There’s seldom a day goes by when I don’t see news about artificial intelligence. And rightly so—the maturity of AI is improving rapidly and the potential for transformation is unprecedented.
Chatbots are getting a lot of attention. Some chatbots are relatively simple and limited to answering questions with pre-loaded answers, while others are intelligent and possess the ability to learn. The latter, when purpose-built to provide customer support functionality, are often referred to as virtual agents.
Virtual agents will significantly alter the way employees interact with support desks. At present, however, there is no standard method for evaluating virtual agents and several people that I’ve spoken with in recent months have told me that they are unsure how to compare one virtual agent to another.
Luma is our virtual agent. We’ve designed and evolved Luma carefully over several years. We like to think of Luma as a support agent that happens to be virtual. Its conversational interface enables users to present their issues in their words, not the language of IT. Luma guides users to provide the information required to create fully formed tickets. In many cases, such as password resets, issues can be resolved without involving human agents.
Here is some of the functionality that’s included in Luma that we believe is mandatory in every virtual agent:
Skimping on functionality is going to impede your virtual agent from transforming the support experiences of users and enhancing the productivity and satisfaction of your help desk team. Be sure, instead, to choose a virtual agent that provides you with everything on this list.