Meet 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.
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!!
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