Rated 4.9/5 by client teams
AI consulting that earns its keep
Lumen helps support and operations teams put AI to work — one measured pilot at a time. No moonshots, no jargon, and a human in the loop wherever it matters.
We've partnered with
What we do
Small steps, compounding returns
Four engagements, each sized to prove its value before you scale it.
- Map
- A two-week discovery across your support, sales, and ops workflows — ending with a ranked list of where AI actually pays off.
- Pilot
- One workflow, one assistant, four weeks. Built on your real tickets and documents, measured against your real baseline.
- Roll out
- The pilot that worked goes to the whole team — with training, guardrails, and a playbook your managers own.
- Tune
- Monthly reviews of quality, cost, and coverage. We keep the assistants sharp as your product and policies change.
01
02
03
04
Results
Numbers we're happy to be held to
920
hours handed back to client teams, every month
-38%
average first-response time across support pilots
6 wks
typical time from kickoff to a paid-for pilot
We'd been burned by two AI vendors before Lumen. The difference was the baseline: they measured everything, promised little, and beat the numbers anyway.
Robin Meyer
Director of Support, Harborline
How it works
Six weeks, three honest steps
- We listen first
- Sit-alongs with your team, a look at your tools, and a baseline of where the hours really go. No slideware.
- We build in your world
- The pilot runs inside your actual helpdesk and docs — your data never leaves your accounts, and a human reviews every edge case.
- You own the result
- Documentation, training, and dashboards hand the keys to your team. We stay on for tuning, not dependence.
01
Week 1
02
Weeks 2–5
03
Week 6 onward
Case study — Harborline
A support team that stopped drowning
The problem. A 14-person support team answering 9,000 tickets a month, with weekend backlogs regularly topping 600 and CSAT slipping quarter over quarter.
The pilot. An assistant that drafts replies for the 20 most common ticket types, grounded in Harborline's own help center — with every draft reviewed by an agent before sending.
The result. Six months later the same team handles 40% more volume, weekends clear by Saturday noon, and the two agents who hated ticket triage now run the knowledge base.
-61%
first-response time
+40%
ticket volume, same headcount
4.8
CSAT, up from 4.1
9 wks
to full payback
The people
Four people, no account managers
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Alba Reyes
Founder · former Head of CX
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Theo Lindgren
AI engineering
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Priya Nair
Evaluation & quality
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Marcus Cole
Enablement & training
FAQ
Asked every week
Straight answers to the questions every client asks before working with us.
Do we need a data team for this to work?
No. Most of our clients have no data team at all. If your knowledge lives in a helpdesk, a wiki, and a few hundred documents, that's enough to start.
What does a pilot cost?
Pilots are a fixed $9,000, including the discovery. If the pilot doesn't beat the baseline we agreed on, you don't continue — and you keep everything we built.
Will our customers know they're talking to AI?
Yes, always — we label assistants clearly and route anything sensitive or emotional to a person. Trust is the metric we refuse to trade.
Which AI providers do you use?
Whichever fits your requirements for quality, cost, and data residency. We're vendor-neutral and we set things up so you can switch providers later without rebuilding.
What happens to our data?
It stays in your accounts, under your access controls. We never pool client data, never train shared models on it, and we work under your DPA.