How Ciena uses Neuron7.ai to enable customer self-service
Goal: Enable self-service for simple issues
Despite robust knowledge base articles and search engines, Ciena logged 7,000+ support cases each year for simple issues that should have been easily resolved. Service leadership wanted to innovate and find a better way with AI.
What’s Next: Continually improving service data
Ciena is using Neuron7.ai to create continuous learning through feedback loops, enrich metadata with large language models (LLMs), and analyze technical documentation. This will power the resolution of more complex cases and enable a shift to predictive service.
Resolve issues faster with AI that understands your service data and continually learns as you use it.