Italgas’ AI Factory and the Future of Gas Distribution

At Italgas, Europe’s leading gas distributor both by network size and number of customers, we are spearheading digital transformation through a state-of-the-art, fully-fledged Databricks Intelligent platform. We first achieved 50% cost reduction and a 20% performance boost migrating from Azure Synapse to Databricks SQL and ensured that 100% of workloads are governed by Unity Catalog. Now we have 41ML/GenAI models in production: e.g., AI Customer Complaint Resolution. In AI ICT ticket resolution case, Lakeflow connector with ServiceNow allowed to halve the development time (eliminating DataFactory) and an automatic resolution of 40% of cases. Genie Dashboards and self-BI is used by 80% of our employees, while Genie allows the grid control-room operators to analyze network status data in natural language. Finally, our AI faculty will spread and boost AI literacy across the board and empower employees.