Wipro partners with Nokia to transform IT support with AI-driven solutions

Wipro Limited, an Indian technology services and consulting company, has embarked on a transformative project with Nokia (NYSE: NOK) to overhaul its global employee service desk. This initiative will leverage AI technology to enhance the IT support provided to Nokia’s expansive workforce, which spans 86,700 users across 130 countries.

The partnership will see Wipro develop a custom AI-powered, cloud-based solution aimed at improving the overall employee experience by making IT services more accessible, modular, secure, and automated. Designit, a Wipro company specializing in user experience strategy, will conduct comprehensive user research to tailor this digital support to the needs of Nokia’s diverse global team.

Vinay Firake, Senior Vice President & Managing Director Nordics at Wipro Limited, highlighted the impact of generative AI on workplace services: “Generative AI is fast becoming a critical component of Digital Workplace services. We are proud to work with Nokia on building an IT support solution that will improve the employee experience. Our technology cloud-based expertise, combined with our design-led approach, will provide Nokia employees a highly personalized support, allowing them to better leverage technology and deliver better value to their customers.”

Marije van Donk, Vice President, Head of User Experience at Nokia, expressed her enthusiasm for the project: “At Nokia, we are increasing our efforts to elevate and secure User Experiences with our IT Services. A key pillar is a modernized remote support concept that uses the latest technologies to provide seamless, secure, and efficient support, regardless of location, device, or network. Implementing this concept will empower our users to self-service their issues, give intelligent and contextual guidance, and connect users with experts. We have chosen Wipro as our partner in this transformation journey.”

This ambitious project is set to create an experience-driven, omni-channel, and always-on global service desk. The new system is designed to empower employees to effectively navigate a hybrid work environment, enhancing flexibility and security in their daily operations. Through this collaboration, Wipro and Nokia aim to set a new standard in IT support for global enterprises, driving significant advancements in employee support and productivity.