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Lumen Leverages Microsoft 365 Copilot for a Productivity Boost and Elevated Customer Engagement


Many of us remember the days of working with existing Microsoft 365 Apps such as Word, Excel, PowerPoint, Outlook, Teams and more without the assistance of an AI-powered productivity tool. Many had to perform tasks such as writing emails, creating presentations and analyzing data manually.

Microsoft 365 Copilot is changing the way we work by providing intelligent assistance that can help users save time and effort. It helps users with tasks such as writing emails, creating presentations and analyzing data.

Microsoft 365 Copilot also has the potential to disrupt the telecommunications industry by providing employees with a tool to help enhance creativity, productivity and skills with real-time intelligent assistance. With features such as meeting summaries in Microsoft Teams and Copilot enhancements across Outlook, PowerPoint and other Microsoft 365 apps, employees can get back important time to deliver on strategic priorities.

Being one of the trailblazers in the telecommunications sector, Lumen is at the forefront of innovations aimed at elevating the quality of customer interactions. Therefore, Lumen is set to deploy Microsoft 365 Copilot to empower its approximately 30,000 employees after recognizing the benefits of equipping some of its teams with Microsoft's large language model AI solutions, with plans to deploy the tech more broadly in the future.

Lumen is among the companies that are working with Microsoft 365 Copilot as one of the EAP adopters. Across the board, teams use Copilot to create presentations and new business proposals to deliver a consistent Lumen message and experience.

To be more specific, customer service teams at Lumen use Copilot to surface relevant policies, summarize tickets or more easily access step-by-step repair instructions from manuals. Sales and customer experience teams use Copilot to add depth and context to customer communications and summarize actions and next steps.

"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,” said Kate Johnson, president and CEO, Lumen. “Our people are seeing immediate productivity improvements with Copilot, allowing them to focus on more value-added activities each day."

With advanced AI technologies in their toolbox, Lumen provides their teams with the necessary tools to succeed and drive their business forward.

Edited by Greg Tavarez
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