Ericsson cuts B2B quote times from weeks to seconds with AI

Ericsson has reduced B2B quote generation times from over two weeks to seconds by digitizing its commerce processes, and is now exploring AI agents to further automate complex commercial tasks. The company implemented SAP Commerce Cloud to create self-service storefronts tied to multi-year customer agreements, allowing clients to access contract-specific products and pricing without manual account team intervention. This eliminated lengthy email chains, approvals, and contract reviews. Ericsson is now evaluating AI agents that can analyze requests, assemble quote recommendations, and improve product search, while keeping human employees responsible for oversight and final decisions. The initiative aims to simplify customer experiences and free staff for higher-value advisory work.