{"slug":"sopra-steria-deploys-nice-copilot-for-agents-across-its-digital-platform-services-service-desks","url":"https://findausecase.com/use-cases/sopra-steria-deploys-nice-copilot-for-agents-across-its-digital-platform-services-service-desks","title":"Sopra Steria deploys NiCE Copilot for Agents across its Digital Platform Services service desks","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.","company":"Sopra Steria","industry":"Technology & Software","aiCapabilities":["Natural Language Processing"],"technology":["NiCE CXone","NiCE Copilot for Agents","NiCE Knowledge Management"],"deployment":"Unknown","problemStatement":"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.","solutionApproach":"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.","businessValue":"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.","evidence":{"band":"high"},"sourceUrl":"https://www.nice.com/resources/sopra-steria-built-the-measurement-before-it-built-the-ai","dates":{"publishedAt":"2026-11-05T05:45:50.864Z","publishedAtSource":"pipeline","updatedAt":"2026-11-05T05:45:50.864Z"},"license":"Open for reading and citing with a link to https://findausecase.com/use-cases/sopra-steria-deploys-nice-copilot-for-agents-across-its-digital-platform-services-service-desks. Bulk republication requires permission."}