Lumen Technologies is beta testing artificial intelligence (AI) software from Microsoft with its approximately 30,000 employees. According to Lumen, the software — known as Microsoft 365 Copilot — already has helped enhance employee productivity.
Customer service teams are using Microsoft 365 Copilot for such things as finding relevant policies, summarizing tickets and step-by-step repair instructions from manuals. Sales and customer experience teams are using the platform to “add depth and context” to customer communications and to summarize actions and next steps. More broadly, teams are using Copilot to create presentations and for business proposals and statement-of-work creation.
“We are thrilled to be leading the early deployment of Microsoft 365 Copilot at Lumen Technologies,” Kate Johnson, president and CEO, Lumen Technologies said in a press release. “Giving our workforce the digital tools they need to deliver dramatically improved customer experiences with greater ease is an essential part of our company transformation. Our people are seeing immediate productivity improvements with Copilot, allowing them to focus on more value-added activities each day.”
Lumen is using the AI software as part of Microsoft’s Early Access Program (EAP).
Lumen already has deployed Microsoft’s large language model (LLM) generative artificial intelligence (AI) technology with some teams and plans to deploy it further going forward.
Microsoft 365 Copilot combines LLMs with data in Microsoft Graph, which includes data in calendars, emails, chats, documents and meetings to provide employees with real-time intelligent assistance.
Lumen says that the platform will enhance productivity by automating tedious tasks and providing employees with access to data analysis and decision-making tools.
Artificial intelligence is making itself felt in the IT and telecommunications sectors. AT&T also has been testing AI with employees using ChatGPT-based software.