IT operations

United Express worked with Caylent to build an agentic AI observability solution for its weight-and-balance system.The system ingests millions of log entries, uses Amazon CloudWatch for near real-time alerting, and uses Amazon Bedrock to support conversational investigation of events and API data.The goal was to detect anomalies earlier and reduce manual log analysis across regional airline operations.

United ExpressLogistics

Formula 1 (F1) and AWS built a root cause analysis workflow that uses Amazon Bedrock and a multi-agent system to analyze logs, summarize findings, correlate incidents, and recommend fixes.The workflow helps engineers resolve race-day issues faster and supports proactive prediction and prevention.

Formula 1Other

Evolutio, a cybersecurity services provider in Spain and Portugal, implemented Google Cloud Chronicle SOAR to mature and automate its security orchestration, incident response, and threat monitoring workflows.The solution groups and tiers customer service levels based on cyber maturity, automates parts of incident and remediation workflows, and reduces false positives so analysts can focus on higher-value investigation and playbook development.

EvolutioTech & Comms

Grupo Falabella (Falabella Retail / Sodimac / Tottus) built TARS, a multi-agent conversational AI workflow for incident reporting and ticket creation across retail and help desk operations in Latin America.The solution uses Google Cloud Contact Center AI Platform, Dialogflow/Conversational Agents, Gemini models, Vertex AI Search for RAG over internal process documentation, and supporting services including BigQuery, Pub/Sub, Cloud Run, Firestore, Cloud Storage, Dataform, Looker, and Cloud Logging.The system captures key incident fields, auto-creates and routes tickets, centralizes communication across channels, and supports regional standardization of support processes.

Grupo FalabellaRetail

Juniper Networks built Juniper Support Insights (JSI) to securely automate the customizable collection and reporting of customer device data at scale.The solution uses a serverless edge-to-cloud architecture on AWS to give network teams better device-level insight across tens of thousands of devices and reduce the back-and-forth required for troubleshooting.Juniper says the approach improves customer support and operational experience while enabling proactive issue prediction, device end-of-life planning, and secure data handling.

Juniper NetworksTech & Comms

Telecom Argentina, a connectivity and technology provider serving more than 30 million customers in Argentina, is implementing an AI initiative focused on customer experience and IT operations.The company built an AIOps MVP from scratch in Google Cloud to improve network assurance, QA, and customer service.The solution processes 3.8 TB of data per day and supports a predictive model for customer service and incident management.

Telecom ArgentinaTech & Comms

Fortinet, a cybersecurity company serving more than 800,000 customers worldwide, wanted to make its complex product documentation easier to access through a generative AI support chatbot.The company needed a scalable solution that could handle more than 60 products and multiple documentation versions while maintaining high accuracy, trust, and low response time.

FortinetTech & Comms

At AWS re:Invent 2025, AWS announced agentic AI frontier agents including Kiro autonomous agent, AWS Security Agent, and AWS DevOps Agent which can operate autonomously for days. These AI agents help transform software development lifecycle and enterprise operations for companies like Commonwealth Bank of Australia, SmugMug, and Western Governors University by improving development velocity and operational security.

Commonwealth Bank of AustraliaTech & Comms

Kraft Heinz, in partnership with Microsoft, developed 'The Cookbook,' an AI agent using Azure OpenAI to preserve legacy innovation knowledge while improving manufacturing efficiency in Heinz ketchup production.'The Cookbook' pulls data from a central knowledge base of experts' insights and existing documentation, enabling employees to query details about batch thickness, color, and process efficiency.This AI tool is currently piloted at a U.S. production site with plans for broader enterprise expansion and is part of a connected AI ecosystem including the internal AI assistant 'KHAI'.

