Gelato saved 120 hours a week automating support triage
The print-on-demand platform used Gemini to triage engineering tickets and categorise support errors.
The Business
The print-on-demand platform used Gemini to triage engineering tickets and categorise support errors.
Gelato · Europe · 1,000+ employees.
Before AI
Engineering support tickets were triaged manually, with assignment accuracy around 60%.
What Changed
Gelato trained Gemini on Vertex AI to triage tickets and categorise 120+ error types, and uses agents for SKU mapping and carrier onboarding.
The Result
Reported 120 hours of manual work saved per week and ticket-assignment accuracy improved from 60% to 90%.
Why this matters
Routing is a quietly huge cost.
Deciding who handles what — tickets, leads, claims, cases — eats time in most organisations.
Automating triage is a low-glamour, high-return pattern that's easy to overlook.
Technology Used
Used for:
Source
Results are reported by the identified source/company and have not necessarily been independently verified by AI YAI YAI.
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