Agentic Service Desk
Your line of sight to agentic IT transformation
Keep work flowing without friction
Work shouldn’t slow down because IT friction gets in the way. Fujitsu Agentic Service Desk helps IT deliver a more valuable, personalized service to the business. It provides visibility, choice and control tailored to the needs of different employees. By personalizing how support is delivered, the employee experience is enhanced while protecting the flow of work.
This experience is brought to life through Aurora, Fujitsu’s omni channel workplace agent, bringing a new service experience directly into the employee’s day: natural interaction, faster resolution, less interruption. Intelligent automation works alongside human expertise when needed, enabling IT support to evolve with the business as it transforms.
Our approach
Faster resolution through personalized, 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 personalized 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 organization.
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.
