PRESS RELEASE
Fujitsu Pioneers Agentic IT transformation with ‘Aurora’ omni-channel AI Workplace Agent
Lisbon, September 15, 2026
Fujitsu today announces a fundamental shift in its Digital Workplace Services portfolio with the launch of Agentic Service Desk*. The offering is powered by Aurora, a multilingual voice AI agent that supports human-style interactions and works autonomously to resolve IT issues.
Fujitsu Agentic Service Desk resolves complex IT issues through natural voice interactions in more than 50 languages. This marks a shift from traditional support models to an agentic approach that protects the flow of work and underpins the IT transformation required for the AI era.
Fujitsu’s voice-first architecture delivers a human-centric digital experience that learns continuously, enabling proactive support and pre-empting IT issues before they arise.
"The digital workplace is where technology meets the human reality of work. Organizations that recognize this gain a first-mover advantage. Their AI transformation programs land faster because adoption is built in, not bolted on. Fujitsu's Agentic Service Desk replaces wait times, system-switching and repeated explanations that disrupt employee flow with intelligent, continuous support,” says Joao Domingos, Head of Continental Europe.
Digital workplace technology directly influences transformation because it touches every part of the organization. Yet many current designs focus on tickets and SLAs and become fragile under the pressure of constant change and the new workflows of AI-enabled workers.
Fujitsu’s Agentic Service Desk repositions the digital workplace from a cost center to a strategic gateway, helping organizations focus on the employee experience through outcome-driven Experience Level Agreements (XLAs). These provide line of sight into wider transformation by improving visibility and insight, giving lines of business better control.
Introducing Aurora: impact for employees, IT service and lines of business
Fujitsu’s agentic AI virtual workplace agent Aurora delivers end-to-end problem resolution. This goes beyond ticket logging and routing, removing much of the friction employees encounter when calling traditional helpdesks.
It integrates AI voice and advanced multimodal Retrieval-Augmented Generation (RAG) to go beyond simple text lookup, understand enterprise data drawn from across the organization, learn from it and work autonomously. It enables agentic AI orchestration by using dynamic AI reasoning to coordinate autonomous workflows, moving beyond rigid, scripted automation.
Aurora delivers support directly within the workflow. Employees interact naturally via voice (in their native language) or via collaboration tools such as Microsoft Teams, without switching systems. Behind the scenes, Aurora coordinates intelligent agents to diagnose, remediate and provide real-time updates. It integrates with ITSM platforms such as ServiceNow and AWS Connect and learns from interactions at scale. This means that IT service can be reframed to remove unnecessary friction and protect the flow of work.
Key impact areas:
- Employees: Work intuitively with fewer interruptions and faster issue resolution.
- IT: Support proactively by reframing IT service design away from the efficiency trap.
- Business: Transform intelligently, using digital workplace services as a lever for business transformation.
Engineered for excellence and enterprise scale
Fujitsu's approach is grounded in decades of engineering expertise and has industrialized agentic AI through an ecosystem developed in real-world environments.
To achieve secure autonomy, the Aurora core architecture is powered by three integrated engines:
• Contact AI:
An omni-channel, multilingual voice interface that interacts naturally with employees in real-time to detect their intent and provide empathetic, low-latency support.
• AI Assistant:
An advanced multimodal Retrieval-Augmented Generation (RAG) engine that goes beyond simple text lookup to understand complex diagrams and spreadsheets, grounding its answers exclusively in trusted, sovereign enterprise data.
• AI Orchestrator:
The central intelligence hub that uses dynamic AI reasoning to coordinate autonomous workflows, while maintaining strict human-in-the-Loop (HITL) safeguards for critical business decisions.
The future of work: A strategic imperative
With 85% of European tech leaders targeting AI enablement within 12–24 months*, the digital workplace is the first area under pressure to adopt. Fujitsu's Agentic Service Desk is already actively engaged with enterprise customers across Europe.
About Fujitsu Digital Workplace Services
Fujitsu, a global leader in workplace technology, helps organizations align IT with business outcomes. Digital Workplace Services enables employees to work intuitively, IT to support proactively, and the business to transform intelligently.
Media contacts
Carolyn Joslyn
*European Tech Leader’s Breakthrough Moment 2025.
Date: 15 September, 2026
City: Lisbon
Company: Fujitsu Limited
