Serviceaide Unveils Luma 3.0, Bringing Generative AI to IT and Enterprise Service Administration

Luma Digital Agent Now Accesses Huge Knowledge Units within the Cloud to Deal with Various Requests and Higher Have interaction Customers

SAN JOSE, Calif., Might 10, 2023 (GLOBE NEWSWIRE) — Serviceaide, Inc., a worldwide supplier of recent IT and enterprise service administration options, as we speak 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 further to purchase—it’s constructed into our know-how core to enhance all service administration capabilities.

Including to Serviceaide’s 6+ yr historical past of AI-powered service administration options, Luma 3.0 supplies a dynamic info achieve to extra successfully perceive customers and workers wants and instantly generate info or fulfill companies to reinforce productiveness, minimize wait instances, and scale back the price of offering help. Luma’s introduction of Generative AI permits the creation of latest distinctive info based mostly on huge knowledge units that embody a lot of the data accessible on the web, which was beforehand unattainable for particular person corporations to successfully make the most of in a enterprise setting. By offering a massively various set of data, Luma 3.0 permits a single unified expertise for all IT and enterprise help, making a single face of the service group.

With Luma 3.0, customers and workers are handled to an especially wealthy interplay that may make clear their wants and guarantee they get related info with out looking, or instantly execute the service they should resume productive work. Customers will obtain a considerably greater stage of immediate service, eliminating queues that delay responses and destroy productiveness and consumer satisfaction. It’s a win-win for each customers and help organizations, which is able to expertise diminished load, decrease prices, and improved high quality of offered companies.

This leap in know-how rewrites the playbook for service administration. Luma’s dynamic info achieve 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 company, decreasing the excessive price of guide curation of data and responses by subject material consultants

  • Producing e-mail responses that confirm, make clear and provide the most effective plan of action to the sender, deflecting extra tickets than has ever been attainable in notoriously ambiguous and expensive 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, workers, and managers – so the scenario and subsequent motion is known at a look, saving minutes wading by pages of notes

  • Virtually limitless data accessibility and dramatically improved findability, eliminating a lot of the coaching and ongoing upkeep of Chatbots, Digital Brokers, and Self-Service Portals to grasp and ship huge info.

Luma 3.0 was designed to offer a seamless expertise, combining and securing a consumer’s closed and proprietary info with the super enhance from Giant Language Fashions. Realizing that the usage of Generative AI is just not a substitute for knowledgeable senior brokers, nor a fork-lift substitute of greatest practices, Luma 3.0 behaves “Agentively” when attainable, but in addition “Assistively” when an skilled workers member is required. Self-service has all the time been restricted by a system’s means to grasp a consumer’s wants and draw upon related info, 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, info achieve can present a multi-fold improve in self-service charges and commensurate discount in decision time and ticket deflection.

Luma 3.0 simplifies operations and improvement with self-generating info, decreasing and in some circumstances eliminating the overhead of releasing new performance and data into circulation. Based mostly on Giant Language Fashions, Luma 3.0 is dynamic—constructing responses, info, and tickets, guiding customers based mostly on context, and overcoming hard-coded guidelines and classes which are brittle, upkeep intensive, and all the time 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 affords 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 features of service administration, trade and organizational AI transformations will enhance human productiveness.”

About Serviceaide
Serviceaide is a pacesetter in fashionable service and help. 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 data. For extra info, go to

Media Contact:
Kevin Sugarman
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Serviceaide Unveils Luma 3.0, Bringing Generative AI to IT and Enterprise Service Administration

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