ROSSMANN uses ServiceNow AI agents to cut store service request handling to under five seconds for certain services

ROSSMANN, the German drugstore chain, uses the ServiceNow AI Platform to cut the handling time of store service requests for certain services from several minutes to under five seconds. According to the ServiceNow announcement of 28 April 2026, ticket routing accuracy improved from 56% to 94% across more than 800 stores, and ServiceNow replaces ROSSMANN's phone-based processes with six autonomous AI agents. ROSSMANN's first autonomous AI agent for its retail operations handles store requests end to end, from classifying the problem through image and barcode analysis to fully documented case routing. First data confirm clearly shorter handling times, and ROSSMANN saves 1,500 working hours across its service area, with a target of raising this to 10,000 hours. The family-owned company is bringing these functions together under the ROSSMANN Servicewelt and extending the Now Platform beyond IT service management into HR Service Delivery, IT Operations and Asset Management, plus further modules for retail operations. In total ROSSMANN deploys six AI agents, covering everything from intelligent routing to pre-checks, to support autonomous problem resolution and sensor-driven operations across the store network. Christian Metzner, Managing Director HR & IT at Dirk Rossmann GmbH, said that with AI voice assistants ROSSMANN employees can resolve problems by voice command in their native language, and that the company started with a single assistant.