Luma

Luma Virtual Agent

IMPROVE SELF-SERVICE AND PRODUCTIVITY

Luma Virtual Agent with enterprise knowledge integration reduces manual and costly support while enabling a more agile and autonomous service desk.

With this second-generation platform, Luma Virtual Agent (VA) is a proven solution with customer uses cases across the globe. Luma VA improves service management and customer experience by guiding users to the best solution and knowledge artifacts. Responses are more relevant, accurate and timely. Luma is an intelligent virtual assistant that blends machine-driven support and human-based experiences. With Natural Language Processing (NLP), conversational Artificial Intelligence (AI) allows you to use everyday language to interact with a virtual agent and enables immediate responses around the clock. Through text or voice, customers can ask questions, find answers to problems and have their concerns addressed.

Luma VA provides end users with better service experiences and enables service management teams to focus on higher value activities by offloading repetitive tasks. You can add a virtual agent to your ITSM platform, or any enterprise support solution. Serviceaide offers a comprehensive set of integrations across service solutions, applications and communication channels.

Luma VA expands self-service adoption by allowing users to communicate through the messaging applications they already use, such as Slack, Microsoft Teams, Facebook Messenger, WhatsApp and WeChat to name a few. Issues can be reported anywhere and at any time, in an intuitive manner.

LUMA VIRTUAL AGENT KEY BENEFITS:

Luma VA leverages AI to streamline and improve service response, with an implementation plan that allows you to activate quickly.

End-user Access: Luma VA enables requests to be reported conveniently through popular messaging apps or an embeddable web widget instead of having to launch an application, open a web browser or make a phone call.

Improve Self-Service: Deflect tickets and automate service delivery through an intelligent conversation. Provide immediate resolution to users without analyst involvement for up to 70% of your tickets. Utilize conversational FAQs and knowledge articles in the same interface. Capture all the information required and automatically categorize and prioritize ticket routing to eliminate incomplete and inaccurate information often coming from emails. Luma IVR, an interactive voice recognition capability allows companies to turn their PBX or IVR systems into intelligent virtual agents that simplify and automate the resolution of service requests from customers and enterprise end-users.

Relevant Information: With knowledge features, Luma VA can access your knowledge anywhere, making it available and actionable. Combined with the Luma Knowledge, you can create a knowledge centered service to access data and federate it across the enterprise. This allows Luma VA to respond with information that is relevant to the query and quickly distill what information is applicable to resolve the issue.

Enhanced Decision making: With an AI driven workflow, the value is speed and optimization. With Luma VA, responses improve over time, surpassing what humans alone can do. This creates step-change improvement in efficiency and enables new capabilities. AI can be used to generate possibilities from which humans can pick the best alternative given the additional information they have access to.

Automate Services: Automate user requests such as reset password, add an account, or provision a virtual machine without any need for human intervention. Add your own workflows using an extensive inventory of connectors covering most common IT infrastructures. Most organizations find frequent requests (top three) represent 70% plus of the volume.

Improved administration: With new tools and User Interface, it is easier than ever to set up, use, and automate alerts. The latest release includes over 30 enhancements to Luma administration as well as new tool tips.

AUTOMATE MANUAL RESPONSIBILITIES FOR ENTRY LEVEL ANALYSTS:

• Offer answers to common issues
• Create and triage actionable tickets
• Fill out catalog requests
• Initiate automated fulfillment in external systems
• Transfer interactions to support analysts when needed
• Schedule support calls when required
• Automate follow up

KNOWLEDGE FEATURES ENHANCE LUMA VIRTUAL AGENT:

• Serves up Knowledge: Luma serves as the bridge between data and the end requester.
• Differentiates between request types: Luma can disambiguate the request for knowledge and serve up information that is the best fit.
• Closes the loop: Luma provides feedback from interactions back into the knowledge base.
• Provides better answers: Luma leverages contextual suggestions for new content and more effective responses.

AUTOMATE TYPICAL IT FUNCTIONS WITH LUMA VIRTUAL AGENT:

• Reset password
• Manage users in Active Directory
• Manage and authenticate in LDAP servers
• Check service status on Linux and Windows
• Start or stop services in AWS or Azure
• Provision/de-provision a VM in AWS or Azure
• Clean up a folder or disk
• Execute PowerShell or SSH script
• Execute SQL queries
• Connectors for ticket eBonding
• Send surveys, emails, and notifications

99% of artificial intelligence (AI) initiatives in IT service management (ITSM) will fail due to the lack of an established knowledge management foundation. - Source: Gartner “When Will AI Virtual Support Agents Replace Your IT Service Desk”