Splunk helped the Cisco AI Assistant for Support grow into a foundational component of CX, assisting with over a million cases and achieving 93% customer satisfaction to date.
The Cisco AI Assistant for Support was created to help engineers detect and solve customer issues, but it needed to scale reliably to meet the growing demand.
Challenge
As the Cisco AI Assistant for Support took on an increasing number of cases, the level of complexity and volume outgrew the methodology in place for monitoring its workflows. Engineers needed a way to scale the solution to grow with demands.
Existing methodology became insufficient as demand of operations increased.
Identifying where, when, and why something went wrong became a time-consuming challenge for the people operating the AI Assistant for Support.
Solution
Cisco implemented Splunk Enterprise which offered a robust and scalable solution for monitoring and logging. It enabled more efficient data management and troubleshooting and had the ability to ingest high volumes of data at high rates to support operations.
Splunk dashboards allow for quick access to case histories and workflow logs, saving the TAC engineers overwatching the processes time on case reviews to deliver faster than ever customer support.
Reduced complexity
Simple interface and shared dashboards allow for faster Mean Time To Detection (MTTD) and Mean Time To Resolution (MTTR), as well as easier onboarding and training for new employees.
Scalability and efficiency
The AI Assistant for Support has become a critical component of Cisco TAC, providing the scalability and efficiency needed for operations.
Proactive Monitoring
Splunk ensures all APIs are fully functioning and monitors logs to alert users of potential issues that could impact its ability to operate, allowing for quick remediation before customer experience is impacted.
Additional insights
A game changer
"The addition of Splunk to our AI Assistant for Support not only saves us time, but makes onboarding and training of our new engineers easier and more efficient with the simplicity of operations."
“Splunk provides unparalleled levels of visibility and traceability throughout the entire complex ecosystem which makes up our AI Assistant for Support. Should we need to investigate anything, we have immediate access to the entire flow of logs and operations on a case, allowing us to pinpoint issues in seconds.”
David White
Distinguished Engineer
Cisco
Scaling for the future
“The AI Assistant for Support radically transformed how we support customers digitally, but in a human-like way at massive scale."
"The AI Assistant for Support has allowed TAC to scale well beyond its standard means and provide elite customer service to every customer who opens a case. Combining cutting edge AI technology, decades of TAC knowledge, and amazing innovation has created a platform that will stand the test of time. Adding Splunk to that platform has empowered the human team to work at lightning speed."
Gonzalo Salgueiro
Distinguished Engineer
Cisco
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