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The Case for Generative AI

With the rise of generative AI (artificial intelligence), many businesses are looking to generate a better understanding of how this specific technology could fit within a business context. Case studies are always a great way to better understand how a technology may fit within a certain industry or business.

We know roughly 90% of CIOs have already integrated generative AI into their processes and 99% are planning to ramp up investment in the next 3-6 months. Today, let’s explore one specific case study for generative AI that is already underway.

Lumen Technologies works in the telecommunications industry, providing metro connectivity and long-haul data transport to edge cloud, security, and managed service capabilities. The company recognizes the power that comes along with generative AI and decided to do something about it.

Now, Lumen Technologies is deploying Microsoft 365 Copilot, with the objective of empowering its 30,000 employees to provide better customer experiences and improve productivity. To start, it is beta testing Microsoft 365 Copilot as part of the Early Access Program, equipping its team with LLM (large language model) AI solutions.

A quick primer on Microsoft 365 Copilot. The technology combines LLMs (learning language models) with much of the data in Microsoft Graph—calendar, emails, chats, documents, meetings, and more. From there, the Microsoft 365 app can turn words into a productivity tool. Some features include meeting summaries in Microsoft Teams and enhancements across Outlook, PowerPoint, and other Microsoft 365 apps.

This has the potential to significantly improve productivity by automating tedious tasks and providing powerful tools for data analysis and decisionmaking across any company.

For Lumen, customer service teams are using the technology to simply summarize tickets or access step-by-step repair instructions from manuals. Teams can also use Copilot to add to customer communications by summarizing actions and next steps.

Additionally, Lumen workers are quickly taking advantage of Copilot to design presentations and for leveraging business proposals and statement-of-work creation. The hope is this will deliver a consistent message and experience for new and existing customers.

In this case study that was introduced, Lumen Technologies demonstrated how AI technologies is able to provide teams with the tool to better serve immediate customers and heighten productivity.

In this case, I like that we are adding even greater intelligence and insights on top of technology that companies are already using. This provides the productivity benefits in a way that can be easy for employees to digest.

As with any technology implementation, I always recommend considering people, process, and technology. We need to train and mentor workers on best practices for any new technology, and this includes upskilling and reskilling workers. With 30,000 people, there are a lot of opportunities, but we also need to make sure they know what is expected and how to gain the most value from emerging solutions and innovation.

This will certainly be one technology to keep an eye on in the future. As beta testing continues and more widespread adoption occurs, industries and companies around the world stand to benefit from the productivity gains such technologies offer. Let’s move forward in a way that is positive and productive, as we continue to see digital transformation shape our world.

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