Kraft HeinzManufacturing

A leading US-headquartered Industrial Automation Manufacturer operating globally undertook a significant digital transformation initiative to modernize its enterprise operating model and optimize resource utilization. With a workforce of 27,000 and critical SAP and non-SAP applications, the company sought improved reliability, performance, and proactive monitoring of systems. Fujitsu was engaged to deliver Intelligent Application Managed Services, bringing in automation, data-driven insights, and capacity planning to support the company's transformation goals. The solution included performance data analysis, capacity planning, proactive monitoring, and backup strategies, aiming to reduce costs and minimize incidents. Results included substantial reduction in system-generated tickets, improved compliance, no major incidents, improved staffing, and multiple service improvement plans.Fujitsu collected detailed performance data and conducted capacity planning analyses to support the client's transformation. Application-level monitoring was implemented for proactive fault diagnosis, alongside strict backup and storage strategies aligning with existing policies. Continued process automation resulted in reduced costs and enhanced operational performance. The partnership spanned the support of both SAP and non-SAP applications across multiple lines of service and led to significant operational improvements.

Industrial Automation ManufacturerManufacturing

sa.global, a specialist Microsoft partner for professional services, developed and integrated four AI agents to improve operational efficiency, resource allocation, project planning, and risk management for service-centric organizations. Leveraging Azure OpenAI, Microsoft AI Platform, and Copilot technologies, the solution automates routine business processes across the project lifecycle.The agents include an invoice collaboration AI for faster clarification and improved cash flow, an optimized global resource allocation agent for data-driven staffing, a planning estimations agent for accurate budgeting and delivery, and a proactive execution management agent that detects project risks early. These agents were integrated into sa.global's Microsoft Industry Cloud solutions.Serving over 800,000 users in 80 countries, this advanced automation enables organizations to accelerate decision-making, enhance project delivery, and gain predictive insights for future planning. The cross-industry impact is notable, offering scalable automation for consulting, engineering, software, legal, and related professional service sectors.

Thread, an IT service platform, faced significant inefficiency and cost due to manual technician time entry and workflow management processes.They implemented Microsoft Azure OpenAI Service to automate technician time entries, integrating with Microsoft Teams and SharePoint to enable secure semantic search and enhance collaboration.As a result, technicians saved nearly an hour per day, with 80% of automated entries accepted immediately, and WBM Technologies reported saving 300 hours per month.The platform leverages generative AI for summarizing chats, extracting information from threaded messages, and translating between languages, boosting cross-team collaboration.Thread also explored advanced AI features, such as enabling customers to spin up their own OpenAI instances within their Azure infrastructure.Data security is maintained by ensuring sensitive data does not leave the organization, relying on Microsoft Azure's built-in protections.Over 1,000 Microsoft Teams tenants are now integrated with Thread, helping extend AI-powered workflow automation across the customer base.The case demonstrates strong and measurable impact on both operational efficiency and customer service quality.

Accelleron, a Switzerland-based industrial company, sought to improve its IT support solution to reduce ticket resolution time and better meet staff and end-user needs. The company developed Ticket-Fox, a ticketing system that leverages Microsoft Power Platform, Power Apps, and Microsoft Dataverse, allowing significant agility in responding to user feedback. Features like image capture, customized ticket editing, and automatic routing were enabled through Power Platform’s flexibility and AI automation. Ticket-Fox streamlined workflows, increased productivity, and provided higher satisfaction rates among both support agents and end-users, as evidenced by survey results showing 92% agent and 81% end-user satisfaction.

AccelleronManufacturing

Grupo Javer, one of Mexico’s leading real estate developers, faced significant challenges with its legacy IT Service Management (ITSM) system, which caused service disruptions, reliance on VPNs and on-premise infrastructure, and manual, time-consuming processes. Seeking to reduce system downtime and streamline workflows, Grupo Javer migrated to InvGate Service Management, a cloud-native SaaS platform, integrated with Microsoft Teams, Power BI, and Azure Active Directory. These integrations allowed employees to securely access the service desk via familiar tools, employ single sign-on and multi-factor authentication, and automate workflows. New AI-powered features enabled ticket summarization and knowledge base suggestions, improving agent efficiency and reducing human error. Post-implementation benefits included a 45% faster mean time to resolution, over 50% increase in SLA compliance, a dramatic rise in user feedback and satisfaction scores, and real-time KPI analytics dashboards powered by Power BI. Grupo Javer continues to expand its digital transformation by piloting new support channels and using data to proactively enhance its IT services.

