Ciena cut support turnaround from days to minutes
By automating 100+ workflows with AI, Ciena streamlined approvals, reduced ticket volume, and freed up support teams.
By automating 100+ workflows with AI, Ciena streamlined approvals, reduced ticket volume, and freed up support teams.
Challenge
Employees struggled to find updated information and complete support tasks efficiently. Long wait times, fragmented approval processes, and tool sprawl created friction across departments — from IT to HR.
Result
Ciena automated over 100 support use cases across the enterprise. With 50% of employees engaging with their AI Assistant “Navi,” approval times dropped from 3 days to 30 minutes, and support teams were freed up to focus on more strategic work.
The Problem
Outdated support models created friction and delays across Ciena’s enterprise
As Ciena expanded its global operations, delivering fast and consistent support to a diverse workforce became increasingly difficult. The company faced several challenges:
Support channels were fragmented across email, chat, and portals
Employees couldn’t easily find answers or complete routine tasks
Approval processes were slow, often taking days
Support teams were overwhelmed by repetitive tickets and manual work
To keep pace with growth, Ciena needed a more intelligent approach to support — one that could reduce workload on IT and HR teams, improve employee satisfaction, and scale globally without increasing headcount.
The Solution
Scaling smarter with AI-powered support
To overcome the challenges in their legacy support model, Ciena deployed Moveworks’ AI Assistant — a solution built to deliver fast, scalable support across their global workforce. The goal: reduce IT overhead, improve the employee experience, and streamline day-to-day support for HR operations.
The AI Assistant integrated directly with Ciena’s existing tools and systems, including ServiceNow, Workday, and other internal platforms — enabling employees to get help instantly, without switching contexts or waiting for manual responses.
Key aspects of the solution included:
Seamless integration: Moveworks AI Assistant fit into Ciena’s existing support stack, automatically resolving common issues and managing workflows across identity, access, and IT ticketing systems.
Always-on assistance: The Assistant provided real-time help as soon as employees needed it, reducing wait times and manual follow-ups.
Smarter operations: The AI Assistant used natural language understanding and automation to continuously learn from support interactions and reduce the burden on human agents.
This shift from a traditional, ticket-based model to AI-driven support helped Ciena scale their service delivery — without scaling costs or complexity.
The Result
A new standard for scalable IT support
A new standard for scalable IT and HR support
The implementation of Moveworks’ AI Assistant has brought measurable improvements to Ciena’s global IT support model and employee experience:
The AI Assistant has automated a large portion of routine IT and HR tasks — streamlining common requests, easing the burden on support teams, and enabling faster turnaround.
With support available around the clock, employees across regions are able to receive help instantly.
Ciena has witnessed increased employee satisfaction with IT and HR support.
The AI Assistant works like a digital co-pilot, guiding employees through everyday tasks and freeing up IT to focus on bigger-picture projects.
Looking ahead, Ciena is exploring ways to extend this AI-driven model beyond IT and HR, using automation to drive efficiency, consistency, and scale across the enterprise.
Key Integrations
