5-reasons-t-make-virtual-support

We’ve combined the latest in artificial intelligence with natural language processing to create Luma, our truly innovative virtual agent. Together, these technologies enable previously impossible service automation and eliminate many support and ITSM challenges.

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Meet Luma

An AI-Based Virtual Agent that creates intelligent, actionable and engaging conversations. Fully automated to move tickets faster and more efficiently from creation to resolution.

The future of support is conversational experiences for users and automated services.

Benefits of using Luma

Luma allows organizations to provide modern support to their customers and automates many duties of a Level-0 and Level 1 analyst.

  • 24/7 support
  • Self service knowledge
  • Conversational triage of support requests to improve the quality of ticket submission including automated assignment
  • Built-in scheduling for calls and on-site meetings
  • Zero-touch automated resolution of common requests
  • Automated follow-up, ticket closure and customer surveys
  • A conversational interface for support agents and managers to easily monitor tickets and access operational data and KPIs
  • Ships with over 200 commonly used services and analyst tasks
  • Build new capabilities in minutes using a codeless Skills Builder

Luma Improves the Service Experience

End-users

End-users

24x7 availability and intelligent guidance

Support Analysts

End-users

Properly categorized, actionable tickets

Managers

End-users

Interactive access to operational data & KPIs