Industry: Telecommunications
Technicians served: 10,000
Verizon turned to SurrealDB to build a generative AI assistant to support its 10,000 field technicians. With SurrealDB's unified data platform, technicians gain instant access to technical documentation, real-time outage updates, and troubleshooting workflows, significantly improving field operations.
Field technicians struggled to access critical documentation and troubleshooting workflows, leading to delays in resolving issues.
Technical information was scattered across multiple platforms, making it difficult to retrieve up-to-date and relevant details.
Extended resolution times negatively impacted customers, resulting in lower satisfaction and increased churn rates.
New technicians required months of training to familiarise themselves with the company's processes and systems.
Built a generative AI assistant on SurrealDB's unified data platform, offering technicians instant access to documentation, outage updates, and workflows.
Combined relational, document, and graph data into a single platform, reducing the need to switch between multiple systems.
Ensured technicians received real-time information on outages and service disruptions, allowing them to respond faster and more effectively.
Used AI-powered insights to provide personalised learning paths for new technicians, reducing onboarding time by 50%.
Average response times were reduced by 40%, leading to quicker service restorations and improved customer satisfaction.
Technicians spent less time searching for information, enabling them to complete more jobs per day.
By automating knowledge-sharing, the company saved on training expenses while improving technician competency.
Faster service and improved technician performance contributed to increased customer satisfaction and loyalty.
SurrealDB's ability to merge multiple data models into one platform enabled the telecom provider to build a powerful and responsive AI assistant while reducing development complexity.
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