Beyond AI Search: Service Leaders Talk Resolution Intelligence for Tech Support at TSIA

At TSIA World INTERACT in Orlando, Neuron7 took the stage alongside service leaders from Keysight Technologies and Ciena to explore a central challenge: how to move beyond AI search to unlock accurate, scalable resolutions in increasingly complex service environments.

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The session kicked off with an introduction and an important question delivered by TSIA's Vele Galovski: "What if you knew what you knew?"

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That theme carried through the conversation, as panelists shared what it takes to achieve value from AI—starting with better knowledge capture, guided resolutions, and actionable insights.

Ciena: Moving from AI Search to Structured Guidance

Stephan Gelinas, VP of Global Customer Care, shared how Ciena is evolving from using AI search to full Resolution Pathways. Ciena began with AI search for high-volume cases backed by strong documentation, then moved to focusing on Resolution Pathways that support more complex, lower-volume issues.

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The biggest shift? Empowering field techs with guided steps to solve problems without deep product knowledge.

“We saw great results in support, but the real opportunity is in the field—delivering turn-by-turn resolution steps to the people on-site."
_{Stephan Gelinas, VP of Global Customer Care}

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Since deploying AI in tech support, Ciena has seen:

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• 44% improvement in case resolution time
• 14-point increase in customer satisfaction scores
• 50% case deflection, with AI suggesting resolutions before cases are submitted

Keysight: From Knowledge Retention to Multichannel AI

John Page from Keysight Technologies described how their journey started with a different problem: knowledge loss due to retiring experts.

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Now, AI is embedded across the organization—answering 23% of support calls instantly via Neuron7-powered portals, capturing SME knowledge as step-by-step repair workflows, and automating everything from email triage to global service center responses across 30 countries.

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“With all the product complexity we face, we can’t rely on history alone. Resolution Pathways let us capture expert steps and guide others through them in real-time."
_{John Page, President, Global Services, Keysight}

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With a comprehensive Service AI strategy in place, Keysight is seeing:

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• 90%+ Resolutions Known to AI
• ‍100% User Adoption​
• 50% faster issue isolation

Frequency/Complexity Quadrant: Where Resolution Gets Stuck

In the session, the panel explored where AI should focus based on issue type and mapping them against the key issue quadrants.

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In a live survey, session attendees were asked: Which issue quadrant is most important to solve in your organization?

The survey results showed where the audience feels they face the biggest challenge: 

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• High Frequency / High Complexity: 63%
• High Frequency / Low Complexity: 58%
• Low Frequency / High Complexity: 45%
• Low Frequency / Low Complexity: 12%

Key Takeaways

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• AI initiatives succeed when built on AI-driven knowledge foundations
• Field teams benefit most from structured, guided resolution workflows
• Cross-silo knowledge sharing is critical in high-complexity environments
• Start with your top issues. If you can resolve those accurately, everything else follows

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Neuron7 customers made it clear: AI in service isn’t about answering questions faster. It’s about resolving them—with accuracy, transparency, and speed.

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