An agent can read a document and still miss what your business needs. SAP’s Christian Klein makes that distinction in this interview with Morgan Stanley’s Adam Wood. He describes a future where agents coordinate customer requests, stock checks and delivery, while people still review the work.
The difficult part is connecting those steps to reliable business data. Klein points out that a customer’s systems rarely come from one supplier. He says gaps and poor data quality limit what those agents can do. He sees data quality and process design as engineering work that belongs alongside the models.
So our takeaway is to follow one request across the business before adding an agent. You’ll find the missing links where one team hands work to another. A good demo doesn’t tell you whether those handoffs will hold.
Christian Klein, SAP, in conversation with Adam Wood. Published by Morgan Stanley, Exceptional Leaders.
Original interview published February 27, 2026. Commentary added September 28, 2026.
