Case Study: Satair achieves faster, more accurate customer service with Atos

Enabling business transformation from customer service to enterprise-wide AI at scale

Satair, a global distributor of aircraft parts, needed to speed up and simplify the handling of around 450,000 customer inquiries a year, many of them arriving in unstructured formats such as spreadsheets, emails, and handwritten notes. With 230 customer service agents manually processing requests and response times reaching 24 hours, Satair partnered with Atos to improve efficiency and support its digital transformation, using Google Cloud’s Vertex AI as part of the solution.

Atos implemented “Lilly,” an AI-powered quotation assistant that automates quote handling and integrates with core systems like SAP. The solution cut processing time from five hours to two minutes, reduced average response times from 24 hours to 2 minutes, and achieved 99% quote accuracy. It also enabled around 35% of customers to receive fully automated end-to-end interactions, with autonomous adoption growing 50% annually, while supporting seven live AI solutions and 50+ future use cases.

Satair

Michael Nicolai Folkmann Schjerbeck

Head of Digital & IT Projects