Serviceaide Adds New Capabilities to Luma
June 20, 2019
Share this

Serviceaide announced significant new capabilities to Luma, its intelligent virtual agent for automating IT and other service management functions.

Luma dramatically improves end-user and customer support satisfaction, enables easy-to-use, 24x7 self-service, and substantially reduces the cost of delivering high-quality service and support.

Serviceaide's AI-powered Luma Virtual Agent engages end users and analysts through a simple, conversational interface to understand and expedite service requests, accelerate resolution times, and automate service delivery.

The latest version of Luma delivers exciting new capabilities that make it even easier to configure, skills-train, measure, and automate workflows and services.

Among new features in Luma are:

- Advanced Workflow Automation—Luma now automates a comprehensive range of enterprise end user services and IT support functions. Automation can cover end user requests as diverse as resetting a password to pulling a pipeline report from Salesforce. Luma can now offload even more work from IT including IT Ops and DevOps tasks unifying these functions through a flexible Chat Ops model to automate an extensive set of activities such as remediation of a network issue through Zabbix, provisioning a new VM within AWS, to supporting a bug's remediation lifecycle through Jira.

- Improved Knowledge Democratization—Allows service and support teams to rapidly build Luma's knowledge base without coding by uploading FAQs and ingesting policy and procedure manuals and other support-related content which automatically trains Luma to answer questions and provide solutions in any service area.

- Automated User Synch—Managing user access in a large enterprise with thousands of users can be a challenge. Luma's new user synch capability connects to Active Directory, ServiceNow or other ITSM or user repositories keeping users and group membership and global user attributes up to date from the authoritative company repository.

- Integrated Customer Satisfaction Survey—Automatically asks customers to rate their level of satisfaction to ensure Luma is meeting user needs. The built-in survey mechanism achieves high user response rates enabling continuous and timely improvement of the user experience – and evolving user needs.

- Web Widget—Luma interacts with users using natural language processing across a wide range of popular communications channels, including Skype, Microsoft Teams, Skype, Google Hangouts, WhatsApp, and others. The new web chat widget gives companies the flexibility to integrate Luma into their existing web portals or apps and fully leverage Luma through any platform.

"Serviceaide continues to set the standard for intelligent virtual support and service automation," said Wai Wong, CEO and co-founder of Serviceaide. "Internal IT organizations, managed service providers, and a wide range of enterprise support functions are realizing exciting improvements in customer satisfaction, time-to-resolution, quality of service, and reduced support costs. The latest version of Luma brings valuable new innovations to our customers and end users to further advance the benefits of AI-powered service and support."

Luma's conversational interface guides users to create actionable requests and vastly improved self-service. Its automated services frequently deflect support tickets by providing immediate fulfillment or resolutions to users. It also relieves analysts from the burden of chasing down users for more information and handling repeatable mundane requests. Luma integrates seamlessly with leading service management systems, as well as with Serviceaide's full-featured IT service management suite, Intelligent Service Management. It is available as a pre-trained virtual agent for IT service and support and is also being used by customers around the world in a wide variety of other customer service and support scenarios.

Share this

The Latest

December 11, 2019

As the New Year approaches, it is time for APMdigest's 10th annual list of Application Performance Management (APM) predictions. Industry experts offer thoughtful, insightful, and often controversial predictions on how APM and related technologies will evolve and impact business in 2020 ...

December 10, 2019

Enterprises with services operating in the cloud are overspending by millions due to inefficiencies with their apps and runtime environments, according to a poll conducted by Lead to Market, and commissioned by Opsani. 69 Percent of respondents report regularly overspending on their cloud budget by 25 percent or more, leading to a loss of millions on unnecessary cloud spend ...

December 09, 2019

For IT professionals responsible for upgrading users to Windows 10, it's crunch time. End of regular support for Windows 7 is nearly here (January 14, 2020) but as many as 59% say that only a portion of their users have been migrated to Windows 10 ...

December 05, 2019

Application performance monitoring (APM) has become one of the key strategies adopted by IT teams and application owners in today’s era of digital business services. Application downtime has always been considered adverse to business productivity. But in today’s digital economy, what is becoming equally dreadful is application slowdown. When an application is slow, the end user’s experience accessing the application is negatively affected leaving a dent on the business in terms of commercial loss and brand damage ...

December 04, 2019

Useful digital transformation means altering or designing new business processes, and implementing them via the people and technology changes needed to support these new business processes ...

December 03, 2019
The word "digital" is today thrown around in word and phrase like rice at a wedding and never do two utterances thereof have the same meaning. Common phrases like "digital skills" and "digital transformation" are explained in 101 different ways. The outcome of this is a predictable cycle of confusion, especially at business management level where often the answer to business issues is "more technology" ...
December 02, 2019

xMatters recently released the results of its Incident Management in the Age of Customer-Centricity research study to better understand the range of various incident management practices and how the increased focus on customer experience has caused roles across an organization to evolve. Findings highlight the ongoing challenges organizations face as they continue to introduce and rapidly evolve digital services ...

November 26, 2019

The new App Attention Index Report from AppDynamics finds that consumers are using an average 32 digital services every day — more than four times as many as they realize. What's more, their use of digital services has evolved from a conscious decision to carry around a device and use it for a specific task, to an unconscious and automated behavior — a digital reflex. So what does all this mean for the IT teams driving application performance on the backend? Bottom line: delivering seamless and world-class digital experiences is critical if businesses want to stay relevant and ensure long-term customer loyalty. Here are some key considerations for IT leaders and developers to consider ...

November 25, 2019

Through the adoption of agile technologies, financial firms can begin to use software to both operate more effectively and be faster to market with improvements for customer experiences. Making sure there is the necessary software in place to give customers frictionless everyday activities, like remote deposits, business overdraft services and wealth management, is key for a positive customer experience ...

November 21, 2019

For the past two years, Couchbase has been digging into enterprises' digital strategies. Can they deliver the experiences and services their end-users need? What pressure are they under to innovate and succeed? And what is driving investments in new technologies? ...