Scaling The Cisco AI Assistant For Support With Splunk
Cisco, May 1,2025
Cisco needed to scale its virtual support engineer that assists its technical support teams around the world. By leveraging its own Splunk technology, Cisco was able to scale the AI assistant to support more than 1M cases and free up engineers to concentrate on more complex cases, creating a 93+% customer satisfaction rating, and ensuring the critical support continues running in the face of any disruption.
If you've ever opened a support case with Cisco, it's likely that the Technical Assistance Center (TAC) came to your rescue. This around-the-clock, award-winning technical support team services online and over-the-phone support to all of Cisco's customers, partners, and distributors. In fact, it handles 1.5 million cases around the world every year.
Fast, accurate, and consistent support is critical to ensuring the customer satisfaction that helps us maintain our high standards and grow our business. However, major events like critical vulnerabilities or outages can cause spikes in the volume of cases that slow response times and quickly swamp our TAC teams, impacting customer satisfaction as a result. In this blog, we'll dive into the AI-powered support assistant that helps to ease this issue, as well as how we used our own Splunk technology to scale its caseload and increase our digital resilience.