Atos launches AI workplace service for mid-size firms

JOSEPH GABRIEL LAGONSIN

News Editor

Atos has launched Digital Workplace as a Service for mid-size companies, targeting businesses with 5,000 to 15,000 employees.

The offer is aimed at organisations that have often fallen between large outsourcing contracts and smaller managed services arrangements, particularly in sectors such as manufacturing, logistics and retail, where many staff are not office-based.

Digital Workplace as a Service is structured as a modular subscription service. Customers begin with a discovery phase to identify workforce requirements, select relevant service components and generate a pre-calculated price.

The service includes AI-led automation from the outset, including chatbots built on a general knowledge base that can cover about 85% of common frequently asked questions before customer-specific information is added during a 90-day onboarding phase.

Atos expects the service to shift more employee support interactions away from voice channels. It estimates that 60% of tickets could be resolved through automation by the third year, with live chat handling the remaining interactions, while fully optimised environments could reach 80% to 85% automation.

The service is priced at a level comparable with internal IT support. A value-sharing model would reduce the cost per user as automation expands and demand for support falls.

Mid-market focus

The launch reflects a push to address a segment that major IT service providers have often served unevenly. Mid-sized businesses have typically faced a choice between basic support services and more complex outsourcing models designed for much larger organisations.

For companies with frontline, shift-based or distributed workforces, workplace technology support can differ sharply from the needs of office-led businesses. Retailers, manufacturers and logistics groups often need support models that account for shared devices, variable working patterns and staff with limited access to conventional desktop-based systems.

Atos said its service uses persona-driven analytics as part of its design, with the aim of shaping support around different workforce profiles rather than treating all employees the same.

Automation plans

Atos positioned automation as a core part of the operating model rather than an add-on introduced later. In practice, clients are expected to begin with standard chatbot support and then extend automation as internal knowledge is integrated during onboarding.

The service is intended to prevent some issues before tickets are raised and to handle submitted requests more efficiently. Atos said this approach can improve employee productivity and user experience while lowering support costs over time.

Lewis Herbert, Head of Digital Workplace, Smart Platforms and Technology Services at Atos UK&I, outlined the rationale for the launch.

“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,” Herbert said.

Atos operates in 54 countries and employs about 56,000 people. The group reported annual revenue of about €7.2 billion at its go-forward perimeter.