That foundation made what came next possible. Once siloed data came together on one system, AI wasn't a leap of faith—it was the logical next step. Fujitsu deployed ServiceNow Otto at scale across 90,000 employees, embedding AI directly into daily operations. Knowledge articles will generate automatically. Cases will be summarised in seconds. And the results are already taking shape: a projected 50% improvement in search success rates, 43% increase in knowledge creation, and 22% reduction in reassignment of ticket handling time.

But the most important transformation focused on the people and shift in corporate culture. By automating routine work, Fujitsu is freeing its people to focus on what only humans can do - creativity, judgement and strategic thinking. The company is planning to pilot an AI‑led First‑Line Service Desk, where AI resolves HR and IT inquiries at the first point of contact - with no human intervention required. Not to replace people. To free them.

As Hajime Yamaguchi, Head of ServiceNow Division at Fujitsu puts it: "Only a company that has truly transformed itself can lead others through transformation". That's exactly what Fujitsu is now doing—through Uvance, its AI-powered portfolio of solutions that help leading organisations worldwide grow while addressing society's greatest challenges.