistral AI

SAP, a major enterprise software company, sought to transform enterprise operations by overcoming challenges like repetitive support queries, knowledge silos, and manual processes, particularly during large-scale software migrations. These issues were compounded by the need for multilingual support in European languages and strict data localization requirements for compliance. To address this, SAP partnered with vendor Mistral AI to leverage its advanced large language models, specifically Mistral Large, for building intelligent, multilingual AI solutions hosted locally on SAP-operated infrastructure.

The solution implemented by Mistral AI enabled SAP to create a reusable AI framework featuring intelligent chatbots and agentic workflows. This resulted in an estimated 80% reduction in repetitive support queries for one customer, Swiss Federal Railways, during a major migration affecting 30,000 employees. The Mistral AI-powered system provides real-time, multilingual support, autonomously handles entire business processes like accounting accruals, and ensures continuous learning and strict data compliance, dramatically improving operational efficiency and user experience.

SAP