SAN JOSE, CA. (January 26, 2021)—Serviceaide, Inc., a global provider of intelligent IT and enterprise service management solutions, today announced a new mobile application for its Point of Business (POB) service management platform redesigned to provide higher levels of usability and accessibility for end-users and support teams. The application is also built to provide integration with virtual agent technology, including Serviceaide’s Luma Virtual Agent.
The new application offers a wide range of next-generation features and functions, including a new easy-to-use interface, access from any web-enabled mobile device, the ability to determine a user’s location, and simple drop-down access to recent support activities, such as cases, activities, and tasks, and support for virtual agent conversations. It also provides offline capabilities when a user has no network connectivity, providing the ability to update assigned work while offline. Once back online, the system automatically updates POB.
“Our new POB mobile app is another breakthrough in improving user experiences, cost efficiency, and time-to support resolution,” said Wai Wong, President, and CEO of Serviceaide. “This is one more example of our ability and commitment to innovate rapidly after our acquisition of Wendia and its POB platform just two months ago. We intend to quickly extend our existing integration between POB and our Serviceaide Luma Virtual Agent via this new mobile app.”
POB’s mobile app includes the ability to pinpoint a user’s location, quickly and simply identify on-premise and public technology assets, and replace costly and satisfaction-robbing errors associated with manual entry of locations, serial numbers, and issue descriptions. Users can now also access all the functionality of logging into POB online from their personal mobile device. “Many of our customers are excited for this new POB G6 2.0 release. The seamless integration with POB Web will enable more productivity and agility for both support and end-users,” said Kevin Goertzen, VP Global Solutions at Serviceaide.
POB is a highly customizable enterprise service management platform used by large and mid-sized enterprises worldwide efficiently manage and automate a wide range of business and service functions, including modules for service desk management, configuration and asset management, purchase and inventory management, and self-service and automation.
Luma 2.5 is an award-winning AI-powered virtual agent that transforms service management across ITSM, ESM, and Customer Service. It is the first virtual agent solution optimized to provide easy conversational access for end-users and support personnel to a wide range of enterprise knowledge assets and automated services. The Luma Digital Product Suite applies breakthroughs in artificial intelligence, machine learning, and natural language processing to seamlessly handle service requests, incidents, and user inquiries, dramatically improving service responsiveness, user satisfaction, and cost-efficiencies. Luma works across voice and messaging channels, including support for all leading collaboration channels; as well as several services and support solutions.
Serviceaide is a leader in intelligent service and support. Serviceaide’s vision is to transform service management, across ITSM, ESM, and Customer Service. Serving customers around the world, Serviceaide applies breakthroughs in artificial intelligence, machine learning, and natural language processing to deliver better experiences, provide enhanced self-service and empower service owners. Serviceaide transforms service through digital labor conversations, automation, and knowledge. For more information, visit www.serviceaide.com.