Information technology / Technology consulting
Fujitsu: Initial responses and classification of service desk inquiries
- Company
- Fujitsu
- Country
- Japan
- Adoption stage
- In operation
- Source published
- Date basis
- The date the source was published. It can differ from the date adoption started.
- How the source was checked
- Read the full source text
The work problem
Fujitsu wanted AI embedded in actual business processes rather than limited to individual document authoring. The Microsoft customer story describes a service desk receiving nearly 300,000 inquiries a year. The application aims to automate repetitive initial responses and triage so employees can focus more on improving service knowledge and AI accuracy.
Technology and data
Fujitsu assigned initial service desk responses and classification to AI agents. Its company-wide AI program uses Microsoft 365 Copilot in Teams and Outlook as a work interface, alongside hands-on training and use-case sharing. Service desk employees focus on improving knowledge content and AI accuracy. The broader vision of seamless connections among specialized agents, ERP and CRM remains a subsequent goal.
Results
The Microsoft customer story featuring Fujitsu representatives says roughly 75% of initial-response and triage work at the service desk is automated. It also says company-wide Copilot usage exceeded 90% in June 2026 among employees with access. That usage figure is neither service desk answer accuracy nor the autonomous resolution rate for all inquiries.
Limits and open questions
The source does not disclose the service desk agents' underlying model, detailed connected information assets or adoption start month. It also gives no confirmed handling-time, cost-saving or financial-outcome figures.
Sources
- Fujitsu transforms business processes with 100,000 Microsoft 365 Copilot licensesMicrosoft, Accessed
- The platform approach to becoming FrontierMicrosoft, Accessed
Compiled from public sources. These are not results from ATF Works customers.