Cisco’s team of over 11,000 customer support engineers required a more efficient process to handle nearly two million service requests annually and ensure real-time support for customer issues. A modern, search AI experience was the answer.
With Elastic’s integrated, advanced search capabilities, Cisco.com users now receive detailed, easy-to-consume results with direct links to relevant content. The new search architecture solution resulted in significant operational improvements for Cisco – saving 5,000 support engineer hours per month.
Results
- Up to 73% faster search queries
- 90% of support requests resolved with the new platform
- 5,000 support engineer hours saved per month