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Lilly: The AI-Powered Agent

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


At a glance

What began in 2019 as a lighthouse project named Lilly – an AI agent built to transform Satair’s quotation process – quickly evolved into a broader success story. Following the impact of this initial implementation, the initiative scaled into a business-led, value-driven AI Centre of Excellence to fuel the company’s digital transformation.


Outcomes

  • Speed: from 24 hours to 2 minutes
  • Quality: 99% accuracy
  • Growth: 50% annual increase in autonomous interactions
  • Scale: 7 live solutions; 50+ future use cases

Atos has the right mindset and skills. Google Cloud has the power and tools to bring those skills to life across our business, quickly and cost-effectively. And Satair has the vision to continue innovating in a traditional industry. It’s an excellent three-way handshake for thriving in the long run.

Michael Nicolai Folkmann Schjerbeck, Head of Digital & IT Projects, Satair

Client Challenge

Satair, a leading global distributor of aircraft parts, manages over one million SKUs and receives around 450,000 customer inquiries each year in highly varied formats – ranging from structured spreadsheets to free text emails and even handwritten notes. This diversity made manual processing slow and complex for 230 customer service agents, resulting in response times of up to 24 hours. In an industry where AOG situations can cost up to $500,000 per day, faster and more accurate responses were essential. Satair launched a digital transformation initiative to drastically reduce response times and free employees to focus on higher-value customer support activities.

Solution

Atos partnered with Satair to seed AI with a high-impact lighthouse project: Lilly, an AI-driven digital quotation assistant is built on Google Cloud’s Vertex AI and integrates with core systems (e.g. SAP). Lilly automates quotation handling, reducing processing time from five hours to two minutes.

Building on this success, Atos and Satair established a business-led AI Centre of Excellence. Use cases follow a structured portfolio process based on an AI-maturity radar, a continuous delivery model, and agile and design thinking principles. As a result, AI capabilities were scaled across functions, supported by a robust, cloud-native technology stack.

Business Benefits

Lilly has transformed Satair’s customer service through speed, accuracy and scalability.

  • Average response times fell from 24 hours to just 2 minutes, with many inquiries answered in seconds.
  • Quote accuracy reached 99%, reducing manual corrections and improving customer satisfaction.
  • Around 35% of customers now receive fully automated end-to-end interactions, with autonomous adoption growing 50% annually.
  • A real-time performance dashboard provides full visibility into processing and quality.

With seven AI solutions live and more than 50 identified use cases, Satair now operates with faster decision-making, improved operational efficiency and a scalable AI foundation supporting long-term growth.

Why Atos

Atos brings deep industry knowledge, transformation expertise, and scalable AI engineering. Through a structured AI Centre of Excellence, we align strategy, governance and technology to help clients move from isolated pilots to enterprisewide AI that delivers measurable value and longterm resilience. Our long-lasting partnership with Satair shows how collaboration and innovation drive significant business impact and set the foundation for continued growth.