The ultimate goal for service and support is to enhance self-service. Deflecting requests reduces money and directly improves user satisfaction. Conversational platforms can streamline and deliver support in a consumer-like, intuitive manner. Luma Virtual Agent (VA) is the industry’s first knowledge-centered virtual agent for streamlining enterprise service and support. Luma VA leverages knowledge functionality to harness the power of information and make it consumable.
Just imagine:
A conversational interface that guides users to actionable requests and improves self-service.
A virtual agent that chases down end-users for more information; providing your workforce with extended service hours, remote management and ensures service continuity.
A set of re-usable skills and automated tasks targeted to the needs of self-service users.
A speedy implementation within weeks, not months for quick time to value.
We hired Serviceaide because they are a client-focused company. They listened to our challenges and provided viable solutions. We were able to leverage the virtual agent technology and seamlessly integrate into our existing service desk ticketing system. This provided our customers with an enhanced self-service experience as well as another avenue to support our diverse citizen base .
Help users find answers to questions easily. Leverage predictive capabilities to anticipate unmet needs.
Organizations using Luma can reduce costs by 30% or more. Automate processes. Implement AI capabilities quickly, within a low or no-code environment.
Help employees and customers get what they want with always-on and multi-channel access.
Luma seamlessly integrates with existing service and support infrastructures and processes. Including ChangeGear, ServiceNow, Cherwell, BMC, TOPdesk, Wendia POB and others. Luma also supports multiple communications channels including MS Teams, Slack, Google, WhatsApp and WeChat.
With Luma Virtual Agent you can access your knowledge anywhere to make it available and actionable. From any channel and application, with no manual intervention. Luma Knowledge is a knowledge centered service that optimizes the access, re-use and improvement of data into the day to day needs of users to provide relevant information and quickly solve problems.
Luma is more than an intelligent chatbot. Luma includes an automation engine that allows many service workflows to be implemented without analyst involvement.
Luma’s intuitive user interface enables service desk administrators to configure automation workflows and view integrations intuitively and quickly.
More than 25 workflows are available out-of-the-box and more work flows are added with each new release of Luma.
Luma’s conversational agent asks end-users to provide all the information that’s needed to ensure tickets are fully formed and actionable.
First, the user makes the request in their own words or terminology, the NLP engine processes their request and matches it to what we call a skill, essentially a conversation, with an action at the end of it.
Then Luma prompts the user with a set of questions to triage the request or issue and, where possible, it completely automates its resolution or creates a service request or incident.
Luma improves analyst productivity by offloading many mundane tasks such as following up with end users and closing tickets.
Luma follows up by reaching out to the end user via chat and asks if the issue has been resolved to their satisfaction.
Luma also follows up on tasks pending approval or incidents pending an update from the customer.
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