NTT DATA Group, a major IT services firm, has deployed ChatGPT Enterprise and OpenAI's Codex to automate incident analysis and knowledge work across 9,000 employees. The company reduced incident response analysis time from hours to 30 minutes—a significant operational improvement. The deployment demonstrates how large organizations are using AI to amplify the speed of technical teams without replacing them, enabling faster problem resolution across the entire workforce.

What This Means for Your Business

If your organization runs IT operations or engineering teams, NTT DATA's case shows concrete ROI: faster incident resolution means less downtime, reduced customer impact, and freed-up engineering time for higher-value work. This isn't theoretical—a global services company with thousands of engineers has implemented and scaled this. Your ops and engineering leadership should explore similar deployments, especially if incident response time is a current bottleneck affecting customer SLAs or internal productivity.