Case Study: Geodis improves IT support efficiency with Dataiku AI agents

Geodis cuts IT ticket assignment time by 60% with Dataiku

Geodis, a global logistics company, faced challenges with its IT service desk, where manual ticket classification and routing led to frequent misassignments and escalations. Their goal was to improve support efficiency and service quality without overhauling existing systems. To achieve this, they turned to Dataiku and its Platform for AI Success to design and deploy AI agents.

Using Dataiku, Geodis built an AI IT Support Agent that was integrated directly into their ServiceNow workflow. The solution automated ticket classification and routing, and it provided support agents with resolution steps and similar historical tickets. This resulted in a 60% faster ticket assignment and saved an average of 30 minutes per ticket through faster resolution and fewer reassignments, significantly improving IT support efficiency.

Geodis