Each colour maps a published value to the exact source passage used to support it. Only bounded excerpts are public; administrators can inspect the complete captured source.
Title
Empowering technicians with instant answers and faster fixes
…Contact Us Try Databricks Customer Stories / Lumen Technologies CUSTOMER STORY Empowering technicians with instant answers and faster fixes Lumen leverages Databricks to enhance enterprise support and optimize first-cal…
Description
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.
…quick responses. In addition, the Lumen team saw a dramatic productivity gain, saving an average of 15 minutes per task or an estimated 3,675 hours saved annually through the help of GenAI. Future projects include automating ticket creation and closure, generating outa…
Company
Lumen Technologies
…rity and Trust Ready to get started? Get a Demo Login Contact Us Try Databricks Customer Stories / Lumen Technologies CUSTOMER STORY Empowering technicians with instant answers and faster fixes Lum…
Industry
Telecommunications
…rise-grade service our customers expect in the AI era.” Share this post Details Industry : Communications , Technology and Software Use Case : Data Science , Data Engineering Cloud : Azure Product : Agent Bricks…
Problem
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volume and velocity, and data interpretation difficulties; their proprietary diagnostic tool, Laser, relied on static, outdated logic to speed up issue resolution, limiting its effectiveness in a fast-evolving environment.
…support ticket summarization for their dedicated team of technicians. However, the company was up against fragmented and inconsistent data, excessive data volume and velocity and data interpretation difficulties. Intent on remedying these issues, Lumen invested in Databricks to test and depl…
…port field technicians and enhance the enterprise customer experience. However, their proprietary diagnostic tool, Laser, relied on static, outdated logic to speed up issue resolution. This limited its effectiveness in a fast-evolving environment. Undeterred, Lumen aimed to leverage GenAI to analyze diagnostic performance dat…
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.
…icks entered the picture. Expanding GenAI usage with a focus on customer impact After choosing the Databricks Data + AI Platform, Lumen enhanced Laser by integrating GenAI into their operational stack. Laser now processes diagnostic, performance and ticketing data at scale using D…
…processes diagnostic, performance and ticketing data at scale using Databricks. Central to this system is Model Serving, which enables Laser to send structured inputs via API to a Databricks-hosted Llama 3.3 model. Hard-coded prompts ensure consistent, clear outputs for each inference. Technicians simply click a UI button to trigger GenAI — no back-and-forth with…
…responses formatted while minimizing early deployment risks. As GenAI use grew, they implemented Unity Catalog for governance, providing centralized, secure management of data across on-premises and cloud environments. Turning data into responsive, informed technician support Since launching their…
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%.
…quick responses. In addition, the Lumen team saw a dramatic productivity gain, saving an average of 15 minutes per task or an estimated 3,675 hours saved annually through the help of GenAI. Future projects include automating ticket creation and closure, generating outa…
…t-call resolution 3,675 Hours saved annually across GenAI-assisted transactions Thousands of Support calls resolved in Lumen’s automated service and network diagnostics tool With close to 100 years of history as stewards of a powerful network — one that…
…helps us respond faster with a consistent customer experience.” Looking ahead, Lumen plans to expand GenAI’s impact by increasing ticket deflection from 30% to over 50%, further solidifying their position as a leading enterprise digital networking…
Technology
Databricks, Agent Bricks, Delta Lake, Unity Catalog
…echnology and Software Use Case : Data Science , Data Engineering Cloud : Azure Product : Agent Bricks , Delta Lake , Unity Catalog Ready to get started? Try Databricks for free Learn more about our product Talk…
Business functions
Customer Service & Support
…rd faster by providing concise summaries of the last 90 days of ticket history, ensuring consistent and high-quality service for enterprise clients. But achieving this was challenging due to data fragmentation and complexity. A…
Headline outcome
…ges Databricks to enhance enterprise support and optimize first-call resolution 3,675 Hours saved annually across GenAI-assisted transactions Thousands of Support calls resolved in Lumen’s automated service and network di…
Use case type
Decision support
…T consulting and voice and collaboration offerings. As early adopters of GenAI, Lumen wanted to continually refine their use of the technology to provide real-time diagnoses, recommend various resolutions to issues and support ticket summarization for their dedicated team of technicians. Howev…
AI capabilities
Generative AI
…edge computing, security, IT consulting and voice and collaboration offerings. As early adopters of GenAI, Lumen wanted to continually refine their use of the technology to provide real-time diagnoses, recommend various resolutions to issues and sup…
Deployment model
Cloud
…unications , Technology and Software Use Case : Data Science , Data Engineering Cloud : Azure Product : Agent Bricks , Delta Lake , Unity Catalog Ready to get started? Try D…
Deployment options
cloud
…unications , Technology and Software Use Case : Data Science , Data Engineering Cloud : Azure Product : Agent Bricks , Delta Lake , Unity Catalog Ready to get started? Try D…
