United StatesTechnology and telecom2024 – ongoingLumen Technologies
Copilot for sales research and customer preparation
Lumen cut customer-outreach research from 4 hours to 15 minutes with generative AI
Problem
Lumen sellers spent hours researching customers before outreach. Administrative work also competed with customer contact.
Approach
Lumen deployed Microsoft Copilot for Sales and connected additional business data through Microsoft Graph connectors. Internal champions, a prompt library and consulting partner Valorem Reply supported adoption.
Results
Takeaway
Lumen reported a shorter research task. Its revenue valuation of the released time was not measured additional revenue.
Categories
- Size
- Large enterprise
- Industry
- Technology and telecom
- Business function
- Marketing and sales
- Innovation type
- Process innovation
- AI technology
- Generative AI
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Vendor case study
Sources
Source summaries
Microsoft described Lumen's Copilot rollout for sales and customer service. Its chief revenue officer said customer-outreach research took 15 minutes with generative AI instead of four hours.
Full details are in the original sources.