IT Operations Automation
O-I Glass needed a simpler, consumer-like way for 24,000 employees in 20 countries to access IT services and improve system uptime without relying on fragmented, manual support processes.
Reported impact
O-I Glass says employees are getting faster responses through the digital assistant, DXC is reducing the amount of human labor needed for routine support, and the wider workplace-refresh program has lowered IT costs while standardizing service delivery globally.
O-I Glass deployed DXC UPtime Experience Platform as a modern-workplace layer for 24,000 employees across 20 countries. The platform fronts IT services through browser, mobile, desktop, and Microsoft Teams channels, with UPtime Experience Gateway as the main entry point. Within that experience, UPtime Digital Assistant provides AI-powered conversational support and automated incident resolution, while UPtime Marketplace handles self-service ordering of devices and peripherals. UPtime Device Management applies AI-enabled performance monitoring to extend PC life and keep endpoints stable, and UPtime Experience Analytics measures technology experience so DXC and O-I Glass can improve service quality. DXC also links the platform to fulfillment, inventory reporting, and self-service kiosks or locker boxes. The story does not name a separate storage layer, but it clearly describes a unified serving and analytics stack for IT support, provisioning, and endpoint optimization.
Employees enter IT requests through browser, mobile, desktop, or Microsoft Teams channels into the DXC UPtime Experience Platform and UPtime Experience Gateway. The platform routes support questions to UPtime Digital Assistant, procurement requests to UPtime Marketplace, and endpoint health signals to UPtime Device Management and UPtime Experience Analytics, which then feed service-improvement and fulfillment workflows.
"DXC handles the orders, delivering items directly to the end user, and also gives O-I Glass weekly inventory and fulfillment reports."
"In just the last few years, DXC has performed a comprehensive technology refresh of O-I Glass' hardware platforms, operating systems and applications, and also provides ongoing security services, reducing costs by 35%."
"UPtime Digital Assistant is an AI-powered conversational assistant that provides 24x7 IT support."
"UPtime is an AI-powered, one-stop shop for workplace services centralized and integrated across browser, mobile, desktop and Microsoft Teams channels."
"We've seen an uptake in use of UPtime Digital Assistant in a very rapid manner."
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