Transforming Service at Daktronics with AI-Powered Resolution Pathways

In a recent webinar, Neuron7 was excited to partner with Sarah Rose, VP Global Service at Daktronics, to explore how AI is reshaping service delivery. The conversation dug into real-world strategies for boosting technician efficiency, scaling self-service, and closing the loop between service and engineering.

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Check out highlights from the session below and watch the full webinar to hear firsthand how AI-driven Resolution Pathways are reshaping service operations at Daktronics.

The Challenges of Driving AI Adoption in Service

Service leaders today face mounting challenges—rising product complexity, technician turnover, and an overwhelming volume of service data. AI has the potential to address these issues, yet 80% of AI initiatives fail to deliver meaningful ROI (RAND Corporation).

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For Daktronics, the need to onboard technicians faster, reduce case resolution times, and improve first-time fix rates led them to invest in AI-powered Resolution Pathways. Sarah emphasized that their goal is to empower employees, not replace them, ensuring technicians have the right knowledge at the right time to better serve customers.

Tapping AI to Drive Service Transformation

Daktronics is directing their AI efforts toward measurable improvements across their service organization. By targeting high-impact areas, they’re aiming to boost efficiency, technician performance, and customer satisfaction—starting where it matters most for both employees and customers:

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• Faster technician onboarding – 70% of their technicians were new, making AI-driven knowledge access crucial for ramping up speed and confidence.
• Reduced case resolution time – With complex service cases averaging 30-45 minutes, even small time savings translate into significant operational efficiency.
• Higher first-time fix rates – Guided workflows ensure technicians follow the most effective troubleshooting steps, reducing repeat visits.
• Expanding AI for self-service – The same AI-driven resolution flows that guide technicians are being adapted to help customers troubleshoot independently.

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“We needed a way to surface the right knowledge at the right time, reduce troubleshooting inefficiencies, and enable both technicians and customers to resolve issues faster.”

_{Sarah Rose
VP Global Services, Daktronics}

Building a Business Case for AI in Service

The session revealed how Daktronics successfully gained leadership buy-in for AI investments, with practical insights on what resonated most with executives:

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• Educate and align stakeholders – Early discussions focused on security, data governance, and AI’s role in service.
• Start with high-impact areas – Instead of attempting AI transformation all at once, Daktronics targeted a single high-volume product to prove ROI.
• Balance soft and hard ROI metrics – Initial benefits included efficiency gains and knowledge capture, but the real impact came from measurable reductions in truck rolls, call deflection, and resolution time.

Guided Workflows: A Game Changer for Service and Engineering

AI-driven Resolution Pathways aren’t just improving service team efficiency—they’re closing the loop between service and engineering. By tracking real-time usage data, Daktronics can now:

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• Identify recurring failure patterns and proactively improve products.
• Ensure technicians follow the most effective troubleshooting paths instead of taking inconsistent approaches.
• Capture customer-reported issues that don’t always result in a repair, providing critical feedback to engineering teams.

Takeaways for Service Leaders

A major theme from the session was the power of tracking and refining resolution workflows—unlocking continuous improvement in both service delivery and product innovation. Key takeaways for service leaders:

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• AI isn’t a silver bullet, but it delivers real impact when focused on the right areas.
• Start small and prove ROI—target high-volume service cases first.
• AI-driven workflows don’t just support technicians, they also improve self-service.

Getting Started

Neuron7’s Smart Resolution Hub is enabling service leaders like Sarah to scale AI adoption effectively, bridging the gap between service and engineering while delivering faster, more accurate resolutions.

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Watch the full webinar now to see the AI-driven Resolution Pathways in action.

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Want to learn how AI can drive real service transformation? Visit our AI Strategy Resource Center and book a consultation with one of our experts today.

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