Case Study: Gelato achieves faster support ticket resolution with Looker

Gelato - Customer Case Study

Gelato, a global ecommerce production company, needed a faster and more accurate way to categorize customer support errors across more than 120 categories. The company was spending significant time training support agents and manually triaging issues, making it harder to resolve problems quickly and understand platform performance.

Looker helped Gelato use Gemini embedded in its customer-support systems to instantly classify reported errors. This improved categorization accuracy, reduced training time for new agents, and gave Gelato better visibility into issues; the company also reported saving 120 hours a week triaging support tickets and improving performance across the platform.

Gelato

Nicola Croon

Senior Machine Learning Engineer