Dirk Rossmann GmbH, which operates more than 4,600 stores and employs over 62,000 people, has been running the deployment across roughly 800 locations. The numbers released today show ticket routing accuracy rising from 56% to 94%, and 1,500 person-hours saved in service operations to date. The company has set a target of 10,000 hours.
The system handles requests end-to-end: from issue classification using image and barcode analysis through to case routing and documentation. Store staff submit requests rather than making calls; the AI agents process them without human intervention at the routing layer.
Every second matters in a store. With AI Voice Agents, ROSSMANN's store associates will be able to resolve issues hands-free, in their native language
Rossmann is expanding the scope beyond its initial IT service management use case under the ROSSMANN Servicewelt programme, adding HR Service Delivery, IT Operations, Asset Management, and further retail operations modules. The six-agent deployment covers intelligent routing and triage, autonomous resolution, and sensor-driven operations across the store estate.
Rossmann demonstrates that operational AI delivers measurable competitive advantage today
ServiceNow (NYSE: NOW) counts more than 95 billion workflows running on its platform annually.
