Highlights from TSIA

Neuron7 showcased Service Resolution Intelligence to a global audience of technology service leaders at TSIA, Oct. 21-23, 2024.

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Throughout the event, from packed booth demos to insightful hallway conversations, service leaders expressed a need for AI solutions, though many are still seeking guidance on where to begin.

Neuron7 customers Ciena, Keysight, and Daktronics joined Neuron7's panel session to share the transformative effects of AI.

Results and User Experience at Ciena

Chandan Banerjee, Director, Global Services Digital Innovation, shared how AI is empowering engineers to resolve issues faster at Ciena. Highlights included:

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• “We help them by developing AI that's smart enough to be their assistant and say, 'how about this single answer…do you still want to inject the case in?’ It was a matter of pushing the needle towards self service.”

• “We wanted our engineers to accelerate getting minor cases done quickly. To shorten the resolution cycle and improve their experience, we have highly accurate AI that provides the top answer so they can move on to the next issue.”
• “If you give them what we've developed with Neuron7, the top answers and the history of their usage, they gain confidence in using it...that impact on resolution time is extremely important.”

"We've had a 50% increase in explicit deflections. As for the customer experience, they can walk away with the right answer in seconds and move on with their day.”

_{Chandan Banerjee
Director, Global Services Digital Innovation, Ciena}

Transforming Support at Keysight

John Page, President Global Services at Keysight, discussed the impact of AI on deflecting cases, the importance of integration into existing CX platforms, and more. Key takeaways included:

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• “We've got 10K support cases per year. We put Neuron7 on the portal and now we're deflecting 3K cases. Once we roll this out to email, we'll be doing 30K cases in deflection. That's a third of the volume that basically disappears.”
  

• “You've got to capture the data. You've got to capture it efficiently. There are a number of things we've done with Neuron7 to make sure that we can capture those things cleanly.”
  

• “My team spends all day in Salesforce. If they have to pivot chair to another screen, it's not going to happen…the key was making it seamless so they can keep doing their job and capture the data in the first place, the right way. That's huge.”

"This makes the customer happier and now my table support people can focus on the bigger jobs and taking better care of those folks, which is a tremendous accomplishment.”

_{John Page
President Global Services, Keysight}

The Future of Service at Daktronics

Sarah Rose, Vice President Global Services at Daktronics, walked through AI solution selection priorities, creating a transformative shift to self service, and more. Core insights included:

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• “As we move forward with Neuron7 to capture information, we can provide it back to engineering to make product changes that will result in less technical support calls.”
  

• “One of the selling points for me was that Neuron7 was embedded within our system. The whole reason we moved to a single system was people swiveling. I wasn't going to introduce a technology that was going to increase that swivel.”
  

• “We're working with Neuron7 on flows that would enable us to integrate logical troubleshooting and then embed that knowledge…when they get to a point of trying to understand what's happening, we bring in AI and say, based upon the last thousand times this happened, 90% of the time this solves the situation.”

"It's not only helping our technicians, it's going to help our customers as we transition towards self-service and it's going to help our products become better.”

_{Sarah Rose
Vice President Global Services, Daktronics}

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