ServiceNow reports Fujitsu rolled out Otto to 90,000 staff

ServiceNow says Fujitsu has deployed ServiceNow Otto across 90,000 employees. The rollout builds on FUJITRA, a single ServiceNow AI platform Fujitsu launched in 2020 to bring its services together.

Fujitsu is also piloting an AI-led First-Line Service Desk, where AI resolves inquiries end to end. Staff handle the work that still needs people.

The post projects a 43% increase in knowledge creation, a 50% improvement in search success rates and a 22% reduction in reassignment ticket handling time. These are projected results, not measured outcomes.