Customer Master Data Management and Deduplication with Agentic AI

This technical report outlines the implementation of the Customer Master Data Deduplication Solution by Electrolux AB, focusing on the integration of Agentic AI within the SAP Cloud for Customer (C4C) platform. The report describes a multi-year transformation program aimed at migrating from legacy SAP CRM systems to a more efficient customer-centric model. It details the challenges faced during the data migration process, including the emergence of duplicate customer records due to poor data governance. The solution employs an intelligent, automated approach that combines machine learning and human oversight to identify and merge duplicates effectively. The report also highlights the deployment of specialized agents on Azure Cloud, which facilitate real-time data cleansing and integration with SAP BTP's Integration Suite. Key outcomes include significant reductions in manual intervention, improved data accuracy, and enhanced operational efficiency, ultimately leading to substantial cost savings and improved customer service metrics.