Introduction to Luma Virtual Agent (VA)

Owned by Bhavani.tvr (Unlicensed)
Last updated: Feb 05, 2021 by sneha.tripathi
2 min read

Luma Virtual Agent (Luma VA) is an AI-based Chatbot that allows users to interact in a conversational manner to resolve their issues. 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. 

It is built to improve service delivery and provides better service, delivers a quick return on investments.

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.

is a Knowledge-centered Virtual Agent for streamlining enterprise service and Luma Virtual Agent is a Knowledge-centered Virtual Agent for streamlining enterprise service and Knowledge delivery. Luma VA leverages knowledge functionality to harness the power of information

Luma VA provides the following features :

  • Provides an intuitive Bot Builder UI to quickly create a new skill to resolve user’s request

  • Empowers end users with information and services to resolve their issues without any dependency on the Support team

  • A conversational interface that gathers information from end-users needed to form comprehensive and actionable tickets.

  • Accelerates Ticket closure by obtaining additional information from users, sending out notifications, handling approvals or follow-ups to automate ticket closure.

  • Sends out Broadcast Notifications

  • Supports multiple channels or messaging applications

  • Automate pre-defined skills and tasks which can be executed without support analyst involvement, targeted to the need of self-service users.

  • Integrates seamlessly with external applications with REST and SOAP Protocols. and a wide variety of ITSM solutions

  • Leverages Knowledge to harness the power of information. A virtual agent with the Knowledge repository improves the power of self-service and increase end-user experience. Luma VA disambiguates user requests and delivers the Knowledge or Services that best meet the request.

  • Provides varieties of Dashboards to monitor Bot Usage and performance

  • Equipped to support Service management Teams in case users want to interact with Live Support agents.

  • Agent Chat Dashboard that provides real-time and historical insight into the Transfer to Agent process and performance of Support Agents.

  • Support Agents Actions to perform predefined actions on the user's behalf

  • Multilingual support