Daniel Herrera

Unlock the transformative power of AI to elevate your field service operations in this insightful session featuring Ciena’s innovative approach to enhancing First Visit Resolution (FVR) and proactive issue detection. Explore a comprehensive case study detailing the journey from identifying operational challenges to developing targeted user stories, selecting the right AI vendor, and successfully piloting an AI-driven image analysis solution that empowers remote experts to verify technician work and reduce costly return visits. Leading this initiative is Daniel Herrera, Director of Managed NOC & Field Services at Ciena, who brings over 30 years of experience driving revenue growth and operational excellence in the technology sector.

Key Takeaways:

• Leverage AI-driven image analysis to enable remote validation of technician work and reduce costly return visits.
• Prioritize high-impact user stories like First Visit Resolution to focus AI initiatives on measurable operational improvements.
• Evaluate and select AI vendors through targeted pilot programs to ensure solution accuracy and scalability.
• Build a foundation for expanded AI applications that enhance customer satisfaction and optimize service delivery.