Lumen Retail
An AI calling and chat agent layer that turned a seasonal retailer's customer service line from a cost center into a sales channel.
Challenge
Lumen Retail's call volume spiked hard every peak season, far outpacing what their support team could staff for. Every missed call during that window was a missed order, and the seasonal hiring cycle made the problem expensive to solve with headcount alone.
Approach
Rather than simply routing more calls to voicemail or a generic IVR menu, we designed and trained an AI calling agent on Lumen's actual product catalog, order system and brand voice — built specifically to sound like a Lumen team member, not a call-center script.
Solution
The resulting calling and chat agent handles order placement, returns, and product questions directly, escalating to a human only when a request falls outside its confident range. It integrates directly with Lumen's order management system so it can actually complete transactions, not just answer questions about them.
Business Impact
Every call now gets answered, even at peak volume — and because the agent can complete orders directly, a meaningful share of calls now convert to revenue rather than simply being logged as a resolved support ticket.