Highlights from Service Council Executive Symposium

Service Council Chicago: Lessons, Recognition, and a Look Ahead

The Smarter Services Executive Symposium in Chicago brought together service and support leaders from across industries to share challenges, breakthroughs, and bold ideas shaping the future of service.

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The Neuron7 team connected with customers, presented new capabilities, and was honored to be named Best Overall Solution in the Tech Showcase.

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Throughout the week, Neuron7 customers were the real highlight. Sarah Rose of Daktronics, Scott Day of Crane 1, Stephan Gelinas of Ciena, and Dan Fechalos of Burroughs showed what Service AI success looks like: faster onboarding, smarter parts decisions, and higher resolution accuracy where it matters most.

Best Overall Solution Award

At the Tech Showcase, Neuron7 previewed its next evolution: the first-ever deterministic service agent. This is not another chatbot. It delivers real answers and proven resolution paths.

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Built to scale across products, service lines, and geographies, Neuron7’s agentic capabilities simplify service with AI that learns, adapts, and guides.

Customer Insights from the Front Lines

Build with Service at the Center

Service leaders agreed that AI only succeeds when it’s grounded in outcomes that matter to the business. That means defining the right KPIs early, gaining executive alignment, and tying success to metrics leadership understands.

"At TKE, it was about improving profitability by first-time fix rates. At Crane 1, we’re an inspection service, so it’s really about getting confidence in customers and making sure the CFO understands that.”

_{Scott Day, Chief Operating Officer, CRANE 1}

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Put AI Where the Work Happens

AI needs to be embedded directly into the tools that teams already use. And helps them do their best work.

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Leaders warned against bolt-on solutions that require context switching or introduce unnecessary complexity.

"This tool is not here to reduce head count or eliminate engineers. In the three years that we've implemented AI, we’ve yet to let one engineer go because of this technology. They've all been able to shift to different types of cases.”

_{Stephan Gelinas, VP Global Customer Care, Ciena}

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Faster Onboarding, Smarter Troubleshooting

With technician turnover high and complex products requiring months to master, leaders like Sarah Rose at Daktronics emphasized the importance of guided troubleshooting to reduce ramp time and ensure process consistency.

"It would take up to six to 12 months to onboard technicians into these areas. We needed a way to faster onboard them. Guided flows will guide people to the right way to troubleshoot products so new technicians are actually navigating the way we want, not a learned behavior.”

_{Sarah Rose, VP Global Services, Daktronics}

Real Results from Production AI

In insightful sessions with leaders that have moved beyond theory into practice, Neuron7 customers shared hard numbers that show what AI looks like in full production:

Deterministic AI vs. Guesswork

Across the event, one theme rang clear: generic AI tools do not cut it in complex, technical service.

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Neuron7’s deterministic AI avoids the pitfalls of probabilistic guesswork, delivering repeatable outcomes based on known patterns. Not hallucinated answers.  

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Leaders described this as the key to building technician trust, maintaining safety and compliance, and scaling knowledge across a distributed workforce.

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"At any given time, about 25 percent of my workforce is working the field for less than one year. The question is how do you aggregate the millions of data points down to a usable item for the technician? That’s really where we sought out the solution from Neuron7. To help drive what we call speed to competency and speed to confidence.”

_{Dan Fechalos, Chief Operating Officer, Burroughs}

The Bottom Line

Neuron7 did not get here by chasing hype. We got here by solving real workflow problems in complex service environments.

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Thank you to the service leaders pushing the boundaries with us. Together we are making service faster, smarter, and more scalable.

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The future of Service AI is already here.

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