The world around us is changing. Artificial intelligence (AI) is everywhere. Organizations are using AI to work efficiently, products are becoming more useful, and our world is more personalized. The service desk must keep up. Customers demand a superior, automated, and intelligent experience, and companies are moving away from rigid, cumbersome service delivery models. ChangeGear bolsters end user service with all of the critical ITSM practices, plus an intelligent virtual agent with knowledge management capabilities. Luma Virtual Agent is now the conversational interface for ChangeGear to offload IT analyst workload and to offer a better self service experience to employees.