Serviceaide Unveils Luma 3.0, Bringing Generative AI to IT and Enterprise Service Administration
Luma Digital Agent Now Accesses Huge Information Units within the Cloud to Deal with Various Requests and Higher Interact Customers
SAN JOSE, Calif., Could 10, 2023 (GLOBE NEWSWIRE) — Serviceaide, Inc., a world supplier of recent IT and enterprise service administration options, immediately introduced its AI-In all places Luma Digital Agent and AI-based options. Integrating Generative AI, Luma 3.0 supplies a quantum leap in effectivity, productiveness, price discount and enterprise course of innovation. Luma supplies the advantages of Generative AI with nothing additional to purchase—it’s constructed into our know-how core to enhance all service administration features.
Including to Serviceaide’s 6+ 12 months historical past of AI-powered service administration options, Luma 3.0 supplies a dynamic data acquire to extra successfully perceive customers and employees wants and instantly generate data or fulfill providers to boost productiveness, reduce wait instances, and scale back the price of offering assist. Luma’s introduction of Generative AI permits the creation of latest distinctive data based mostly on monumental knowledge units that embody a lot of the information accessible on the web, which was beforehand unimaginable for particular person firms to successfully make the most of in a enterprise setting. By offering a massively numerous set of information, Luma 3.0 permits a single unified expertise for all IT and enterprise assist, making a single face of the service group.
With Luma 3.0, customers and employees are handled to a particularly wealthy interplay that may make clear their wants and guarantee they get related data with out looking, or instantly execute the service they should resume productive work. Customers will obtain a considerably greater degree of prompt service, eliminating queues that delay responses and destroy productiveness and person satisfaction. It’s a win-win for each customers and assist organizations, which can expertise decreased load, decrease prices, and improved high quality of offered providers.
This leap in know-how rewrites the playbook for service administration. Luma’s dynamic data acquire overcomes the constraints of present implementations, that are restricted to dealing with solely particular requests and points. New capabilities embrace:
Producing exact solutions to questions by no means earlier than seen by a corporation, decreasing the excessive price of handbook curation of data and responses by subject material consultants
Producing e mail responses that confirm, make clear and supply the most effective plan of action to the sender, deflecting extra tickets than has ever been potential in notoriously ambiguous and dear emails
Generative troubleshooting of points by no means seen earlier than, deflecting tickets or making certain ample context is captured to optimize decision workflow
Producing concise, correct summaries of requests for customers, employees, and managers – so the scenario and subsequent motion is known at a look, saving minutes wading by pages of notes
Virtually limitless information accessibility and dramatically improved findability, eliminating a lot of the coaching and ongoing upkeep of Chatbots, Digital Brokers, and Self-Service Portals to know and ship huge data.
Luma 3.0 was designed to offer a seamless expertise, combining and securing a shopper’s closed and proprietary data with the super enhance from Giant Language Fashions. Realizing that the usage of Generative AI shouldn’t be a alternative for skilled senior brokers, nor a fork-lift alternative of greatest practices, Luma 3.0 behaves “Agentively” when potential, but in addition “Assistively” when an skilled employees member is required. Self-service has at all times been restricted by a system’s potential to know a person’s wants and draw upon related data, thus stopping self-service in its tracks. This lack of broader intelligence disrupts downstream actions, constraining the drive towards Hyperautomation and Shift Left technique. With Luma 3.0, data acquire can present a multi-fold enhance in self-service charges and commensurate discount in decision time and ticket deflection.
Luma 3.0 simplifies operations and improvement with self-generating data, decreasing and in some instances eliminating the overhead of releasing new performance and data into circulation. Based mostly on Giant Language Fashions, Luma 3.0 is dynamic—constructing responses, data, and tickets, guiding customers based mostly on context, and overcoming hard-coded guidelines and classes which can be brittle, upkeep intensive, and at all times limiting.
Luma Digital Agent powers all service administration platforms from Serviceaide, together with ChangeGear for ITSM, Level of Enterprise (POB) for Enterprise and Departmental service options and Clever Service Administration (ISM) for companions. Luma integrations exist throughout main functions, communication channels and different service administration platforms.
“Luma 3.0 with Generative AI provides a quantum leap in streamlining and automating service administration and self-service,” mentioned William Guinn, Chief Know-how Officer of Serviceaide. “By increasing the presence and capabilities of a digital agent all through all elements of service administration, business and organizational AI transformations will enhance human productiveness.”
Serviceaide is a pacesetter in fashionable service and assist. Serviceaide’s imaginative and prescient is to rework service administration, throughout ITSM, enterprise, and customer support. Serving prospects worldwide, Serviceaide applies breakthroughs in synthetic intelligence, machine studying, and pure language processing to ship higher experiences, present enhanced self-service and empower service homeowners. Serviceaide transforms service by digital labor conversations, automation, and information. For extra data, go to www.serviceaide.com.