AI case study

FujitsuCustomer support

Reps manually searched scattered systems to handle a 120% surge. AI now resolves routine questions and summarizes case history for staff.

Published

Key results

Proj. Time Reduction
10%
Proj. Resolution Rate
15%

Result highlights

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The story

Context

The world's tenth-largest IT provider helps over 1,000 businesses worldwide implement enterprise software through a dedicated support division.

Challenge

A 120% surge in inquiries driven by new implementations and product upgrades overwhelmed staff amidst a regional labor shortage. Representatives...

Solution
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Scope & timeline

  • Agentforce deployment completed in under 2 months

Quotes

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The company

IT infrastructure, consulting, and digital solutions for enterprise transformation.

IndustryTechnology
LocationMinato City, Tokyo, Japan
Employees50K-100K
Founded1935

The vendor

AI-powered CRM platform for sales, service, marketing, and commerce teams.

IndustrySoftware & Platforms
LocationSan Francisco, CA, USA
Employees50K-100K
Founded1999

Use case

Fujitsu's Customer support is part of this use case:

Support Chatbot
222 case studies(-13% YoY)
Proven impact?
LowModerateVery Strong
5.0Strong
2.3Lowwithin Technology
4.7Moderatewithin Customer Service

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