Articles and News

November 10, 2021

Podcast: Leveraging AI to digitize for maximum impact with Serviceaide

Podcast: Leveraging AI to digitize for maximum impact with Serviceaide

Serviceaide’s vision is to transform Service Management, across ITSM, ESM or Customer Service. We help you transform your service through digital labor conversations, automation and knowledge.

September 27, 2021


How Organizations can Transform Legacy Systems and Processes for The New Digital World

Organizations including government agencies, banks, retailers, manufacturers, distribution companies, service providers and more are searching for new digital strategies to improve customer interactions, revenue and competitiveness.

March 8, 2021


Making The Most Of Your IT Purchases In 2021 — Winning The Zero-Sum Game

Many areas of IT are fungible. You can replace an existing asset with something else that will do the job more cost-efficiently or better. Cloud infrastructure and applications can replace existing spend on on-premise servers and applications. The more fungibility you have in your IT budget, the better.

February 8, 2021

Preparing for the rise of digital labour – virtual agents

Preparing for the rise of digital labour – virtual agents

There has been a lot of hype about the emergence of virtual agents revolutionising the customer service experience. Enterprise Times spoke to Serviceaide’s CEO, Wai Wong and Nancy Bhagat, Business and Marketing executive at Serviceaide about adding intelligence to virtual agents.

January 7, 2021


How AI-Powered Virtual Agents Can Upgrade Municipal Services

Using AI-powered virtual agents as a front end to municipal service help desks could be one major opportunity to improve call center responsiveness, control cost and leverage technology ROI.

December 11, 2020


CSN empowers its employees and increases productivity with Microsoft 365 solutions (CSN empodera seus funcionários e eleva produtividade com soluções do pacote Microsoft 365)

The CSN Digital project optimized internal communication and eased the cost with traditional databases. This includes rolling out Luma – the Serviceaide Virtual agent.

October 23, 2020


How To Bring AI Into Your Service And Support Organization

IDC predicts that spending on AI systems and solutions will experience a booming cumulative annual growth rate (CAGR) of 20.1% over a four-year period from 2019-2024.

September 3, 2020


Closing The Knowledge Gap To Improve Enterprise Services

Enterprise service and support is one critical area of business that can gain huge advantages by closing the knowledge gap. AI-powered virtual agents with a knowledge hub can be a powerful bridge in closing this knowledge gap.

July 29, 2020


Achieving Rapid Growth And Market Share Through Strategic Acquisitions

When it comes to growth, acquisitions are often a valuable strategic weapon that can accelerate time to market and efficiently capture new customers, talent, resources and product lines.

July 20, 2020

Role of AI in Service Automation and Management

The value of an intelligent virtual agent with automation and knowledge is very tangible. As companies improve request responses, both providing the right information as well as speeding up the process, they also optimize through directed assisted learning.

June 16, 2020


How To Solve Service Delays Caused By Data Sprawl

Data is only as valuable as your customer service agents' ability to access and use it. If a human agent cannot find the correct information or does not fully understand the insights it provides, the customer's experience is going to suffer.

June 2, 2020

Intelligent Chatbots – Your New Virtual Security Guardian

Advanced chatbots can reduce the vulnerability of systems by funneling communications through highly secure protocols and by providing appropriate access to virtual agent knowledge and skills.

May 20, 2020

Serviceaide Launches the Luma Virtual Agent 2.X Series, The Next Generation Of Its Proven AI-Powered Virtual Agent

Serviceaide, Inc., a global provider of intelligent, enterprise service management solutions, announced the launch of the Luma Virtual Agent 2.X Series, with a new architecture designed to provide superior digital support and service.

May 20, 2020

Serviceaide Launches the Luma Virtual Agent 2.X Series

The Luma VA 2.X series architecture will enable the integration of automation and knowledge management capabilities to be launched later this year. This includes advanced analytics and reporting.

April 27, 2020

AI-Powered Service And Support: Improving Business Efficiency And Continuity At A Critical Time

Executives are always conscious of cost-cutting and increasing efficiencies — especially with disruptions due to COVID-19. AI-powered solutions can address cost savings and business continuity.

April 2, 2020

Virtual agents can take enterprise service management to new levels

Virtual agents can take enterprise service management to new levels

Chatbots are being deployed by organizations for a variety of purposes. Some chatbots are relatively simple and limited to answering questions with pre-loaded answers, while others are intelligent and possess the ability to learn.

March 12, 2020

A New Generation Of Intelligent Chatbots Will Transform The Way Services Are Delivered

A New Generation Of Intelligent Chatbots Will Transform The Way Services Are Delivered

Artificial intelligence is widely recognized today as a technology domain with broad and profound implications for almost every facet of business and human endeavor. With hundreds of potential use cases in the enterprise, many business and IT executives are asking themselves where to begin.

