Daniel Herrera

Director of Global Managed & Engineering Dispatch Services Ciena

August 10, 2026

9:20 AM Panel: Agentic AI in the Real World: Triage, Dispatch, and Knowledge Use Cases That Actually Pay Off

Agentic AI is moving beyond hype in field service, taking on real work across triage, dispatch, and knowledge that directly improves uptime and customer experience. This session will unpack concrete use cases where autonomous and semi autonomous AI agents classify incidents, recommend next best actions, and match the right technician, parts, and time window without breaking existing workflows. We’ll discuss what it takes to connect these agents to clean data, robust knowledge bases, and governance so they can be trusted by technicians, planners, and leaders. Attendees will leave with a practical view of where agentic AI delivers measurable ROI today, what pitfalls to avoid, and how to design a realistic roadmap from pilot to scaled deployment

Key discussions include:

Exploring concrete agentic AI use cases in triage, scheduling, and support
Integrating AI into existing workflows without breaking them
Benchmark where you are on the agentic AI maturity curve

August 11, 2026

11:20 AM Smarter Coverage at Scale: Third Parties and Cross Trained Techs as Growth Engines

As service demand grows faster than headcount, leading organizations are rethinking how they deploy third party providers and broaden technician skill sets across product lines. This session explores practical methods for blending in house teams, outsourced partners, and cross product training to expand geographic reach, protect response times, and unlock new revenue without sacrificing quality or brand control. Drawing on recent Field Service Next case studies—from OEMs leveraging regional depots and 3PLs, to service leaders using AI, FSM, and standardized workflows to orchestrate multi vendor networks—we will cover how to select and govern partners, design certification paths that span product families, and use shared data and KPIs to make every visit more profitable. Attendees will leave with a playbook to turn third party capacity and cross trained technicians into a scalable, customer centric growth strategy.

Key Takeaways include:

Designing a partner enabled service network, while keeping control of quality and customer experienc
Building cross product technician capabilities to support higher-value contracts and uptime guarantees
Developing effective governance, KPIs, and sustainable commercial models for growth

4:40 PM Track A: Panel: Knowledge and Digital Transformation of Contact and Support Centers To Streamline Work Orders to Completion

In many organizations, contact and support centers still operate on legacy scripts, static FAQs, and disconnected ticket systems, forcing agents to chase information and hand work off multiple times before a job is done. This panel brings together leaders who are using AI powered knowledge bases, workflow automation, and integrated field service platforms to give agents a single view of the customer, asset, and work order—and to guide them step by step from diagnosis to dispatch to closure. Speakers will discuss how they curate and govern knowledge so answers stay trusted. Attendees will hear where digital transformation has truly reduced handle time, repeat calls, and fallout in the field—and where cultural and process change has been just as important as the tech

Discussion includes:

Designing and maintaining a knowledge layer that supports agents and customers across channels while directly linking into work order, scheduling, and asset systems
Developing best-in-class change management practices—governance, training, and metrics—that build agent trust in new tools and ensure knowledge and digital capabilities actually get used in daily operations

Check out the incredible speaker line-up to see who will be joining Daniel.

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