Luma Virtual Agent: Instant Answers, Automated Service, Everywhere Your Users Are

Most service teams want the same three outcomes: fewer tickets, faster resolutions, and happier users. The fastest way to get there is to meet people where they already work, understand what they mean in plain language, and resolve their request without a hand-off whenever possible. That’s exactly what Serviceaide Luma Virtual Agent (VA) is built to do. It blends conversational AI, enterprise knowledge, and automation so employees and customers can ask a question the way they’d ask a colleague—and get the right answer or completed task in seconds, 24×7.

What Luma VA Is (and Why It’s Different)

Luma VA is a second-generation, production-proven virtual agent used by organizations around the world. It improves service management and customer experience by guiding users to the best solution and relevant knowledge, with responses that are more accurate and timely than legacy portals or forms. Under the hood, Luma combines Natural Language Processing (NLP) with conversational AI to understand everyday language over text or voice, then acts on it—answering questions, creating tickets, triaging requests, automating fulfillment, and looping in a human when needed.

What sets Luma apart is how it bridges machine-driven support and human-based experiences. It natively integrates with your service tools and communication channels, so users don’t have to “go somewhere else” to get help. And because it’s backed by enterprise knowledge integration, Luma can distinguish when a user needs an answer versus a task—and deliver either one, instantly.

Meet Users Where They Already Work

Adoption rises when self-service is effortless. Luma VA plugs into popular messaging and collaboration apps—Slack, Microsoft Teams, Facebook Messenger, WhatsApp, WeChat—and can be embedded as a lightweight web widget. Users can report issues, ask questions, or request services from any device, at any time, without opening a separate portal. For voice-first environments, Luma IVR turns your PBX/IVR into an intelligent virtual agent that captures the right details and automates resolutions over the phone.

Knowledge + Conversation = First-Contact Resolution

Great virtual agents run on great knowledge. Luma VA connects to your enterprise knowledge so answers are available and actionable inside the conversation itself. It can disambiguate vague requests, serve up the best-fit article or FAQ, and close the feedback loop by sending usage signals back to the knowledge base—improving content quality over time. Combined with Serviceaide’s Luma Knowledge, you can stand up a true knowledge-centered service motion that steadily boosts self-service and deflects tickets.

From Questions to Completed Workflows

Many requests aren’t just questions—they’re actions. Luma VA doesn’t stop at answers; it executes. Out of the box, it can handle common IT tasks like password resets, user/account changes, Active Directory or LDAP actions, checking service status on Linux/Windows, starting/stopping services in AWS or Azure, provisioning/de-provisioning VMs, running PowerShell/SSH scripts, executing SQL queries, and more. It can send surveys, emails, and notifications, and it supports ticket eBonding to keep systems in sync. Most organizations see that their top three request types account for 70%+ of volume, which makes automation a clear win.

No-Code Skills You Can Launch in Days

You don’t need a team of developers to scale Luma. With the codeless Luma Skills Builder, admins use no-/low-code workflows and 200+ reusable skills to create FAQ conversations, triage flows that open tickets with complete context, and service catalog interactions that trigger automated fulfillment. You can expose your existing catalog, add new services powered by workflow, or call any system that exposes REST or SOAP—and you only pay for what you use. Teams routinely implement quickly and expand iteratively as adoption grows.

Tangible Benefits You Can Measure

End-user access without friction. Requests flow through chat tools or a web widget—no app launches, no context-switching. For phone-centric audiences, Luma IVR brings the same intelligence to voice.

Higher self-service and lower cost-to-serve. By resolving routine issues conversationally and capturing complete, structured details for the rest, Luma can deflect a large share of tickets and automatically categorize and prioritize the ones that remain—so analysts focus on higher-value work. Many teams see immediate resolution for up to 70% of their tickets without analyst involvement.

Better decisions, faster. AI-driven workflows improve with every interaction. Over time, Luma’s guidance and routing surpass manual triage, unlocking step-change gains in efficiency while keeping humans in the loop for judgment calls.

Gartner notes that 99% of AI initiatives in ITSM fail without an established knowledge management foundation—Luma’s tight knowledge integration is designed to beat those odds.

Integrations That Fit Your Stack

Luma works alongside your existing service tools and infrastructure. The ecosystem includes ServiceNow, BMC Remedy, Ivanti, Cherwell, Jira, Freshservice, ConnectWise, EasyVista, Kaseya, SolarWinds Web Help Desk, TOPdesk, CA Service Desk Manager, ChangeGear, Serviceaide ISM, and Point of Business (POB), among others—plus connectors across cloud, databases, and enterprise apps to orchestrate fulfillment end-to-end.

Administration You’ll Actually Enjoy

Day-to-day administration is streamlined with a modern UI, contextual tooltips, and 30+ recent enhancements that make it simpler to set up, tune, and automate alerts. Because Luma captures the right data at the right moments, your reports reflect reality: which conversations resolved without a hand-off, which automations saved the most time, and where to expand next.

Getting Started

Whether you’re adding a virtual agent to your ITSM platform or augmenting support in HR, Facilities, or Customer Service, Luma VA activates quickly and scales with demand. Start with the high-volume requests (often your top three), wire up knowledge-backed answers and automations, and expand skills across channels as adoption grows. The result is a service experience that feels modern to users and measurably lighter for your team. The future of service management is here: AI-powered service and support, fused with automation and knowledge, in one virtual agent.

See Luma VA in action

Ready to reduce tickets, accelerate resolutions, and give your users instant, channel-native service? Let’s connect for a demo and map your first 30 days with Luma Virtual Agent.

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