Grupo JaverReal Estate

A leading industrial and manufacturing technology firm launched the Gen AI Industrial Assistant, fully deployed on Microsoft Azure and accelerated by NVIDIA AI Blueprints. The solution was designed to optimize manufacturing operational efficiency by providing workers real-time guidance for equipment operation, maintenance, and troubleshooting. The system integrates Azure Cognitive Search, Azure Time Series Insights, and Azure AI Document Intelligence, giving users immediate access to crucial manuals and analytics. With features like voice interaction, multilingual support, performance forecasting, and customizable UI, the solution streamlines operations, transforms onboarding, and helps reduce defects. Results included a 10% improvement in overall equipment effectiveness, a 50% reduction in onboarding time, a 56% decrease in equipment defects, and an 83% reduction in information search time. By leveraging advanced AI and cloud technologies, the company boosted productivity and gained a significant competitive edge in industrial automation.

Industrial Manufacturing CompanyManufacturing

This article describes the implementation of an AI-powered autonomous agent designed to automate work order creation and technician assignment in Dynamics 365 Field Service. The solution leverages Copilot Studio's generative AI in combination with Power Automate, significantly reducing the manual workload involved in service request processing. The agent analyzes incoming service cases, determines urgency, creates work orders, assigns technicians based on expertise and availability, and sends AI-generated notifications to relevant parties. Use cases span several industries, such as HVAC, IT support, manufacturing, and healthcare, with organizations reporting substantive business impact after adoption. Performance improvements include a 50% reduction in manual effort, faster response times, more effective resource allocation, and enhanced customer satisfaction, as well as a 30% increase in first-time fix rates. The article describes the workflow setup, including technical steps for integrating Copilot Studio agents with Dynamics 365 and Power Automate, and references best practices and industry research. The article also briefly compares results across several service management sectors, offering examples and outlining the future of AI-powered field automation.

Infosys adopted an AI-first strategy, focusing on embedding AI technologies throughout its business model rather than simply enhancing processes. Over 250,000 employees completed an AI awareness course, catalyzing a culture shift. Leveraging partnerships with players such as Microsoft and OpenAI, Infosys developed both small language models (SLMs) for industry-specific needs (e.g. banking) and persona-specific AI assistants for roles like customer service agents and wealth managers. These platforms and AI applications are delivered rapidly, reducing typical development time from months to mere weeks. Infosys now rolls out AI assistants and applications to 20,000+ enterprise users, supporting IT operations, software engineering, customer service, fraud detection, and compliance. The company is fostering change management in clients by offering training and revisiting IT contracts for accelerated AI adoption. Three waves of AI implementation are identified, from current AL assistants to future semi-autonomous business processes.

InfosysProfessional Services

BMW Group uses Amazon Bedrock Agents with AWS services to improve the speed and accuracy of root cause analysis (RCA) for cloud incidents affecting their connected vehicle digital services.Their generative AI agents iteratively reason and execute tasks, replicating skilled human investigators to analyze logs, metrics, infrastructure events, and system architecture data, automating RCA in a complex multi-regional environment.The approach integrates Lambda functions with CloudWatch and CloudTrail data and leverages the Amazon Bedrock ReAct framework for dynamic and adaptive investigation workflows.

BMW GroupAutomotive

Formula 1 (F1) built a purpose-built root cause analysis assistant for race-day issues.The solution uses Amazon Bedrock Agents and Amazon Bedrock Knowledge Bases with log ETL in S3, Glue, Spark, EventBridge, and ECS.It connects to internal and external systems such as Jira, Datadog, SQL databases, and health-check APIs to recommend remediation and route incidents.

