Verizon gave 10,000 field technicians a generative AI assistant and cut average response times by 40%
Verizon is one of the largest telecommunications companies in the world, and its field technicians keep the network running. A generative AI assistant built on SurrealDB now gives 10,000 of them instant access to documentation, outage updates and troubleshooting workflows.
Challenge
A field technician's day is spent at customer sites and on infrastructure, and the documentation, outage information and workflows they need lived across several platforms. Finding the right procedure in the field was slow, and retrieval was inconsistent from one system to the next.
Slow answers meant slow fixes. Extended resolution times reduced customer satisfaction and raised the risk of churn, at a scale where a few minutes per job compounds across thousands of technicians.
Onboarding carried the same cost. New technicians needed months to learn the processes and the systems that held them before they were fully productive.
Solution
Verizon built a generative AI assistant on SurrealDB as its unified data platform. Relational, document and graph data were merged into one platform, so the assistant retrieves knowledge and workflows from a single source rather than several.
Live outage and service disruption data flows into the same platform, so a technician asking about a fault gets the current state of the network, not yesterday's.
The assistant also powers learning paths, so a new technician learns processes by asking rather than by months of study.
Results
Resolution times down 40%
Average response times dropped by 40%, restoring service faster.
Technician productivity up
Less time searching means more jobs completed per day, more than a thousand across the workforce.
Training costs halved
Automated knowledge-sharing cut training spend by 50%.
Better customer retention
Faster service and stronger technician performance improve customer retention.
