{"slug": "fujitsu-launches-ai-voice-agent-aurora-for-agentic-service-desk", "title": "Fujitsu launches AI voice agent Aurora for agentic service desk", "summary": "Fujitsu launched Aurora, an AI voice agent within its Digital Workplace Services Agentic Service Desk, which autonomously resolves IT issues through natural voice interactions in more than 50 languages. Aurora combines AI voice technology with a multimodal Retrieval-Augmented Generation approach and coordinates multiple AI agents across three engines — Contact AI, AI Assistant, and AI Orchestrator — integrating with ITSM platforms including ServiceNow and AWS Connect. Fujitsu said 85 percent of European technology leaders want to deploy AI within twelve to twenty-four months, and the company is already working with corporate clients in Europe on agentic workplace rollouts.", "body_md": "**With the Agentic Service Desk, Fujitsu is introducing an AI voice agent named Aurora within its Digital Workplace Services. The solution autonomously resolves IT issues through natural voice interactions in more than fifty languages and aims to replace traditional, ticket-oriented support with continuous, proactive assistance.**\n\nWith this launch, [Fujitsu](https://itdaily.com/news/datacenter/fsas-fujitsu-japanese-server/) aims to initiate a shift from traditional help desks, which primarily operate on tickets and SLAs, toward an agentic approach. This approach is intended to better align with the new workflows emerging as more employees work with AI support. According to Fujitsu, Aurora’s voice-first architecture makes it possible to prevent IT issues before they even occur.\n\n## How Aurora works\n\nAurora combines AI voice technology with a multimodal Retrieval-Augmented Generation approach. This allows the system to go beyond simple text searches and also understand complex diagrams and spreadsheets based on corporate data from across the organization. Employees can speak in their own language or engage Aurora via collaboration tools such as Microsoft Teams, without having to switch systems.\n\nBehind the scenes, Aurora coordinates multiple [AI agents](https://itdaily.com/news/software/fujitsu-ai-agent-kozuchi/) to diagnose and resolve issues and provide real-time updates. The solution integrates with ITSM platforms such as ServiceNow and AWS Connect and continuously learns from interactions. The core architecture relies on three engines: Contact AI for the multilingual voice interface, AI Assistant for RAG-based knowledge processing, and AI Orchestrator, which coordinates workflows with human oversight for critical decisions.\n\n## Strategic deployment for the digital workplace\n\nFujitsu no longer positions the digital workplace as a cost center, but as a gateway for broader business transformation. Through outcome-oriented Experience Level Agreements, organizations should gain more insight and control over the impact of their IT investments on employee experience and business results.\n\nAccording to Fujitsu, 85 percent of European technology leaders want to deploy AI within twelve to twenty-four months. Meanwhile, the company is already working with corporate clients in Europe on the rollout of such agentic workplaces.", "url": "https://wpnews.pro/news/fujitsu-launches-ai-voice-agent-aurora-for-agentic-service-desk", "canonical_source": "https://itdaily.com/news/business/fujitsu-launches-ai-voice-agent-aurora-for-agentic-service-desk/", "published_at": "2026-09-17 12:43:58+00:00", "updated_at": "2026-09-17 16:22:50.959300+00:00", "lang": "en", "topics": ["ai-agents", "ai-products", "natural-language-processing", "generative-ai", "ai-tools"], "entities": ["Fujitsu", "Aurora", "Digital Workplace Services", "Agentic Service Desk", "Microsoft Teams", "ServiceNow", "AWS Connect", "Contact AI"], "alternates": {"html": "https://wpnews.pro/news/fujitsu-launches-ai-voice-agent-aurora-for-agentic-service-desk", "markdown": "https://wpnews.pro/news/fujitsu-launches-ai-voice-agent-aurora-for-agentic-service-desk.md", "text": "https://wpnews.pro/news/fujitsu-launches-ai-voice-agent-aurora-for-agentic-service-desk.txt", "jsonld": "https://wpnews.pro/news/fujitsu-launches-ai-voice-agent-aurora-for-agentic-service-desk.jsonld"}}