AI assistant empowering 10,000 technicians
Industry:
Telecommunications
Technicians served:
10,000
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.
Key challenges
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.
Solutions
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.
Results
Faster issue resolution
40%
Average response times dropped by 40%, restoring service faster.
Enhanced technician productivity
↑ JOBS/DAY
Less time spent searching for information enabled more jobs completed per day.
Reduced training costs
↓ 50%
Automated knowledge-sharing cut training expenses while boosting competency.
Higher customer retention
↑ RETENTION
Faster service and better technician performance improved customer loyalty.
