Luma improves the Service Management experience for all user types:
- End usersUsers: Luma is a new conversational channel for self-service. Luma's Natural Language Understanding makes it a much easier channel to ask questions and create, manage, and resolve requests.
- Support Agents/Analysts: Conversations with end users through Luma help triage issues and create well-formed tickets. A support agent can take action immediately on these tickets versus requiring frequent back and forth action to get quality information from the user. Luma can offload manual tasks such as following up on resolved tickets, waiting for the user's confirmation, as well as performing actions through a conversation versus navigating through a traditional UI.
- Managers: Luma helps ensure that managers to focus on managing their team. Luma can quickly show a manager unassigned tickets, tickets approaching their SLA and a complete backlog report.
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