Formula 1Other

ServiceNow and Microsoft jointly developed a multi-agent AI workflow for critical P1 incident management, integrating Microsoft Copilot, Now Assist, and Semantic Kernel orchestration. The system automates creation of Teams bridges, transcribes verbal communications, and uses manager and sub-agents to trigger actions and maintain full context within ServiceNow. It ensures documentation is comprehensive and real time, delivering faster, more reliable incident resolution with streamlined post-incident knowledge capture. The proof of concept demonstrated synchronized AI agent collaboration, real-time context sharing across platforms, and adaptive escalation workflows, offering a future-proofed template for enterprise AI-powered process automation.

ServiceNowTech & Comms

Thread, an AI Service Desk platform for Managed Service Providers (MSPs), has introduced Magic Agents powered by Microsoft Azure OpenAI Service. These Magic Agents automate key IT service desk tasks such as ticket intake, triage, categorization, and discovery, freeing technicians to focus on higher-value activities.Thread collaborated with over 50 IT providers and now serves more than 8,000 businesses worldwide. By leveraging AI, Magic Agents create a ‘living’ service catalog by drawing on historical ticket data, integrating with popular MSP management tools (ConnectWise PSA, AutoTask, HaloPSA) as well as Microsoft Teams and Slack.Thread’s customizable LLM-powered Agents support specific customer security and permissions requirements, and can be further integrated with automation tools like Power Automate and Zapier.Early adopters report major productivity gains, customer satisfaction improvements, and thousands of work hours saved each month.The platform’s vision is to enable omnichannel, instant support that provides a strategic service advantage to MSPs.Future enhancements will include Agent specializations and a marketplace for workflow sharing.Thread’s AI Service Desk is recognized as a leading innovation in the MSP sector for generative AI applications.

Crimson ITTech & Comms

AWS demonstrates how to integrate QnABot on AWS with ServiceNow so employees can triage IT issues through chat and open incident tickets in real time.QnABot on AWS uses Amazon OpenSearch Service for its question bank, Amazon Lex for conversational routing, AWS Lambda to call the ServiceNow Incident API, AWS Secrets Manager for credentials, and Amazon API Gateway and Amazon S3 for configuration and knowledge management.The workflow supports response bots and document chaining for multi-step input collection before ticket creation.

ServiceNowProfessional Services

Europ Assistance, a prominent global travel insurance and assistance provider, partnered with Tata Consultancy Services (TCS) to modernize its global IT operating model. The initiative focuses on enhancing operational resilience, scalability, and user experience, serving nearly 300 million customers across more than 200 countries. TCS delivers end-to-end enterprise IT application services using its extensive delivery centers in Europe and other geographies. Central to the transformation is TCS’s AI-powered ignio AIOps platform, leveraging artificial intelligence and machine learning to provide actionable insights and drive automation. The partnership fosters co-innovation, with joint exploration of generative AI and advanced technologies to create new business use cases. As a result, Europ Assistance significantly improved its agility, productivity, and business capability, enabling a faster speed to market and a more robust partnership ecosystem.

Europ AssistanceInsurance

Saudia Airlines, the national flag carrier of Saudi Arabia, initiated a comprehensive digital transformation to address inefficiencies in ground operations and enhance customer service. Traditionally reliant on manual processes for ground crew supervision and customer engagement, the airline sought a modern, scalable solution. A new mobile app—developed in-house using Microsoft Power Platform—digitalized ground crew performance monitoring and replaced paper-based checklists. Data captured by the app is visualized via Power BI, enabling real-time operational insights. Saudia also launched a virtual AI assistant powered by Azure OpenAI Service, offering travelers personalized planning, booking, and real-time assistance, including escalation to live agents. The transformation underpins broader strategic goals to expand tourism and global reach, dramatically improving operational performance and customer satisfaction.

