Case Study: Ciena boosts self-service and faster resolutions with Neuron7

How Ciena improved efficiency by deflecting calls for recurring issues

Ciena, a global telecommunications company, was facing a challenge with its technical support, logging over 7,000 annual cases for simple issues despite having a robust knowledge base. To innovate and find a better way to handle these cases, Ciena partnered with vendor Neuron7 and leveraged its AI platform for service resolution intelligence.

Neuron7 analyzed Ciena's existing knowledge base and past support cases to identify the single best resolution for each issue. This provided call center agents with "one right answer," which was then automated for customer self-service via chat and portals. The solution delivered by Neuron7 resulted in a 14% increase in customer satisfaction, 46% faster resolutions, and a 50% increase in successful call deflection.

Ciena