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Title
Sopra Steria deploys NiCE Copilot for Agents across its Digital Platform Services service desks
…at they like. Anthony Pinto Head of AI, Digital Platform Services, Sopra Steria NiCE Copilot for Agents went live across the DPS service desk integrated into the existing NiCE CXone footprint. The capability that did the heaviest lifting on day one was simple to describe…
Description
Sopra Steria's Digital Platform Services business line, with about 1,200 engineers across France, Poland and India, deployed NiCE Copilot for Agents within its NiCE CXone footprint, connected to client knowledge bases (ServiceNow, SharePoint, Confluence) via NiCE Knowledge Management, under a federated rollout with KPIs baselined before launch. The source reports a 9% reduction in average handle time on standard tickets and a four-point improvement in first call resolution.
…the deployment needed to move would be baselined before any feature went live. NiCE Copilot for Agents went live inside the existing NiCE CXone footprint, connected to client knowledge environments through NiCE Knowledge Management, and rolled out under a federated model with reusable assets. Average handle time on standard tickets dropped 9%. First call resolution impro…
…anaged service provider. Cloud, infrastructure, modern workspace, service desk: +1200 engineers across France, Poland, and India operate the systems behind dozens of European enterprises in Telecom & Energy,…
…DPS now has the measurement framework the team built the discipline to capture. On standard service-desk tickets, average handle time has been reduced by 9%. First call resolution has improved by four percentage points. Both metrics were captured against baselines DPS recorded before any Copilot fe…
Company
Sopra Steria
…ية Español Portuguese Get started Login Status Support Partners Pricing Careers CASE STUDY: Sopra Steria Sopra Steria Built the Measurement Before It Built the AI Before expanding AI across its global service desks, Sopra Steria established t…
Region
EMEA
…ard service-desk tickets 50+ Enterprise clients served from France service desk Industry Technology Region EMEA Company size Enterprise Share ABOUT Sopra Steria — Digital Platform Services is one of Europe’s largest…
Industry
Technology & Software
…ard service-desk tickets 50+ Enterprise clients served from France service desk Industry Technology Region EMEA Company size Enterprise Share ABOUT Sopra Steria — Digital Platform Services is one of Europe’s largest…
Problem
An engineer handling a client interaction had to move across separate systems: the contact center, the client's ITSM (such as ServiceNow or Zendesk) and the knowledge base (such as Confluence or SharePoint), each with its own URL and login. A first AI pilot had no baseline captured before deployment, so DPS could not show whether it worked.
…nce or SharePoint. Produce an answer. Return to the contact center and respond. Each system was its own URL, its own login surface, and each pivot was time the engineer was no longer giving to the client. DPS had also been thinking carefully about how to invest in AI. A first pilot h…
…to invest in AI. A first pilot had delivered something the team couldn’t prove. There was no baseline captured before deployment, so when the question came — did this actually work? — there was no honest answer. That gap taught a discipline that shaped every decision after it: the value of…
Solution
NiCE Copilot for Agents went live inside the existing NiCE CXone footprint and was connected to client knowledge environments through NiCE Knowledge Management, with connectors for ServiceNow, SharePoint and Confluence. It was rolled out under a federated model with central program governance and country-level adaptation, with KPIs baselined before any feature went live. Automated Summary structure can be configured per client.
…the deployment needed to move would be baselined before any feature went live. NiCE Copilot for Agents went live inside the existing NiCE CXone footprint, connected to client knowledge environments through NiCE Knowledge Management, and rolled out under a federated model with reusable assets. Average handle time on standard tickets dropped 9%. First call resolution impro…
…fferent narrative structures, and different downstream automation requirements. Copilot lets DPS configure the summary structure per client, so an engineer working on a banking account in France produces a summary in th…
Business value
On standard service-desk tickets, average handle time was reduced by 9% and first call resolution improved by four percentage points. Both were captured against baselines recorded before go-live and validated three months after deployment.
…DPS now has the measurement framework the team built the discipline to capture. On standard service-desk tickets, average handle time has been reduced by 9%. First call resolution has improved by four percentage points. Both metrics were captured against baselines DPS recorded before any Copilot feature went live, and both were validated three months after deployment against the assumptions in the original business case. For a managed service provider whose engineers carry every commercial relations…
AI capabilities
Natural Language Processing
…ding builds the case for the next one. Automated Summary, customized per client NiCE Copilot for Agents includes an Automated Summary capability that generates a structured wrap-up of every interaction. DPS extended that capability to a structural reality of MSP work: every client…
Technology
NiCE CXone, NiCE Copilot for Agents, NiCE Knowledge Management
…. INDUSTRY Technology WEBSITE www.soprasteria.com LOCATION EMEA SIZE Enterprise PRODUCTS NiCE CXone NiCE Copilot for Agents NiCE Knowledge Management GOALS Equip service-desk engineers with the tools to serve clients faster and m…
Headline outcome
…wledge Management, and rolled out under a federated model with reusable assets. Average handle time on standard tickets dropped 9%. First call resolution improved four points. And on a separate Sopra Steria cont…
Use case type
Knowledge search
…versation. The unified workspace removed the pivots that had been costing time. Engineers stayed on the call, surfaced the right knowledge article inside the copilot pane, applied the procedure, and closed the interaction. The cognitive load of the prior workflow became something the engineer no longe…
