it_support · logistics · workflow
Geodis builds an AI IT Support Agent in Dataiku to cut ticket assignment time by 60% and save 30 minutes per ticket
Geodis's global IT service desk suffered from manual triage and misclassification that drove unnecessary escalations, while valuable resolution knowledge scattered across past tickets and documentation remained hard to find and reuse consistently.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Incoming ticket received
For each incoming ticket, the AI agent begins processing inside the ServiceNow interface.
Tools used
Dataiku
Outcome
Embedding an AI agent in ServiceNow delivered a 60% reduction in ticket assignment time and saved IT teams around 30 minutes per ticket, with tickets routed more accurately, unnecessary escalations reduced, and Level 1 teams resolving a higher share of issues.
Results
Time saved60%
Volumearound 30 minutes per ticket on average
Grounding & classification
Source type: vendor customer story
26 fields verified against source quotes.
ai agentdocument classificationknowledge searchragknowledge basesupport tickethuman review describedmetric backednamed customerproduction runtime claimedtools describedworkflow describedlogisticsautomation ratecycle time reductionerror reductiontime savedvendor customer storyit supportticket triageextract classify routehuman review queueintake to triage