Lumen Technologies (Nasdaq: LUMN) is continuing to advance the AI-powered tools designed to improve network resilience and enhance the customer experience, while also launching Dual Path, a new wavelength service that provides businesses with two physically diverse network routes between the same locations.
Together, Lumen's AI-powered Service Assurance capabilities and Dual Path service take resilience beyond the traditional vendor diversity demands on infrastructure, resilience depends on both how a network is operated and how it is designed. Businesses need the ability to anticipate and resolve issues faster, while reducing hidden points of failure that can exist when different providers rely on the same underlying fiber or facilities.
AI at work across the network
Network resilience is about more than how the network is built. It's also about how quickly Lumen can anticipate issues, take action, and keep customers informed. Lumen's Service Assurance framework is built around three simple principles:
Don't let it break: AI and automation analyze network conditions and external risks, from weather to construction activity. More than 380 automated workflows run roughly 5 million times each year, with machine-to-machine intelligence that anticipates and resolves 80% of issues*, often before they impact customers.
Fix it fast: Intelligent diagnostics, generative AI, and automation help accelerate restoration. GenAI Service Diagnostics deflects 35% of tickets* by resolving the issue or identifying the cause in real time. AskGreg, Lumen's multi-agent assistant, provides engineers with fast access to service history, network information, and recommended next actions.
Communicate effectively: NORA, Lumen's AI-powered customer operations assistant, provides email access to real-time diagnostics, planned maintenance information, repair history, and ticket support. During network events, customers receive proactive communication throughout restoration.
Historically, the operational intelligence used to run networks has stayed behind the scenes. Lumen is changing that by putting more of it into customers' hands through NORA, self-service diagnostics, APIs, real-time service visibility and proactive communications. It's part of Lumen's broader strategy to make the network more digital and programmable, combining expansive physical infrastructure with software and AI-powered operations to provide businesses with greater transparency, flexibility, and control over how they manage connectivity.
Read the full press release here.
*Source: Lumen internal data.