What challenges did Fresenius Digital Technology GmbH face before AI implementation?

Improve IT service desk efficiency without adding complexity or an external technology stack. Provide accessible, scalable support across a mixed user ecosystem.

What was the impact of the AI solution?

More than 130,000 interactions since initial go-live. Over 5,000 completed interactions per month in the last six months. Nearly 3,000 chats answered by agents in the last six months.

Source

MicrosoftEvidence: Medium50/100

Fresenius Digital Technology AI-powered Virtual Agent for IT Support

Use case typeIT operationsUpdated Mar 17, 2025

Fresenius Digital Technology GmbH (FDT) in Germany worked with Capgemini, ServiceNow, and Microsoft to build FreDi, a virtual assistant for IT support. FreDi is integrated with Microsoft Teams and the ServiceNow user portal to let employees report issues, check ticket status, approve requests, and connect to live agents without adding an external technology stack.

Organization: Fresenius Digital Technology GmbH
Industry: Healthcare
Location: Germany
Published: March 2025

Reported outcomes

Interactions since go-live: More than 130,000 count

Other quantified impact

Completed interactions per month: More than 5,000 count/monthChats answered by agents: 3,000 count

Why do we believe this?Outcome claims, sources, and evidence checks

Normalized claim

Interactions since go-live: 130,000 count increase

CapgeminiMar 17, 2025Customer storyExplicit claimMedium evidence strength

More than 130,000 FreDi interactions since the initial go-live in September 2023

Normalized claim

Completed interactions per month: 5,000 count/month increase

CapgeminiMar 17, 2025Customer storyExplicit claimMedium evidence strength

Over 5000 completed FreDi interactions per month in the last 6 months

Normalized claim

Chats answered by agents: 3,000 count increase

CapgeminiMar 17, 2025Customer storyExplicit claimMedium evidence strength

Nearly 3000 FreDi chats answered by agents in the last 6 months

Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks

Customer: Fresenius Digital Technology GmbH
Provider: Microsoft
Maturity: Unknown
Linked source: Capgemini

No explicit deployment-stage evidence found.

Customer identity supportedSource describes one deploymentMaturity evidence evaluated

Primary read

Use case focus

Showing 2 of 2

1IT operations
2Customer support automation

Built FreDi as a virtual assistant using Microsoft Teams, ServiceNow, and Microsoft Azure AI with Capgemini implementation support.
Integrated the assistant into the ServiceNow User Portal and Microsoft Teams for 24/7 chat-based IT support and live-agent escalation.
Used iterative development, testing, and hypercare support to refine the solution after go-live.

Technologies

Microsoft Teams ServiceNow Microsoft Azure AI

More than 130,000 interactions since initial go-live.
Over 5,000 completed interactions per month in the last six months.
Nearly 3,000 chats answered by agents in the last six months.

Architecture

FreDi was implemented as a virtual agent integrated with Microsoft Teams and ServiceNow. Capgemini and FDT ran a discovery phase, workshops, a ServiceNow development cycle, iterative testing, and rollout support. The solution was built to avoid introducing an external technology stack and to work through existing enterprise tools.

Implementation partners2

Capgemini ServiceNow

Sources & evidence1

Evidence: Medium50/100Evidence strength