About Lumen

About company

Lumen provides unique machine learning applications to increase customer satisfaction and enhance support agent efficiency when responding to customer email, chat, texts, and social media posts. Lumen AI Assist machine learning models analyze content and sentiment to prioritize and route incoming customer messages. Suggested responses ordered by confidence level are instantly provided to agents, substantially reducing AHT for contact centers. Lumen continuously learns from new customer interactions and evolving product data and service information. When agents modify sanctioned response templates to handle emergent customer issues, Lumen identifies and aggregates the most relevant concepts from the different response variations. Lumen then generates a single suggested response template for manager review and approval. This saves managers from the process of constantly reviewing semantically related responses to update sanctioned template libraries. For more information, please visit lumen.ly