Serviceaide’s launch of Luma 2.5 knowledge-centred virtual agent streamlines enerprise service & support

Serviceaide Inc.’s release of Luma 2.5 offers virtual service and support agent access to enterprise knowledge and automated services.

Luma Knowledge is part of Luma Virtual Agent 2.5.  For larger corporations that need a federated approach to knowledge, Serviceaide offers the Luma Enterprise Knowledge Hub, a self-learning, knowledge-centered service that simplifies data accessibility.

“Most companies today are struggling to close a knowledge gap that hinders service and support processes and outcomes,” said Wai Wang, CEO of Serviceaide. “While there’s a tremendous amount of knowledge stored in both enterprise systems and people, organisations struggle to make it easily available to end users, customers and support teams. Luma 2.5 is an intelligent agent that helps close the knowledge gap. It provides a single point of access through an easy-to-use conversational interface with the intelligence to serve up the right information to address problems and requests in a consultative manner.”

Luma 2.5 combines Serviceaide’s AI-powered virtual agent with an enterprise knowledge repository, the Luma Enterprise Knowledge Hub. The combination improves the self-service experience in a cost efficient solution. The launch of Luma 2.5 follows an earlier announcement this year that Serviceaide is pursuing a knowledge-enhanced roadmap.

The Luma Virtual Agent process voice interaction and uses machine learning to create a conversational interface via voice, email, chat and other channels that guides users to the answers or fulfills their requests through automated services. This service can automate a wide range of IT and Enterprise Service Management tasks as diverse as provisioning a virtual machine, onboarding new employees, and handling facilities requests and HR changes.

Among the knowledge-centered capabilities of the Luma Virtual Agent 2.5:

  • Serves up knowledge by forging an understanding between the data and the end requester.
  • Differentiates between user needs by disambiguating requests for service and knowledge and delivering the information or services that best fits the request. This can be done by exploring knowledge articles or reviewing actionable skills.
  • Closes the loop by leveraging machine learning to continuously improve knowledge delivery by providing feedback from its usefulness back into the knowledge base
  • Provides better answers by offering contextual suggestions for new content and more effective/timely responses.
  • Builds Knowledge by gathering existing knowledge, highlighting gaps, and spotlighting where knowledge needs to be created or improved.

“Knowledge accessibility is an essential success metric for service organisations. If you’re not achieving 30-50% ticket deflection, your knowledge management practice may need an over haul. That is especially true today as IT and enterprise service requirements become more complex and 24×7 self-service expected,” said Bill Guinn, Chief Technology Officer at Serviceaide. “Luma addresses these challenges by leveraging AI technologies like natural language processing and machine learning to not only seamlessly serve up the right existing knowledge to meet user needs, but continuously improve the knowledge available to users, customers and support personnel alike.”

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