United StatesTechnology and telecom2022 – ongoingCisco
AI Assistant for Support
Cisco's support assistant handled hundreds of cases daily with 93+% customer satisfaction
Problem
Outages and security vulnerabilities caused support demand to surge. Cisco needed to resolve routine cases without overwhelming technical support engineers.
Approach
Cisco engineers began building the assistant in 2022. It analyzed incoming cases through the routing system and answered suitable requests directly in customers' preferred languages. Cisco added Splunk logging when daily volume grew beyond what staff could troubleshoot manually.
Results
Takeaway
As the assistant handled more cases, tracing its actions became an operational requirement.
Categories
- Size
- Large enterprise
- Industry
- Technology and telecom
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AIAI agents
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
Cisco described an assistant that selected suitable incoming support cases and responded directly. It reported hundreds of cases daily and a 93+% satisfaction score, with Splunk supporting workflow monitoring.
Full details are in the original sources.