Getting to know Aurora

Digital Workplace Services

Aurora sits at the intersection of three realities:

For employees, it delivers personalized support that protects focus and keeps work moving; employees are empowered.
For IT, it reframes workplace services as an enabler not a cost—reducing operational noise while improving the visibility, control and experience.
For the business, it enables the outcomes and creates the line of sight that agentic transformation demands.

When service desk workflows are optimized only for efficiency—tickets closed, costs reduced, SLAs met—they can become brittle. Small changes create disproportionate disruption. Productivity loss becomes invisible but cumulative. And IT is pulled back into reactive work just as the business expects transformation leadership.

In an agentic future, workplace services including the service desk can no longer be managed as commodities. They must be designed as a system that absorbs change—so work keeps flowing without friction.

That is why Fujitsu introduced Aurora—our outcome-oriented, agentic AI virtual workplace agent. Aurora protects the flow of work by removing friction, bringing support to employees the moment they need it, while enabling IT to reframe service delivery for an agentic era: from reactive ticket handling to proactive orchestration, experience outcomes and continuous improvement.

A system that absorbs change

Contact AI

Digital Workplace Services

Aurora is a pervasive point of contact whenever support is needed, By incorporating a sophisticated, multi-channel (chat, self-service portals as well as Microsoft Teams integration) with an AI voice-first multi-lingual¹ user interface that precisely detects user intent, Aurora routes inquiries intelligently and delivers highly personalized support. This significantly reduces wait times and improves first-time resolution.

Aurora’s advanced voice agent options offer engaging and empathetic, low-latency and natural conversational experiences that enhance user satisfaction and efficiently execute tasks alongside relevant tools.

…significantly reduces wait times and improves first-time resolution.

¹ 17+ languages voice, 100+ languages chat

The solution seamlessly integrates with IT Service Management (ITSM) platforms such as ServiceNow and AWS Connect, ensuring caller identity is maintained and previous interaction context is leveraged, preventing repetitive inquiries and streamlining the user journey for optimal efficiency.

Assistant AI

Digital Workplace Services

Aurora helps IT unlock organizational knowledge and assist the workforce. By employing Advanced Retrieval-Augmented Generation (RAG) to provide highly accurate, context-aware and verifiable answers, Aurora grounds responses using sovereign enterprise data, including complex diagrams and multimodal content.

Additionally, ‘Bring Your Own Virtual Agent’ (BYO Virtual Agent) can also seamlessly integrate Aurora with preferred communication platforms (e.g., Teams, WhatsApp) extending AI capabilities across diverse digital channels, enhancing user adoption and satisfaction.

For industries with stringent security and compliance requirements, Aurora allows for the future integration of private Large Language Models (LLMs), ensuring complete control is retained over data privacy, access and governance, guaranteeing that sensitive prompts and outputs remain within the organization’s secure environment.

Evolving beyond reactive support, Aurora’s graph AI capabilities will also enable sophisticated causal analysis and predictive intelligence, anticipating potential failures and proactively informing strategic IT decisions to enhance operational resilience.

Evolving beyond reactive support…

AI Orchestrator

Digital Workplace Services

For senior IT leaders, distinguishing between true AI autonomy and robotic process automation (RPA) is critical to scaling enterprise capabilities.

Many digital workplace service providers now market basic agentic workflows as cutting-edge solutions. However, these hybrid models only use AI for isolated reasoning, while remaining trapped within rigid, human-defined scripted workflows that immediately break when faced with deviations.

At its heart. Aurora’s agentic orchestrator acts as the central intelligence hub, coordinating autonomous AI flows across both front and back-office functions, ensuring end-to-end resolution of complex issues and vastly improving operational efficiency.

Aurora offers a superior, fully agentic approach built around an AI-native architecture for true autonomy that operates without predefined scripts. Instead of relying on rigid sequences, the AI agents use dynamic reasoning to perceive context, make independent decisions and collaborate to generate their own workflows to resolve complex, multi-step issues from scratch.

Aurora also provides unparalleled flexibility and integrates seamlessly with preferred ITSM systems of record and engagement (e.g., ServiceNow, Amelia, Fujitsu TFSNow), exposing Model Context Protocol (MCP) servers, and empowering organizations to maximize existing investments while extending AI capabilities.

Anticipating the future of interconnected AI, Aurora is also designed to support agent-to-agent (A2A) protocols, enabling distributed agentic systems to collaborate autonomously and unlock new levels of cross-platform integration and intelligent automation.

Aurora’s AI Orchestrator acts as the central intelligence hub