Empowering technicians with instant answers and faster fixes
Lumen TechnologiesDatabricks · Agent Bricks · Delta Lake +1
Lumen Technologies integrated GenAI into its Laser diagnostic tool using Databricks Model Serving with a hosted Llama 3.3 model, enabling technicians to get real-time diagnostics, resolution recommendations and ticket summarization, saving an estimated 3,675 hours annually.
Overview
Lumen Technologies integrated GenAI into its Laser diagnostic tool using Databricks Model Serving with a hosted Llama 3.3 model, enabling technicians to get real-time diagnostics, resolution recommendations and ticket summarization, saving an estimated 3,675 hours annually.
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Inspect the highlighted sourceThe challenge
Lumen was up against fragmented and inconsistent data, excessive data volume and velocity, and data interpretation difficulties; their proprietary diagnostic tool, Laser, relied on static, outdated logic to speed up issue resolution, limiting its effectiveness in a fast-evolving environment.
The solution
Lumen enhanced Laser by integrating GenAI into their operational stack using the Databricks Data + AI Platform. Central to this system is Model Serving, which sends structured inputs via API to a Databricks-hosted Llama 3.3 model with hard-coded prompts for consistent outputs, and Unity Catalog for governance across on-premises and cloud environments.
Reported business value
Lumen saved an estimated 3,675 hours annually through GenAI, with technicians resolving thousands of support calls via the automated service and network diagnostics tool, and plans to increase ticket deflection from 30% to over 50%.
Sources
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This record was researched and written with AI assistance, and its claims were checked against the sources above. (EU AI Act art. 50 transparency notice.)
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