Lumen Technologies 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.
Lumen has launched Dual Path, a wavelength service providing two physically diverse network routes between the same locations.
Lumen is also advancing its AI-powered Service Assurance capabilities to improve network resilience and customer experience.
More than 380 automated workflows run roughly 5 million times each year, anticipating and resolving 80% of issues.
GenAI Service Diagnostics deflects 35% of tickets by resolving the issue or identifying the cause in real time.
NORA, Lumen's AI-powered customer operations assistant, provides email access to real-time diagnostics and proactive communication during network events.
Lumen offers three or more optical paths across eight of the 10 leading AI infrastructure markets, according to independent AlphaSense research.
"AI is changing what businesses need from their networks. Resilience can't be assumed, it must be engineered, continuously operated, constantly improved," said Kye Prigg, chief operations officer for Lumen. "We're combining the strength of our physical network, AI-powered operations, and the expertise of our teams to identify and reduce potential single points of failure and keep critical connections running. Customers shouldn't have to assume their network is resilient. They should be able to prove it."
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.
While AI-powered Service Assurance helps prevent and minimize disruptions, resilient network design remains equally important. Buying connections from multiple providers doesn't necessarily create true diversity. Separate services can still share the same infrastructure, facilities or fiber routes, creating hidden points of failure.
Lumen Dual Path is designed to remove that uncertainty with:
Two truly separate paths: Two independently routed wavelengths between the same locations, both active at full bandwidth and backed by a 99.9% availability SLA.
Diversity that's proven: Lumen documents physically separate, non-overlapping routes before service begins and continues monitoring them as the network evolves.
One provider, less complexity: Businesses gain dual-path resilience across Lumen's 340,000 route miles of fiber infrastructure without managing multiple carriers.
Lumen's wavelength leadership has been recognized by independent industry analysts. Frost & Sullivan ranked Lumen No. 1 in North American Wavelength Services on the Frost Radar for the third consecutive year, while Vertical Systems Group ranked Lumen the No. 1 U.S. Wavelength Services provider for five consecutive reporting periods. Dual Path and Service Assurance reflect a broader Lumen investment strategy that brings together network infrastructure and programmable network capabilities to support the growing demands of AI, cloud and always-on business.
About Lumen Technologies
Lumen is unleashing the world's AI potential. As the trusted network for AI, we ignite business growth by connecting people, data, and applications — quickly, securely, and effortlessly. Lumen's physical infrastructure, programmable network, and connected ecosystem give enterprises a simpler way to move data from virtually anywhere to anywhere in real-time to support their AI needs. Together, Lumen's owned fiber backbone and cloud-native control plane provide a differentiated platform for connecting, securing, and operating modern enterprise environments at global scale. From metro connectivity and long-haul data transport to cloud networking, security services, digital platform capabilities, and connectivity orchestration, Lumen meets customers' needs today and as they build for tomorrow. Lumen and Lumen Technologies are registered trademarks of Lumen Technologies, Inc. in the United States.
