Key improvements include 85% approval time reduction - from three days to 30 minutes
Customer Story
How Ciena Scaled Enterprise Support with Agentic AI
100
use cases automated
Company overview
Ciena is a global provider of networking systems and software, supporting major telecom operators worldwide with a distributed workforce that depends on fast, reliable support.
Challenge
Ciena’s rapid growth created fragmented systems, slow approvals, and heavy support workloads — leaving employees waiting and teams overwhelmed.
Result
Automating 100+ use cases accelerated approvals, reduced manual workload, and helped half the workforce get fast, reliable support around the clock.
Problem: Fragmented systems slowing enterprise productivity
Ciena’s legacy support model could no longer keep up with the complexity of a rapidly expanding global workforce. Employees relied on a patchwork of systems for everyday IT and HR needs, which made simple tasks take far longer than they should. Routine approvals moved slowly through multiple tools and handoffs.
Meanwhile, employees struggled to find information because knowledge was scattered across disconnected repositories, driving a steady rise in ticket volume. Support teams spent an increasing share of their time re-answering the same questions instead of focusing on strategic operational work.
These delays and inefficiencies created friction across the organization, slowing employees down and introducing unnecessary cost and effort into routine processes. As the business scaled, it became clear that Ciena needed a unified, intelligent way to handle high-volume requests, reduce manual workload, and deliver reliable support without expanding headcount.
A more modern approach was required — one capable of streamlining routine tasks, surfacing accurate information instantly, and keeping pace with a global, always-on workforce.
Solution: Support employees everywhere with an agentic Assistant platform
To address these challenges, Ciena introduced Navi — its Moveworks-powered AI Assistant — as a single conversational entry point for employees seeking IT or HR support. Instead of navigating multiple systems or waiting for manual responses, employees could message Navi directly and receive real-time help.
By unifying search, workflow automation, and conversational assistance into a single experience, Ciena created a more predictable, efficient support model — one that accelerated routine processes, improved employee satisfaction, and strengthened the organization’s ability to operate at speed.
Result: Creating a more responsive, scalable support model
Ciena’s transition to an agentic support model delivered measurable improvements across speed, scale, and employee experience:
100+
automated use cases streamlined routine IT and HR tasks
85%
Approval time reduction - from three days to 30 minutes
24/7
global support ensures consistent help across regions and departments
Looking forward
Ciena is expanding its use of agentic automation across more teams and workflows, including deeper adoption of search to help employees quickly find policies, documentation, and business resources. The long‑term vision: a single AI layer that connects every workflow, enabling employees to work faster and focus on what matters most.