The Problem: Outdated support models created friction and delays across Ciena

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.