Meet Luma, the Virtual Agent

Luma the Virtual Agent

Luma is a Virtual Agent that streamlines IT service management using artificial intelligence. Luma’s conversational interface guides users to actionable requests and improved self-service. Its automated services deflect tickets and provide immediate resolutions to users. Luma relieves analysts from the burden of triaging requests, chasing down users for more information and handling repeatable mundane requests.

Utilize your favorite conversational channels to offload Level-0 and Level-1 service requests, expose FAQs and knowledge articles, create well-formed service requests, schedule calls or meetings and to manage tickets and gain valuable reports and insights. Luma helps you enhance your service desk with a more intelligent approach that is optimized for end-users, analysts, and managers.

Serviceaide System Performance on Various Devices
Serviceaide Integrates with leading ITSM solutions

Luma integrates seamlessly with leading ITSM solutions such as CA Service Desk Manager, Cherwell, Connectwise, EasyVista, Freshservice Kaseya and ServiceNow. And, of course, it also connects to Serviceaide’s Intelligent Service Management solution.

Luma’s Performance Gets Better and Better

Always Helpful, Always Available

Luma understands statements and questions, is empathetic, and follows up to make sure every person is satisfied. And it is available 24 hours a day, seven days a week.

Uncommon Efficiency, Unrivaled ITIL Expertise

Luma follows Information Technology Infrastructure Library (ITIL) processes and frees analysts to focus on more interesting and valuable tasks.

Its Intelligence Continues to Grow

Luma never stops learning. Its knowledge base expands as it interacts with customers, end-users, and support analysts.

There's a Skill for that

There’s a Skill for that!!

Luma includes over 200 out of the box 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.

Need custom skills?

Skills Builder is a tool designed for Service Management administrators to build skills. Create an FAQ conversation in minutes. Build triage conversations that trigger the creation of a ticket. Create skills from your existing Service Catalog. Skills Builder is designed for desktop or tablet devices, so you can create the next great skill from anywhere.

Superior Support for All


Elevate your customer support with support agents that are available 24/7.

Support Analysts

Spare your analysts from the drudgery of chasing down details, confirming resolutions, and initiating surveys.


Make managers more effective by giving them fast access to operational data and KPIs, to provide more consistent support.


Businesses are quickly realizing the power of Luma.