Digital workplace
Kyndryl launches AI-powered Digital Twin for the Workplace
Press release
9 Apr 2026
Every industry relies on digital workplace tools — whether desktop, mobile and point-of-sale devices; scheduling systems in transportation, hospitality, healthcare and entertainment; or networked dashboards in agriculture and logistics. We hardly notice them when they’re intuitive and reliable. So when they’re temperamental or fail completely, we find ourselves frustrated and adrift.
System gremlins do more than aggravate workers and customers. They waste time. They create bottlenecks. They stifle motivation and creativity. They discourage compliance and chill enthusiasm for the services they support. Workplace digital system failures hinder innovation, impede growth and inflate costs — delivering the opposite of what enterprises need and want.
Here, Michael Przytula, Senior Vice President, Digital Workplace Services Global Lead at Kyndryl, details how digital twins can help organizations manage digital workplace tools with greater visibility across systems and the ability to address failures before they happen.
Kyndryl launches AI-powered Digital Twin for the Workplace
How do workplace digital twins help organizations improve daily operations?
Michael Przytula: Digital workplace systems are part of any organization’s core operational infrastructure. Productivity stops when these systems fail, with a direct and immediate impact on the enterprise and its customers. Therefore, it’s essential for managers to be able to spot impending challenges before they occur. A digital twin of a workplace system gives organizations a clear view across their entire systemic landscape. The digital twin can pinpoint areas of compromised performance — whether at the departmental level, issues with specific technologies, or even a specific user who’s having a degraded experience.
Nobody wants to be caught in reactive mode when systems fail. A digital twin dashboard lets IT teams pinpoint problems early and move proactively to squelch potential disruptions before they impact employees or customers. This approach shifts workplace operations from reactive troubleshooting (where employees function as the “early warning systems”) to proactive experience management. IT teams know where the pain points are before system failures disrupt productivity.
The result can be a more positive workplace experience that includes fewer disruptions, faster detection and resolution, better support for senior leadership and other high-impact users, and a more reliable, less stressful day-to-day experience for everyone. Digital twins deliver real-time, accurate views across the entire workplace environment — extending beyond just the data center or other controlled IT settings. In globally distributed systems, digital twins can be transformative.
A digital twin of a workplace system gives organizations a clear view across their entire systemic landscape. The digital twin can pinpoint areas of compromised performance — whether at the departmental level, issues with specific technologies, or even a specific user who’s having a degraded experience.
How do digital twins support the move toward Experience Level Agreements (XLAs)?
Przytula: Since Experience Level Agreements (XLAs) focus on the quality of the employee experience — in addition to whether systems are functioning properly — digital twins are critical to this shift in organizational emphasis. XLAs seek to measure a broad spectrum of how well people are enabled to do their jobs. In addition to uptime metrics, that range includes indicators of user satisfaction and related productivity. The idea is to help drive better business outcomes by having more engaged employees who aren’t distracted or impeded by poorly performing workplace tools.
Describe how digital twins work with AI.
Przytula: Digital twins enable organizations to collect both real-time and historical data from across the system. In an AI-infused cloud environment, an enterprise can then deploy agentic AI to analyze operational patterns and predict likely points of failure or user frustration that support staff can then address proactively. Agentic AI can also use digital twin data to anticipate heightened system demand — such as seasonal or weather-based surges in the travel and hospitality industries — and activate or route the necessary resources to keep things moving smoothly for workers and customers. In these types of situations, the combination of agentic AI and digital twins progresses beyond simple automation into the realm of predictive analysis and corrective action. Together, they solve these challenges while letting employees focus on productivity and customer service.
