Data Sheet
Luma™—The Virtual Agent with Artificial Intelligence
Deflect tickets and automate user requests through a conversation
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:
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
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.