From an Email Deluge to 58% Deflection: How DXC Uses Resolve to Modernize IT Support for a Global Builder

Organization Profile

Partner: DXC Technology
Role: Global systems integrator & managed services provider
Featured Client: Global building materials group
Industry: Construction
Users Supported: ~12,000 in the Americas division
Region: Americas / Global

Modernizing IT Support for a Long-Tenured, Distributed Workforce

One of the largest building materials companies in the United States operates in a tough environment for AI-driven IT support: a field-heavy, construction industry workforce where many employees have a long tenure with the company.

“They’ve been there like 30 years,” said Laura Booth, DXC Customer Success Manager. “They still prefer to email their issues.”

At the same time, the firm was navigating several major transformations, such as tenant consolidation across hundreds of operating companies, a full Office 365 migration, and new SAP environments. DXC’s mission was to introduce modern, AI-driven support without overwhelming users who were already adapting to sweeping change.

To do that, they deployed Resolve’s virtual agent, known internally as Ava.

Introducing AI Support to a 12,000-User Enterprise

Ava’s initial rollout focused on approximately 12,000 users. Adoption grew gradually (not surprising given the user profile and parallel IT modernization), but the results were encouraging.

Booth recalled a recent set of monthly metrics:

“For November [2025], our interactions were 466… we deflected 274 of those, which comes out to about 58%. Percentage-wise, it’s a good news story.”

In other words, when users engaged with Ava, more than half of their issues were resolved without a human agent. For an email-heavy workforce, a 58% deflection rate is a strong signal that AI support can work even in environments not naturally inclined toward self-service.

Strengthening AI with High-Quality Knowledge

DXC recognized early on that Ava’s success depended on the strength of the underlying knowledge base. The building firm’s environment includes dozens of operating companies, multiple ServiceNow and SAP instances, and distinct onboarding and support procedures. One set of articles would never cover it.

“Back in the old database space it was always garbage in, garbage out,” Booth said. “So the AI tool can only be as effective if your data is there.”

DXC embedded a dedicated knowledge specialist to clean, expand, and tailor content. Over the span of several months, the team added 13–15 new articles, ensuring Ava could respond accurately across each operating company’s nuances (different onboarding steps, variations in commonly used applications, so on and so forth).

Now, when employees turn to Ava, they receive guidance aligned with their specific business unit, tools, and processes instead of a generic answer.

Faster, Clearer Responses with an Upgraded LLM

As usage patterns stabilized, DXC and Resolve upgraded the LLM powering Ava. The effect was immediate: responses were faster, clearer, and no longer required long “thinking” delays.

“When I used it, it came back, like, instantaneously,” Booth recalled. “Whereas in past months, I could sit there for like 30 seconds before it even responded.”

For a workforce still getting comfortable with AI, responsiveness directly correlates with trust and repeated use.

Scaling to New Business Units with Higher Digital Maturity

Following the success with this client, DXC is preparing to launch Ava for two additional operating companies whose product lines (from commercial concrete piping to high-end outdoor goods) attract a more digitally-native workforce.

Booth expects higher adoption and interaction volume in this next phase, supported by:

• A proven Resolve-powered deployment model
• Sharper knowledge foundations
• A user base already more comfortable with modern tools

The team anticipates even stronger engagement and deflection rates as this second rollout goes live.

A Partner’s Perspective: How to Introduce AI Into Cautious Enterprises

Booth’s experience with this building materials leader mirrors what she sees across other large and public-sector organizations: interest in AI is high, but confidence grows only through incremental proof.

Her guidance to other service providers is:

• Don’t oversell; deliver quick, realistic wins.
• Avoid “big bang” expectations and remember that adoption grows in steps.
• Move quickly on proof of concepts: slow POCs mean lost opportunities.
• Invest early in knowledge quality. Without it, no AI performs well.

For DXC, Resolve provides the platform, but real success comes from the combination of curated knowledge, process awareness, and a pragmatic approach to scaling automation.

Looking Ahead

Booth expects the impact of Ava to continue compounding.

“Hopefully six months from now we can have a successful implementation on the second one and have increased the first one,” she notes.

As adoption grows and IPG/APG come online, DXC and Resolve are demonstrating that AI-powered support can succeed even in conservative, complex, multi-company environments and deliver measurable value quickly.

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