Fujitsu gave 100,000 staff Copilot. AI now handles about 75% of help desk triage.
Fujitsu has rolled out 100,000 Microsoft 365 Copilot licences across the company, Microsoft said in a customer story published on 9 October.
The rollout began with 7,500 licences in a trial in July 2025, grew to 30,000 in January 2026 and reached 100,000 in April. More than 90% of employees with access were using it by June.
AI agents now handle the first response and classification for a service desk that receives close to 300,000 inquiries a year, automating roughly 75% of that triage work, according to the story. Fujitsu calls its approach "Customer Zero": use the tools inside the company first, then deliver them to clients.
The story says service desk staff can now focus on "higher-value activities" such as improving knowledge content and AI accuracy. It gives no headcount or hours saved. The licence cost is missing too. Without them, the story shows how much triage moved to AI, not what it saved.
What did your Copilot rollout do to your service desk's headcount, and who measured it?
Image: AI-generated.
Sources
Our file on Fujitsu
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For your next steering committee
- 1Ask when each major software contract renews and what notice period applies.
- 2Ask which price protections are written into the contract and which rest on a sales conversation.
- 3Ask what a price rise on that line would do to the run budget, and who would notice it first.
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Welcome back. · Issue 01
