DXC launches AI workplace service to cut support calls

DXC Technology has launched DXC Workplace Services, backed by its DXC OASIS AI platform.

The service is designed to change how workplace IT support is delivered by combining AI agents with human staff to identify and fix technology problems before they interrupt employees. It can be delivered through email, chat and voice channels, depending on worker preference.

DXC is positioning the product around a common problem in large organisations, where staff often contend with fragmented tools, disconnected processes and support teams that respond only after issues arise. The new service is intended to sit across existing workplace technology rather than require customers to add another layer of software tools.

According to DXC, the service is built on three principles: designing workplace systems around employee workflows, coordinating support across existing technology investments, and using AI, automation and specialist staff together in day-to-day operations.

DXC cited early results from the model including a 40% reduction in operational complexity, a 60% drop in service desk calls, resolution of half of device issues before employees notice them, and more than 15 hours of productivity returned to each employee every month.

The product is enabled by DXC OASIS, which DXC describes as an orchestration platform for managed services. In practice, AI agents operate within governed workflows while human experts remain involved in support and operational tasks.

Workplace focus

The launch reflects growing pressure on corporate IT departments to improve employee experience while containing costs and making better use of existing technology estates. Many organisations have added collaboration, device management and support tools over several years, leaving employees to navigate systems that do not always work smoothly together.

For service providers such as DXC, that creates an opening to offer a more unified layer of workplace operations. Rather than replacing customer systems outright, DXC's approach centres on linking devices, platforms and services already in place and reducing disruption through earlier intervention.

That also puts the focus on the service desk, which remains one of the most visible parts of IT for employees. A drop in call volumes would suggest that issues are either being resolved through other channels or prevented before workers need to seek help.

Kelly Candler, Global Offering Lead, Workplace & Business Process Services at DXC Technology, outlined the company's case for the launch.

"Enterprises should not have to choose between advancing business priorities, improving IT efficiency, and delivering a stronger employee experience. We designed DXC Workplace Services to help organisations achieve these objectives simultaneously by aligning workplace experiences to how employees work, reducing friction both within and across employees' workplace environment to facilitate a seamless, wholistic experience," said Kelly Candler, Global Offering Lead, Workplace & Business Process Services at DXC Technology.

Managed services

The introduction of Workplace Services also highlights how managed service providers are recasting traditional IT outsourcing offerings around AI-led operations. In this case, DXC presents OASIS as the control layer that coordinates support workflows and allows AI agents to work alongside human teams rather than in isolation.

That marks a shift from older workplace support contracts, which often focused on ticket volumes, device fleets and response times. The newer framing is more closely tied to employee productivity and the smooth running of day-to-day digital work.

DXC said the service applies experience design principles from the outset so workplace tools and support processes better reflect how employees already work. It says this should make systems easier to use and reduce resistance to adoption.

DXC also said the service is intended to help customers derive more value from technology they already own. That message is likely to resonate with companies under pressure to limit new IT spending while still delivering gains in efficiency and employee output.

DXC, which provides software and services to enterprise and public sector customers, said Workplace Services forms part of a broader effort to reshape managed services through what it calls Human+ agentic AI workflows. According to the company, those workflows integrate governed AI agents with human expertise to anticipate needs, automate complex operations and manage workplace support at scale.

The figures presented by DXC support its central claim: that a more coordinated workplace support model can reduce IT friction without requiring organisations to overhaul the systems they already have, while returning more than 15 hours of productivity to each employee every month.