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

Geodis cuts ticket assignment time by 60% with Dataiku

Geodis, a global logistics company, faced challenges with its IT service desk, where only half of support tickets were resolved at the initial level due to misclassification and difficulty accessing resolution knowledge. To improve efficiency without overhauling systems, Geodis 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 integrates with ServiceNow to automatically classify tickets, predict the correct support level, and suggest resolutions. This solution resulted in a 60% faster ticket assignment and saved an average of 30 minutes per ticket, enabling Level 1 teams to resolve a higher share of issues and reducing unnecessary escalations.

Geodis