Luma is a Virtual Support Agent that (Luma VA) allows users to interact in a conversational manner to resolve their issues or interact with the Service Management team. It provides a faster and easier way for end-users to interact with the Service Management team 24x7 and aims to reduce repetitive manual tasks that burden support agents.
Luma VA platform assists in building and deploying a conversational user experience interface with AI/ML capabilities in several key channels and can be integrated to any ITSM system.
Users can converse with Luma using the channel which is configured for the Bot to work with.
Luma VA eliminates tedious repetitive tasks to keep the Service Management team more productive and helps to improve customer satisfaction.
Luma
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The platform’s key components include
Conversation Designer
Task Execution Framework
Artificial Intelligence
Natural Language Processing Engine
Communication Channels
Integration to Luma Knowledge
Luma fulfills the user requests by the execution of the Skill which is the basic building block of Luma. The below diagram depicts how various components of Luma interact to execute a Skill.
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VA is built around Artificial Intelligence and is :
A scalable, digital member of the team and can interact across different user and administrative groups.
Handles BOTH inbound and outbound queries.
Interact with other systems or can even perform the work itself.
Offers strong automation functionality.
Provides a quick return on investment and productivity
Serves as a single contact point for service interactions.
Transfer to an Agent in case users want to interact with an agent during conversation with a Bot
Supports all major Communication Channels to support conversations between Bot and Users
Follow-ups
Multilingual support
Integrated with Luma Knowledge
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