March 8, 2020

5 Big Questions On Innovation

5 Big Questions On Innovation

An interview with Wai Wong, the CEO of Serviceaide, whose company is reinventing innovation in the AI Virtual Agent industry. He says, the AI model, based around insights and encoded knowledge, will be extremely impactful in the coming years.

March 3, 2020

Closing the gap between private- and public-sector service delivery

As government agencies around the world consider new technologies and invest in solutions to narrow the gap between public- and private-sector experiences, they should look to artificial intelligence.

November 22, 2019

The Virtual Agent: A Mouse Problem & Other Support Queries

An interview with Wai Wong, the CEO of Serviceaide, whose company is reinventing enterprise service management through the implementation of artificial intelligence and a virtual agent solution called “Luma”.

November 14, 2019

How Intelligent Chatbots Enable Better Enterprise Service Experiences

How Intelligent Chatbots Enable Better Enterprise Service Experiences

Enterprise service management (ESM) benefits a business by improving the delivery of the services that employees need to perform their roles effectively.

November 1, 2019

Why you need to interview chatbot candidates

Why you need to interview chatbot candidates

Learning the right questions to ask when evaluating chatbot technologies and the benefits and challenges of integration.

September 30, 2019

End to End Interaction with Luma Automation

Luma Automation, combined with Luma Virtual Agent, includes several individually unique points and value for customers.

September 27, 2019

No Jitter Roll: Five for Friday

The automation solution can be integrated with Serviceaide’s AI-based Luma Virtual Agent, allowing users to automate numerous tasks for virtual agents through a conversational interface.

September 25, 2019

Serviceaide Launches Luma Automation

The addition of Luma Automation to Serviceaide’s Luma Virtual Agent makes requesting and receiving service help as simple as sending a text or voice message.

July 10, 2019

Pushing past chatbot challenges will secure their longevity

For chatbots to remain in enterprise futures, developers and data scientists need to get flexible. From open source to intelligent sharing, chatbot collaboration will boost benefits.

July 8, 2019

Ways to Provide Better Service Experiences for External and Internal Customers

Virtual agents are enabling organizations to provide better customer service experiences. Better service means improved productivity. Find out what to consider when selecting a Virtual Agent.

June 28, 2019

Explore artificial intelligence in ITSM and the tool options

All AI-enabled ITSM tools aim to streamline and automate IT operations, but buyers must make the right selection to get the most out of these products.

June 19, 2019

7 Things to Consider When Choosing a Virtual Agent

With the right solution, issues such as password resets can be resolved without involving human agents.

June 11, 2019

A better era for IT service desks

For too long, IT service desk teams have struggled with tools which are inadequate for maintaining complex organizational infrastructures. Learn why the future doesn’t have to be a repetition of the past:

June 5, 2019

5 Channel Partner Update

Serviceaide has upgraded Luma, a virtual agent for automating IT and other service management functions. The new capabilities are listed here.

June 4, 2019

Serviceaide Announces Major Advances in Service Management with Added Capabilities to Luma, its Virtual Agent

Luma Upgrade Delivers New Automation and Skills-Building Capabilities that Make 24×7 Services More Cost-Effective and Intuitive for Support Teams and End Users.

June 4, 2019

Serviceaide Adds to Luma’s Capabilities

Serviceaide has added capabilities to Luma, its intelligent virtual agent. Learn more about the new features in this article:

May 27, 2019

Ingram Micro expands Serviceaide cloud deal across Asia

Ingram Micro has signed an expanded cloud distribution agreement with Serviceaide, targeting the channel across the wider Asian market. Learn more in this article:

May 14, 2019

Ingram Micro, Serviceaide Reach Cloud Distribution Agreement

Serviceaide has a new distribution agreement with Ingram Micro to offer Luma, its AI-powered virtual agent, to resellers through the Ingram Micro Cloud Marketplace.

April 16, 2019

24×7 Customer Service without additional headcount

Virtual agents enable companies of all sizes to offer round-the-clock customer service without adding headcount. Learn why in this article from CIO Review:

April 16, 2019

Why You Need to Invest in Your Marketers

While marketing leaders may be inclined to focus on output, they shouldn’t forget about keeping their staff motivated and inspired, and creating great customer experiences.

April 12, 2019

How virtual agents can transform IT service desks

Virtual agents are empowering federal, state and local governments to offer better customer support experiences to employees. Find out more in this GCN article:

April 8, 2019

How AI is helping the help desk

Service desk chatbots are just the beginning. AI-driven tools will soon tap predictive analytics for better decision making in incident management, demand planning and more.