Lumen Technologies Leverages Microsoft 365 Copilot to Boost Employee Efficiency

Lumen Technologies is beta-testing Microsoft 365 Copilot as part of the Early Access Program to improve employee efficiency and overall customer experience.

The company's customer service teams have been using Copilot to surface relevant policies and summarize tickers to easily access repair instructions from manuals, whereas sales and CX teams are able to add context to customer communications thanks to the app.

Further, Copilot is allowing teams to quickly create presentations for new business proposals, maintaining consistent Lumen message and experience.

"We are thrilled to be leading the early deployment of Microsoft 365 Copilot at Lumen Technologies. 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," said Kate Johnson, president and CEO, Lumen Technologies Inc.

Combining the power of LLMs and data in the Microsoft Graph such as calendars, emails, chats and more, Copilot serves as a productivity powerhouse. When it comes to the telco sector, employees can automate tedious tasks, conduct data analysis and improve decision-making. This is achieved through features like meeting summaries in Microsoft Teams and Copilot improvements in Outlook, PowerPoint, and other Microsoft 365 applications, enabling employees to reclaim valuable time for strategic initiatives.

"Microsoft 365 Copilot has the power to revolutionize the way we work, enabling people to focus on what truly matters and drive their organizations forward. We are thrilled to be delivering this technology to innovative companies like Lumen to help them achieve their goals," said Deb Cupp, president, Americas Microsoft.