Geodis: Improving IT support efficiency with AI agents in Dataiku

Geodis's global IT service desk resolved only about half of tickets at Level 1, with frequent misclassifications causing escalations, even though useful resolution knowledge existed across past tickets and documentation. Geodis built an AI IT Support Agent in Dataiku, integrated into ServiceNow, that classifies issues, predicts the correct support level/group, finds similar historical tickets, and suggests resolution steps for a support team to apply with one click. Ticket assignment sped up 60% and each ticket saved about 30 minutes through faster resolution and fewer reassignments, improving Level 1 resolution rates and reducing escalations. Maxence Chaigneau of Geodis said the agent helps teams work more efficiently by 'bringing the right information to the right place at the right time.'

Dataiku is a low-code/no-code AI platform whose Prompt Studios and LLM Mesh let teams prototype and A/B-test candidate LLM approaches before committing to a production workflow.

This sits in the Design & Stress-Test stage of the AI use-case lifecycle: Named examples from the tools pharma teams use to scope, prototype and benchmark an AI use case before committing to build it — data-catalog, sandbox and evaluation platforms.