Saudia AirlinesLogistics

Centrica plc, a leading energy and utilities company, has significantly enhanced the efficiency of its IT service desk by implementing Buddy, an AI-powered virtual assistant developed in partnership with Fujitsu. Built on Microsoft Azure AI technologies, Buddy automates the resolution of common IT issues in under three minutes, compared to the prior average of 15 minutes. This allows contact center and field staff to stay productive and focused on customer service. Over the course of a year, Buddy was used more than 100,000 times and consistently received highly positive user feedback. The solution, integrated with Alluvio Aternity, resolves over 10,000 incidents each month and returns an estimated 200 person-days of productivity to the organization. The automation project has yielded substantial monthly cost savings and improved operational transparency. Centrica continues to explore new use cases for Buddy, including remote device provisioning and streamlined parts requests, while leveraging the strong partnership with Fujitsu to drive further digital transformation.

CentricaEnergy & Utilities

Pact Group, a major packaging provider in Australasia, sought digital transformation to drive growth and efficiency. To support its Industry 4.0 ambitions, the company migrated its core SAP platform and over 90% of its workloads to Microsoft Azure, establishing a digital foundation for innovation. Azure provides the backbone for integrations spanning AI, ML, IoT, and enterprise analytics. Pact Group implemented IoT to begin aggregating machine data, enhancing predictive maintenance capabilities and operational insights. Power BI was deployed company-wide to deliver a single source of truth, transforming how employees interact with data and boosting decision-making. The enterprise is piloting bots via Microsoft Bot Framework to automate IT and back-office support, aiming to automate up to 40% of interactions with AI-driven consistency. Safety innovations include intelligent kiosks leveraging visual recognition services for real-time monitoring and compliance. As a result, business processes are faster, safer, and more data-driven, pushing Pact Group to the forefront of digitally enabled manufacturing.

Pact GroupManufacturing

BMC Helix provides IT service management solutions that use autonomous AI agents on Vertex AI to move beyond reliability towards innovative ServiceOps.They fine-tuned open-source Llama 3.1 8B models on Vertex AI using a Mixture of Experts architecture to help AI agents reason over observability data and provide actionable insights.The AI agents are deployed securely in customer clouds and integrated with applications like Slack and Teams for proactive IT operations.

BMCTech & Comms

MC, a leading retail and food company in Portugal, faced challenges with legacy Security Operations Center (SOC) tools and needed resilient disaster recovery for critical systems and data with tight Recovery Point Objective (RPO) and Recovery Time Objective (RTO) goals.MC implemented an AI-driven Next-Generation SOC using Google SecOps Enterprise Plus and Gemini AI, leveraging Natural Language AI for threat hunting and incident response.They established a cloud-native 3rd site disaster recovery environment using Google Cloud VMware Engine and Compute Engine, enabling rapid recovery of 800+ critical VMs with near-zero data loss for 340 TB of critical data.

MCRetail

Heartland Dental supports over 3,000 dentists across 1,800 practices by reducing administrative burden and enabling dentists to focus on patient care.The company integrates Google Cloud technologies, including Vertex AI and BigQuery, to improve operational insights, automate mundane administrative tasks, and enhance data analytics performance at scale.AI agents powered by Vertex AI provide front-line staff with instant answers to complex administrative questions via chat, reducing task completion time significantly.Migrating from on-premises SAP environments to Google Cloud improves scalability, security, and reduces operational costs.

Heartland DentalHealthcare

Beamy developed an AI-driven Business Transformation Platform that uses Google Cloud AI (Vertex AI) to analyze real application usage within large organizations.The platform reconstructs business processes based on how employees work across applications to mitigate shadow IT, rationalize application portfolios, and prioritize AI initiatives.It was deployed at major clients including Veolia, Schneider Electric, and Crédit Agricole CIB.Beamy's system collects billions of behavioral data points, uses real-time activity tracking, and AI models for process identification and prioritization.The platform runs on Google Cloud infrastructure including Vertex AI, Cloud Run, BigQuery, and Looker for data processing, model deployment, scalability, and dashboards.

BeamyTech & Comms