AI integrated into GLPI: Automate and optimize your IT support

IT support is currently at a crossroads. As the pace of digital transformation accelerates, CIOs and support managers face a major challenge: handling a growing volume of requests while ensuring optimal responsiveness. In this context, the solution no longer lies in constantly increasing staff numbers, but in the intelligence of your management tools.

By integrating AI directly into your ITSM tools and processes, you gain a powerful tool to lighten your teams’ workload and boost their productivity. Today, the most significant innovation lies in the native integration of AI into the core of your ticketing tool—such as GLPI—to support your technicians in their day-to-day work.

Ticket volume: the challenge facing IT support

Far from being simply inevitable, the rise in service requests calls for a new approach to work organization. Market indicators highlight the scale of the challenge: according to the Gitnux 2025 study, 56% of support managers identify ticket volume as their top priority. This finding is echoed by the HDI, which notes that 46% of support centers still experienced an increase in requests last year.

Beyond the numbers, it’s the human factor that’s at stake. On average, a technician spends more than 20% of their time searching for scattered information or drafting repetitive responses. This mental overload directly affects team morale and can slow down the onboarding of new employees.

In this context, AI is emerging as an effective tool for automating your processes and reducing the workload on your teams. Among the game-changing applications, deploying a chatbot enables common requests to be resolved completely autonomously, without involving your technicians. For cases requiring human expertise,native integration directly into your ITSM makes all the difference, placing it right at the heart of your teams’ daily work.

Native AI at the heart of GLPI

Developed in collaboration with Teclib’ (the publisher of GLPI), the solution Wikit Semantics integrates generative AI directly into your usual GLPI interface to become a true co-pilot for your technicians. The goal is not to add more tools, but to make your existing work environment more efficient. With a single click, the AI agent activates to generate structured, professional response suggestions.

This practical support translates into high-value-added business features:

• Summary of complex conversations: Instantly summarize a long thread for immediate ticket follow-up without losing any information.
• Automatic classification: Analyze, categorize, and route the ticket to the appropriate department as soon as it is received to optimize dispatch.
• Technical Translation: Breaking down language barriers for international requests with the same precision as a local request.
• Response Generation: Generate a structured, customized solution based on your documentation with a single click.

AI in GLPI: quick and easy to set up

People often assume that integrating artificial intelligence into an ITSM ecosystem is a complex and time-consuming project. With the Wikit Semantics x GLPI plugin, the approach is radically different because it prioritizes operational simplicity.

Integration is seamless via your usual GLPI administration interface. The plugin enables a secure connection to your existing sources (SharePoint Online, FAQs, technical documentation) so that the AI can draw on already structured knowledge. Once configured, the AI button becomes active immediately in the ticket interface.

There’s no need to switch windows or copy and paste from a third-party tool: the intelligent features are seamlessly integrated into the technician’s workflow, ensuring immediate adoption without a tedious learning curve.

The Benefits of GLPI AI for Your Ticketing System

The integration of generative AI into GLPI is transforming support management by delivering measurable results across three strategic areas:

• Productivity: a tangible reduction in the volume of tickets and a decrease in the per-ticket processing cost thanks to the automation of drafting and research tasks.
• Added value: support teams freed from repetitive tasks so they can focus on complex, high-value cases.
• Simplicity: Seamless integration into your existing GLPI environment, ensuring immediate adoption with no learning curve.

Integrated into your GLPI platform, artificial intelligence offers a unique opportunity to transform your IT support. By choosing a native solution like Wikit, you’re opting for responsible, secure, and immediately operational innovation to meet the challenges of tomorrow.

AI in the Service of Technicians

One of the major challenges facing CIOs is combating ShadowAI—the unregulated use of tools like ChatGPT to manipulate sensitive data. Wikit addresses this issue with a structured, sovereign, and secure approach.

Here, AI is a tool to assist, not to replace. The goal is to relieve technicians of repetitive tasks while giving them full control: the technician reviews and adjusts each suggestion before it is sent.

When it comes to security, the architecture is second to none. Each organization can configure its own AI engine, and by default, no data is sent outside the company’s environment. It’s the ideal safeguard for protecting your digital assets while providing your employees with a reliable, high-performance tool.

AI: The New Standard in ITSM

Artificial intelligence is ushering in a new era for ITSM, offering an unprecedented opportunity to transform your IT support operations for the long term. By natively integrating AI into the core of GLPI, Wikit enables CIOs to turn a challenge (the volume of tickets) into a strategic, secure, and immediately operational opportunity.

What does this mean for your organization? On the one hand, you’ll regain agility thanks to a drastic reduction in ticket volume and optimized processing costs. On the other hand, you’ll enhance the value of your human capital: your technicians, freed from repetitive tasks, can return to their role as experts handling complex cases and high-value-added projects.

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