Cisco improves support case management with Cisco AI
The Cisco Support Case Management team built a scalable, AI-optimized database cluster spanning multiple data centers resulting in faster case resolution, cost savings, and seamless AI model training.
The Cisco Support Case Management team needed to efficiently store and process massive volumes of growing data to train AI models that would help to resolve customer issues quickly.
Challenge
The Cisco team struggled to strike the right balance between building a highly scalable and reliable database cluster while ensuring cost and operational efficiency— all in order to help them to deliver fast and effective case resolution.
To deliver the best possible customer experience, the team needed to efficiently store and process massive volumes of data— data that would also fuel and train AI models for critical automation solutions.
These workloads demanded real-time data access, rapid processing, and uninterrupted availability.
Traditional approaches to high availability relied on separate clusters per data center, leading to significant costs for initial set up, maintenance, and more.
Solution
The team built a highly available, scalable, and AI-optimized database cluster spanning multiple data centers, leveraging Cisco data center and network power.
Cisco Application Centric Infrastructure (ACI): Offered a policy-driven, software-defined network, ensuring optimized routing, low-latency communication, and workload-aware traffic management between data centers.
The team reduced resolution time from hours/days to just minutes by enabling real-time AI-powered automation.
Reduced costs by 50%
By eliminating redundant clusters, the team reduced both infrastructure and licensing costs by 50% per quarter.
Seamless AI model training
The cluster provides scalable, high-performance indexing for continuous AI learning and automation improvements.
Future-ready scalability
The cluster is designed to handle growing AI workloads, ensuring that as data scales, the infrastructure remains efficient and cost-effective.
Additional insights
Cisco's high-performance data center paved the way
"Cisco's high-performance data center networking laid a strong foundation for building the multi-data center stretch single database cluster."
Saravanaselvan Senguttuvan, Technical Systems Architect
Cisco
Powering automation at scale
"By implementing these AI-focused optimizations, we ensured that the case management system could power automation at scale, reduce resolution time, and maintain resilience and efficiency."
Khalid Imran, Tech Systems Engineering Technical Leader
Cisco
Comprehensive infrastructure for AI
"By rethinking traditional high availability strategies and leveraging Cisco’s cutting-edge data center technology, we created a next-gen case management platform—one that’s smarter, faster, and AI-driven."
Saravanaselvan Senguttuvan, Technical Systems Architect
Cisco
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