Luma is a Virtual Support Agent that 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.Â
Luma 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 eliminates tedious repetitive tasks to keep the Service Management team more productive and helps to improve customer satisfaction.
Luma Virtual Agent Platform Architecture
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.
