AI assistant empowering 10,000 technicians

Verizon used SurrealDB to build a generative AI assistant that serves 10,000 field technicians with instant access to documentation, outage updates, and troubleshooting workflows, improving field operations at scale.

IndustryTelecommunications

Technicians served10,000

01 |KEY CHALLENGES

What they needed to solve

The technical and operational hurdles the team faced before adopting SurrealDB.

Inefficient knowledge access

Field technicians struggled to find critical documentation and workflows, delaying resolutions.

Disparate data systems

Technical information lived across multiple platforms, making retrieval inconsistent and slow.

Service downtime

Extended resolution times reduced customer satisfaction and increased churn risk.

Onboarding challenges

New technicians required months of training to learn processes and systems.

02 |SOLUTIONS

How SurrealDB helped

The architecture decisions and SurrealDB capabilities that addressed each challenge.

Generative AI integration

Built an AI assistant on SurrealDB's unified data platform for instant access to knowledge and workflows.

Unified data models

Merged relational, document, and graph data into a single platform to simplify retrieval.

Real-time updates

Delivered live outage and service disruption data so technicians can respond faster.

Simplified training

Provided AI-powered learning paths to reduce onboarding time and improve readiness.

03 |RESULTS

The impact

Measurable outcomes delivered after moving to SurrealDB.

40%

FASTER

Faster issue resolution

Average response times dropped by 40%, restoring service faster.

1,000+

Enhanced technician productivity

Less time spent searching for information enabled more jobs completed per day.

↓50%

TRAINING COSTS

Reduced training costs

Automated knowledge-sharing cut training expenses while boosting competency.

↑

Higher customer retention

Faster service and better technician performance improved customer loyalty.

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