Atos launches AI-first digital workplace

Mid-market companies with 5000-15,000 employees are often underserved in this space, with most providers' services targeted at large enterprise outsourcing or small managed services contracts. This prevents mid-size businesses from accessing advanced digital workplace solutions, especially those in sectors such as manufacturing, logistics, and retail, which have fundamentally different digital workplace needs than companies that have an entirely office-based workforce.

Atos' DWPaaS proposition solves this problem through its modular, outcome-based approach, embedded with persona-driven analytics. The service begins with a structured discovery phase centred around questions that determine each business’ specific requirements, allowing them to select the components most relevant to their workforce profile, and generates a pre-calculated price.

DWPaaS implements AI-powered automation from day one, including chatbots configured against a generalised knowledge base covering approximately 85% of common FAQ scenarios out of the box, with integration of customer-specific knowledge part of a wider 90-day onboarding phase.

Based on existing client data, DWPaaS aims to resolve 60% of tickets through automation by year three, with live chat handling the residual interactions rather than voice channels. It is expected that fully optimised environments can reach 80-85% automation. By preventing issues before tickets are raised and handling those that are raised efficiently, employee productivity and experience will measurably improve. As well as this, customers see direct financial benefits through the service’s value-sharing model, which sees cost-per-user – which is already comparable to the cost of internal IT support – decline as automation matures and service demand reduces.

Lewis Herbert, head of digital workplace, smart platforms and technology services at Atos UK&I, said: “Digital Workplace as a Service fills the gap that mid-size companies face when having to choose between basic IT support and complex, costly solutions designed for large enterprises. It’s designed to be fast, flexible and outcome-focused from day one, helping mid-size companies thrive in today’s AI-powered digital era by proactively enhancing employee productivity and experience.”

atos.net/en-gb/digital-workplace-as-a-service