Meet Luma™ for Service Desk Manager
Take advantage of cutting-edge virtual agent technology to easily expand the channels of interaction with your self-service users. Serviceaide’s Luma virtual agent technology provides customers with a natural language conversational approach to IT Service Management. Luma operates on conversational channels such as Slack, Skype for Business, Microsoft teams, and even Facebook to make access to support ubiquitous across communication channels and available 7X24. Provide support whenever and wherever needed in an easy to consume manner.
No system upgrades or costly changes to your SDM implementation.
Out of the box skills.
Luma includes over 170 pre-defined skills targeted to the needs of self-service users as well as other skills focused on the activity and management functions for use by service desk analysts and managers. The Luma Skill Builder tool allows for the creation of additional skills, Management of the virtual agents, deployment into additional channels and other administrative functions.
Built for security
Luma for SDM provides mechanisms for establishing secure access between the Luma virtual agent instances and service desk manager implementations and then leverages the SDM security model to control the data access and permissions level for interactions performed through the conversational channels. This means that the security rules you set in place within SDM are enforced when constituents use Luma to access ticket information, search knowledge documents, or submit requests.