Agentic Service Desk
Your line of sight to agentic IT transformation
Keep work flowing without friction
Work shouldn’t slow down because of IT friction. Fujitsu Agentic Service Desk helps IT deliver a more valuable, personalised service to the business. It provides the visibility, choice and control needed to support different employee needs, work styles and preferences. By personalising how support is delivered, organisations can enhance the employee experience while protecting productivity and the flow of work.
This experience is brought to life through Aurora, Fujitsu’s omnichannel workplace agent, delivering a new service experience directly within the employee’s day. Natural interactions, faster resolutions and fewer interruptions help employees stay focused, while intelligent automation works alongside human expertise whenever needed. The result is IT support that continuously evolves with the business as it transforms.
Our approach
Faster resolution through personalised, intelligent support
Fujitsu Agentic Service Desk provides a natural conversational experience in more than 50 languages using a multilingual AI voice agent that understands user intent and delivers personalised support in real time.
Integrated with ITSM platforms such as ServiceNow, it recalls and references previous interactions and context to avoid repetitive questions and provide more relevant support. The result is shorter wait times, higher first-contact resolution rates and a positive agent-led service experience.
Turn enterprise knowledge into trusted answers
Fujitsu Agentic Service Desk integrates with corporate collaboration platforms such as Microsoft Teams. It can interpret complex text, diagrams and spreadsheets to provide accurate, low-hallucination answers at speed.
By using multimodal RAG (Retrieval-Augmented Generation) and search capabilities you can be confident that responses use your trusted corporate knowledge sources and respect the sovereignty requirements of your organisation.
Autonomous support, with people in control
A new model for IT support: more autonomous where AI can help, truly agentic in how it understands intent, takes action and coordinates tasks, and human expertise when needed. Standards such as the Model Context Protocol (MCP) and emerging Agent-to-Agent (A2A) protocols enable agents to securely interact with tools, applications and other agents.
This creates the foundation for more autonomous service delivery, while Human-in-the-Loop (HITL) safeguards ensuring critical business decisions remain under human control.
Transform intelligently
Fujitsu Agentic Service Desk repositions the digital workplace from a cost centre to a strategic gateway, helping organisations focus on the employee experience through outcome-driven Experience Level Agreements (XLAs).
With Aurora, Fujitsu’s agentic AI virtual workplace agent, built into everyday workflows, teams can work intuitively, support proactively and transform intelligently.
