Industry: Communications
Use case: Real-Time Recommendations
San Jose CA
l Cisco.com serves customer and business customers with
Support Services
l Needed real-time recommendations, to encourage use of online
knowledge base
l Cisco had been successfully using Neo4j for its internal master
data management solution.
l Identified a strong fit for online recommendations
Solution & Benefits
l Cases, solutions, articles, etc. continuously scraped for cross-reference
links, and represented in Neo4j
l Real-time reading recommendations via Neo4j
l Neo4j Enterprise with HA cluster
l The result: customers obtain help faster, with decreased reliance on
customer support
Background
Business problem
l Call center volumes needed to be lowered by improving the
efficacy of online self service
l Leverage large amounts of knowledge stored in service cases,
solutions, articles, forums, etc.
l Problem resolution times, as well as support costs, needed to be
lowered
Support Case
Support Case
Knowledge
Base
Article
Knowledge
Base
Article
Solution
Solution
Knowledge
Base
Article
Knowledge
Base
Article
Knowledge
Base
Article
Knowledge
Base
Article
Message
Message
Support Case
Support Case