In this exclusive webinar, discover the Schmidt Group’s real-world experience with modernizing its support services. Faced with an ever-increasing volume of user support requests, the project management team chose to leverage the power ofartificial intelligence to streamline its incident handling process. Through this case study, explore how integrating intelligent, connected virtual assistantsoptimizes the day-to-dayemployee experience while enhancing the IT department’s operational efficiency.
Key Takeaways from This Webinar
- Two needs, two solutions: the successful implementation of two distinct and perfectly tailored AI support chatbots, each addressing specific business and technical use cases within the Schmidt Group.
- Native ITSM integration: Seamless integration of Wikit’s virtual assistants with the IWS (Isilog) IT service management and ticketing tool to automate request management.
- Increased efficiency for the IT department: a significant reduction in Level 1 (L1) support requests, allowing support teams and IT technicians to refocus on high-value-added tasks.
- Modernizing support: an immediate improvement in employees’ access to information, available 24 hours a day, 7 days a week, with no wait time.
In this case study led by Wikit, Stéphane HESLER, Head of the Retail IT Support and Deployment Division at the Schmidt Group, shares the methodology and results of this transition to AI-enhanced support:
1. Addressing the Challenges of User Support in the Age of Generative AI
Organizations are facing a steady increase in internal requests (HR issues, IT incidents, hardware requests). To address this without overwhelming support services, the Schmidt Group has adopted a “Shift Left” approach: bringing incident resolution as close as possible to the user through self-service and intelligent automation.
In this case study, Stéphane HESLER, Head of the Retail IT Support and Deployment Division at the Schmidt Group, shares the methodology and strategic vision that guided this transition to AI-enhanced support.
Organizations are facing a steady increase in internal requests (HR issues, IT incidents, hardware requests). To address this without overwhelming support services, the Schmidt Group has adopted a “Shift Left” approach: bringing incident resolution as close as possible to the user through self-service and intelligent automation.
2. Seamless integration with IWS ITSM
One of the key factors in this project’s success is the Wikit platform’s ability to integrate natively with the group’s existing ITSM tool, IWS. Thanks to this synergy:
- The chatbot automatically classifies and sorts requests.
- Tickets are automatically created, documented, and assigned in the ITSM system when escalation to a technician is required.
- IT teams have access to a clear history and suggested diagnostics to speed up resolution.
The platform’s no-code approach has also enabled the Schmidt Group’s teams to design and evolve their AI assistants in an agile and fully autonomous manner, while ensuring complete security and sovereignty over the company’s data architecture.
3. Tangible results: a decrease in incidents and a shift in channels
The impact of AI deployment is reflected in particularly compelling key performance indicators (KPIs), demonstrating widespread adoption and increased operational efficiency.
The tool now has more than 2,000 active users per month and is seeing steady growth, with more than 3,000 conversations per month. Beyond the numbers, the IT department has noted significant time savings in knowledge management as well as in maintaining the support teams’ skills on a day-to-day basis.
Changes in the Breakdown of "Tickets" Inbound Channels
The introduction of the AI assistant has profoundly transformed employees’ habits, relieving pressure on the traditional phone support channel in favor of self-service:
| Inlet channel | Without the AI chatbot | With the AI chatbot |
| Phone | 85% | 50% |
| 15% | 3% | |
| Chatbot | 0% | 47% |
Structural Decline in the Number of Incidents
As evidence of the preventive effectiveness and relevance of the AI-generated responses, the overall number of incidents has dropped significantly, despite the network’s expansion and a steadily increasing number of stores:
- 2024 vs. 2023: a 10.7% decrease in the number of incidents.
- 2025 vs. 2024: a 12.4% decrease in the number of incidents.
