Data Sheet

Luma—The Virtual Agent with Artificial Intelligence

Data Sheet

Deflect tickets and automate user requests through a conversation

Luma creates more satisfying and productive support experiences for users and analysts using intelligent assistance.

Developed explicitly for Service Management, Luma is a Virtual Agent that leverages artificial intelligence, natural language processing and machine learning to enable conversational approaches to issue resolution. Luma includes over 200 pre-defined skills and automated tasks targeted to the needs of self-service users. Other purpose built skills support activities and functions used by service
desk analysts and managers.

Luma expands self-service adoption by allowing users to communicate through the messaging applications they already use, such as Facebook Messenger, Microsoft Teams, Google Hangouts, Slack, Skype, WeChat and WhatsApp. Luma enables issues to be reported anywhere and at any time, in an intuitive manner.

The Luma Skills Builder tool allows for the creation of additional skills, management of virtual agents, deployment into additional channels and other administrative functions.

Luma automates manual responsibilities of level-0 and level-1 analysts:

Offers answers to common issues
Creates and triages actionable tickets
Fills out catalog requests
Initiates automated fulfillment in external systems
Transfers interactions to support analysts when needed
Schedules support calls when required
Automates follow ups

Easy Access

Luma 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.

Real Self Service

Deflect tickets and automate service delivery through a conversation. Provide immediate
resolutions to users without analyst involvement, or zero touch. Utilize conversational FAQs
and knowledge articles in the same interface for the ultimate in ticket deflection.

Automated Services

Automate user requests such as reset password, add an account, or provision a virtual machine without any need for human intervention. Or add your own workflows using an extensive inventory of connectors covering most common IT infrastructure.

Automated Services

Automate user requests such as reset password, add an account, or provision a virtual
machine without any need for human intervention. Or add your own workflows using an
extensive inventory of connectors covering most common IT infrastructure.

Actionable Tickets

Capture all information required and automatically categorize and prioritize to ensure
tickets are routed to the relevant group for one-and-done processing. Eliminate incomplete
and inaccurate information coming in from emails.

Conversational Service Catalog

Expose existing Service Catalog Offerings as a guided conversation ensuring users choose the right service, and correctly supply the necessary information. Move away from outdated forms and applications which users dislike and struggle to use.

Automated Follow-ups

Accelerate ticket closure by obtaining additional information from users when needed, send out notifications, handle approvals or follow up and survey to automate ticket closure. Enable analysts to stay focused on high-value work.

Transfer to Analyst

When needed Luma transfers the conversation to an analyst who can review the conversation and pick up where Luma left off so users don’t have to repeat themselves.

Schedule Support

Schedule calls or meetings and synch them on users’ and analysts’ calendars

Turnkey and Extensible

Extend Luma using our codeless Skills Builder. Administrators can easily extend and customize Luma. Create an FAQ conversation in minutes or build triage conversations that trigger the creation of a ticket. Expose your existing Service Catalog, add services powered by automated workflows or call any system that exposes REST or SOAP services. Machine Learning ensures Luma gets smarter the more it is used.

Automated IT Functions

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
Cleanup a folder or disk
Execute PowerShell or SSH script
Execute SQL queries
Connectors for ticket ebonding to Cherwell, Atlassian, FreshService, Zendesk, Salesforce, ServiceNow
Send surveys, emails, and notifications

Growing list of ITSM integrations includes:

Serviceaide Intelligent Service Management, CA Service Desk Manager, Cherwell, ConnectWise, EasyVista, Freshservice, Ivanti, Kaseya, ServiceNow, and Solarwinds Web Help Desk.

Request Demo.