Highlights from TSIA World INTERACT

Results and User Experience at Ciena

• “The people who really know how to support our products, sooner or later they’re going to walk away. With Neuron7 now learning, we have an AI employee that can answer a lot of those questions.”

• “Neuron7 decreases calls and increases our deflection rate at the same time. At the end of the day, the customer is happier, but our people are also happy because it is an internal facing solution as well.”
• “People have been attaching articles to cases for years before we started with Neuron7. The idea is now that Neuron7 selects the article which is provided to the customer and they are going to go away saying, ‘great, thank you’. That’s a paradigm shift. We’re now providing information on a silver platter.”

"At the end of the day, the customer is happier, but our people are also happy because it is an internal facing solution as well.”

_{Chandan Banerjee
Director, Global Services Digital Innovation, Ciena}

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Transforming Support at Keysight

• “Over the last nine months we have integrated Neuron7 into our tech support environment. We use it for all cases coming into our facilities globally and it allows us to immediately find out the product area. By doing it in that way, we are getting customer solutions so much faster and making sure it’s really the first contact resolution.”
  

• “We’ve had over 60,000 cases on the tech support side already going through this process. On the technician side, it’s been about 8,000 work orders that we’re seeing coming in the door. All of our tech support teams as well as our technicians within the activated offices are using it.”
  

• “Adoption has been really strong and we’re really feeling like this is allowing us to be much more efficient and really drive a much higher customer satisfaction.”

"By doing it in that way we are getting customer solutions so much faster and making sure it's really the first contact resolution.”

_{Donna Majcen
VP and GM Global Services Portfolio, Keysight}

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