Luma Virtual Agent (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 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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