Customer Stories | July 8, 2025

Textron uses AI to standardize, streamline and improve IT services

In sectors like aerospace and defense, where uptime and coordination are critical, companies need IT systems that can handle services across highly distributed, regulated environments.

Textron is a multi-industry company behind powerful brands in aerospace, defense and consumer vehicles. With operations in 23 countries and 32,000 employees, the company needed a consistent, reliable, end-user support experience across its global footprint.

With DXC’s support, Textron transformed its IT support model with automation and AI. By introducing chatbots, self-service tools and smarter asset management, the company is resolving issues faster, improving service quality and creating a more agile, cost-effective workplace.


Improving IT services with automated IT support

“DXC is helping us bring innovation to our end-user services. Their expertise and experience are driving AI, ML and automation across our network and desktop space,” said John Waggoner, CTO, Textron.


Results at a glance

Textron and DXC have co-invested in a series of innovation projects, including:

  • AI-powered chatbots trained on shared knowledge bases to reduce service desk tickets by 20%
  • DXC UPtime™ agent to reduce downtime and enable user self-service for common issues
  • E-bonding integration with ServiceNow to streamline incident, request and asset management
  • AI and ML-based network monitoring to proactively detect and resolve outages faster