Serviceaide Launches Unique AI Powered Service Management Technology to Improve IT Support Satisfaction

Luma Virtual Support Agent Receives an Innovation of the Year Award

SAN JOSE, CA — Serviceaide, Inc., a global provider of IT service management solutions, today released Luma. Luma is the company’s innovative Artificial Intelligence (AI) enabled virtual support agent, and integral to the company’s Intelligent Service Management product. Luma also received a Bronze IT Excellence Award in the Innovation of The Year category from Pink Elephant this week.

Luma provides intelligent guidance, improves ticket categorization and all but eliminates costly callbacks and reassignments, delivering end-users and support analysts an overall better, more time and cost-effective experience every day. With Luma, Serviceaide estimates that reassignments, mean time to resolution, and ticket cost will all be reduced by more than 30%. Luma users benefit from:

  • Lower cost per ticket
  • Lower mean time to resolution
  • 24×7 ease + availability
  • Out-of-the-box understanding of over a hundred issues, and learns more with every interaction
  • Enhanced customer satisfaction
  • Improved analyst job satisfaction
  • Eliminated callbacks
  • Reduced ticket reassignments
  • Automated ticket closure confirmation
  • Automated customer surveys
  • New intelligent automation opportunities

According to a Serviceaide-commissioned Forrester study,* “Organizations are looking to modern AI-based technologies to increase support analyst satisfaction …Customer support and ITSM systems powered by modern AI-based technologies will improve processes across an organization.”

Luma supercharges IT Service Management with Artificial Intelligence that was designed specifically to address the problem of unactionable service tickets and low user and analyst satisfaction. Luma’s natural language processing and conversational interface guides users to actionable requests and improved self-service. It relieves analysts from the burden of triaging requests and chasing users for more information. Luma learns and interprets user intent, ensuring accurate ticket categorization and assignments, eliminating unnecessary callbacks and reassignments.

“Traditional ticketing processes have become a drag on department budgets and eroded job satisfaction for IT workers, while also frustrating users who don’t always know how to perfectly characterize their problems or needs,” said Wai Wong, Serviceaide’s CEO. “In response, Luma is the intelligent virtual support agent that uses artificial intelligence to improve efficiency and satisfaction for everyone in the support chain.”

In recognition of its innovation, Serviceaide’s new Luma virtual support agent received Pink Elephant’s 2017 Bronze IT Excellence Award in the Innovation of The Year category. This award is given in recognition of a product or service developed by the vendor community that has made a great contribution to ITSM in the last calendar year.

About Serviceaide
Provides customer support and service management solutions to a growing global portfolio of clients who benefit from efficient ticket processing to deliver excellent customer service. IT Service Management functionality ensures that IT systems meet service level agreements and business objectives. The solutions feature configurable ticket management, ITIL-certified processes, scalability, data connectivity, artificial intelligence, and a virtual support agent; all with a low administrative burden and cost of ownership. For more information, visit

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