Geodis: Improving IT support efficiency with AI agents in Dataiku

Geodis, a global logistics company, enhanced its IT service desk operations by implementing AI agents through the Dataiku platform to automate ticket classification and routing, significantly reducing manual effort and improving efficiency. This initiative led to a 60% faster ticket assignment and saved approximately 30 minutes per ticket by minimizing reassignments. The AI agent, integrated into ServiceNow, classifies incoming tickets, predicts support levels, and suggests resolutions based on historical data, enhancing human expertise rather than replacing it. This approach not only increased the number of issues resolved at Level 1 but also improved the accessibility and reuse of existing knowledge, resulting in faster and smoother resolutions. Geodis plans to expand this AI-driven model across its IT operations, aiming for more advanced automation while maintaining human oversight, thereby establishing a scalable and controlled framework for AI success.

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