Lumen AI

The Lumen team set out to solve one of today's most complex problems of incorporating machine learning (AI) into the everyday workflow for front line customer support representatives (CSRs). Lumen is helping businesses to increase customer satisfaction by reducing customer support chat session durations and response times. Lumen merges human knowledge and experience with machine learning. Using recurrent neural network (RNN) models trained from historical chat logs, Lumen instantly suggests responses to CSRs. Its learning models are continually optimized and updated to adapt to changing company product information.