High-volume, time-consuming, multilingual documents.
Ciena continues to focus on enabling network operators to meet the growing demand for bandwidth and connectivity driven by the proliferation of cloud computing, 5G, and the Internet of Things (IoT). To capture additional demand and drive growth, Ciena must possess a highly efficient supply chain with robust supporting finance operations.
Working with a wide range of products and components, Ciena traditionally struggled to automate the document-heavy processes in the Accounts Payable value chain. With the rise of AI, Ciena turned to Kognitos to see if conversational exception handling could do the trick.
- Handle heavy document loads and processes
- Accurately extract and return the necessary data
- Send the data to the correct departments, regardless of language
GPT-powered automation. Around the clock. In any language.
Automating ServiceNow tickets
To address these issues, Ciena partnered with Kognitos, which leveraged GPT technology to automate the interpretation and assignment of ServiceNow tickets. Kognitos implemented a solution that runs continuously, 24/7, 365 days a year. The platform uses a custom endpoint to seamlessly update ticket data, ensuring that service requests are routed to the correct departments immediately upon receipt, regardless of language.
This automation replaced the need for third-party intervention, streamlining the workflow and significantly reducing the time required for ticket processing.
Managing rewards submissions
Kognitos also helped Ciena streamline workflows for more effective management of rewards submissions — improving handling time, running around the clock, reducing fraud, enhancing the customer experience, and improving overall efficiency.
Pioneering low-touch PO processing
Instead of being a highly manual, tedious activity, PO processing is now a low-touch process — saving time, improving quality, and delivering high levels of accuracy. Ciena benefits from a complete system of record, enabling teams to view when and how any given PO was processed at any point in time.
With Kognitos, employees are only needed to help the platform learn from exceptions — deviations from the typical standing operating procedure that occur in the PO process. This reduces cost in the short term, frees employees to engage on higher-value tasks, and equips Ciena with a flexible, scalable solution to support growth from higher bandwidth demands. Onboarding new suppliers no longer requires heavy IT maintenance, and supplier disputes are easy to resolve because every transaction and activity — both human and AI — is logged in plain English rather than code.
