NORA: AI-powered email support

Lumen^® NORA (Network Operations Response Agent) helps you handle common service-assurance requests faster—such as opening a repair ticket, checking ticket status, requesting service diagnostics, and more—using a simple email conversation. NORA is designed to keep communications clear and consistent, while using safeguards to help ensure requests are handled appropriately.

NORA@lumen.com

You can email NORA to request help with common support actions:
 

• open a repair ticket for a service issue
  
• run service checks/diagnostics (when available) and share results
  
• check ticket status and answer general ticket questions
  
• add notes or updates to an existing ticket by replying in the same email thread
  
• request a ticket summary
  
• request an escalation
  
• request ticket closure for resolved issues
• ask questions about Lumen planned network maintenance activity
   

If your request is unclear or missing key details, NORA will ask follow-up questions rather than making assumptions.

To help protect your account and ensure requests are handled securely, NORA can only process emails from addresses that are registered and authorized in Lumen Service Management Customer Master (SMCM) system. If your email address is not currently registered, your request may be declined and NORA will guide you on how to proceed.

To get added to SMCM, contact your Lumen representative or your customer support manager.

1. Email NORA@lumen.com with your request.
   

1. Include the key details listed below to help Nora respond more quickly:
   
   
   • circuit ID / service ID (or other service identifier)
     
   • ticket number (if one already exists)
     
   • what’s happening (symptoms) and when it started
     
   • whether the issue is still occurring (yes/no)
     
   • business impact level (low/medium/high/critical)
      

After you email, NORA will typically:

• confirm what you’re trying to do (open a ticket, request status, run checks, etc.)
• ask for any missing information required to proceed
• provide results and clear next steps (for example, sharing service check results and offering to open a ticket if appropriate)
• keep the conversation organized through the email thread so you can continue the request without starting over

1. Reply within the same email thread to provide updates or answer questions. Keeping everything in one thread helps NORA maintain context and reduces back and forth.

NORA can help submit escalation requests when appropriate. To help ensure escalations are handled effectively and to avoid duplicates, escalation actions may be subject to standard safeguards.

NORA is designed with safeguards to help filter suspicious or out-of-scope requests and to prioritize accurate handling of customer issues. If something can’t be completed through email, NORA will guide you to the right next step. Information is provided by an AI-powered tool and should be confirmed.

Your feedback helps improve NORA. If your NORA response includes a feedback option, please use it to share comments about your experience.

If you need immediate help or prefer phone/portal support, contact us.