Lumen Technologies Leverages AI with Microsoft Copilot for Digital Transformation
Iris Coleman Jul 25, 2024 10:30
Lumen Technologies is utilizing Microsoft Copilot to drive its evolution from a traditional telecom company to a tech-driven enterprise.
Lumen Technologies is undergoing a significant transformation, pivoting from its roots as a traditional telecom company to becoming a tech-driven enterprise. This shift has been greatly aided by the adoption of Microsoft Copilot, an AI tool designed to streamline workflows and enhance productivity, according to Microsoft News.
Driving Digital Transformation
Under the leadership of Kate Johnson, who took over as President and CEO in November 2022, Lumen Technologies has intensified its focus on solving customer problems with advanced digital tools. This initiative includes the broad adoption of Microsoft Copilot to support the company's vision of digital transformation.
“Copilot fits Lumen’s vision of digital transformation, supporting our company culture around growth, collaboration, and customer obsession,” said a Lumen spokesperson. “It’s not about replacing people; it’s about empowering them by simplifying workflows and fostering a forward-thinking mindset.”
Implementation and Adoption
Lumen implemented Copilot for Microsoft 365 in 2023 with a methodical rollout strategy. This included designating employees as “champions” to drive adoption, hosting informational sessions, and sharing best practices. The company also adopted Microsoft Copilot for Sales and GitHub Copilot, which quickly became integral tools for various tasks across the organization.
“We’re transitioning from a traditional telecom to a global communications provider, which involves changes in what we’re selling, how we’re selling it, and how we support it internally,” said Kerrie Davis, Lumen’s Senior Director of Revenue Enablement Execution. “Copilot helps us do more and is crucial for achieving this transformation.”
Enhancing Sales and Productivity
Lumen’s sales team has significantly benefited from Copilot, using it throughout the sales process to learn about customer challenges, summarize meetings, and craft follow-up messages. The AI tool also helps sync Outlook emails with customer relationship management (CRM) software, saving time and providing visibility into customer interactions.
“Copilot is especially helpful for summarizing 10-K reports, which used to take days but now only take an hour,” said Delvin Holman, Lumen’s Senior Lead Customer Service Enablement Manager. This efficiency allows sellers to spend more time with customers, improving both customer service and work-life balance.
Empowering Developers
In late 2023, Lumen’s developers began using GitHub Copilot, an AI coding assistant that provides real-time suggestions. This tool has been instrumental in reducing the cycle time of projects by 20% to 30%, enabling faster deployment of new capabilities to customers.
“GitHub Copilot flattened the knowledge curve and helped speed up the development process,” said Nikita Rathore, Senior Software Engineering Manager at Lumen. “It allows developers to perform peer reviews in real-time, enhancing code quality and efficiency.”
Broad Impact Across the Organization
Since its release in March 2023, Microsoft Copilot has been adopted by organizations worldwide to increase productivity and reduce mundane tasks. A study by Microsoft and LinkedIn found that 75% of knowledge workers now use AI, with over 80% reporting that it helps them save time and focus on important tasks.
At Lumen, Copilot has become so essential that many employees can hardly imagine working without it. It has been a game-changer for tasks ranging from summarizing meetings to refining communications and honing job descriptions. “When I don’t use Copilot, I feel very sad because I don’t want to imagine a world where I have to take notes manually ever again,” said a Lumen marketing director.
Overall, Microsoft Copilot has proven to be a valuable asset in Lumen Technologies' journey toward becoming a tech-centric enterprise, driving efficiency and innovation across the company.
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