SAN JOSE, Calif., Oct. 19, 2022 (GLOBE NEWSWIRE) — Serviceaide, Inc., a global provider of modern IT and enterprise service management solutions, today announced the Luma Virtual Agent mobile app, a mobile version of its award-winning Luma Virtual Agent for streamlining and automating service and support. The Luma Virtual Agent mobile app enables service organizations to better serve customers and employees on the go with such powerful features as location-based services, conversational intelligence, speech-to-text translation and QR code reading. Seamless integration with Serviceaide ChangeGear and Point of Business platforms adds advanced digital interactions to service and knowledge delivery.
“As customers deepened their use of Luma, adding new skills and capabilities, it became clear that a mobile version would greatly expand Luma’s usefulness. The addition of location recognition, voice hands software and one-click data capture via QR code scanning speeds the support process, reduces the impact of incidents and lowers the cost of support for the organization,” said Bill Guinn, Director of Serviceaide’s technology.” For a service provider, our mobile app makes it easier to launch field-based applications, freeing up users’ access to support by leveraging effortless usability and accuracy location-based services and vast information available in QR codes to provide users with a modern experience. waiting and cost reduction of a powerful virtual agent that supports organizational requirements.
With integration on Windows, iOS, and Android devices, end users and support personnel can now use their mobile devices to converse hands-free with Luma via voice or hybrid voice and text. Luma is an intelligent virtual agent that leverages conversational AI, knowledge management and advanced graphics technologies to converse with end users to understand their service needs, provide responses, automate services, manage approvals and notifications , and confirm and track tasks and requests. completion.
The Luma Virtual Agent mobile app uses a phone’s native location services to precisely locate the user, reduce hassles, filter information relevant to the immediate location or facilities and equipment, and guide the user through hands-free to quickly complete tasks. or solve their problem without having to enter detailed information. For example, if someone needs to report an unusable CVC, Luma’s knowledge of the user’s location can identify the responsible unit. This information can be used to properly prioritize, plan, and route a crew to the specific location with the skills, equipment, and parts needed to get the job done. Likewise, if someone reports a problem with a copier or desktop printer, they can identify the machine via a QR scan and Luma can guide the user to model-specific instructions or dispatch the correct technician.
“Our mobile app has broad applicability across all services and support departments, including industries that use field personnel for repairs, such as construction companies, oil and gas, fleet management, utilities, cable and telephone companies, state and local governments, and any organization with geographically dispersed operations or campuses,” Guinn said. “Healthcare and telemedicine use cases can also benefit tremendously by helping people improve access, report issues and schedule appointments using their mobile devices.”
The Luma Virtual Agent
Luma Virtual Agent is the industry’s first knowledge-centric virtual agent to streamline enterprise service and support. Luma leverages knowledge functionality to harness the power of information and make it consumable. The Serviceaide platform relies on AI to understand end-user needs and take action automatically. Luma streamlines and provides support in an intuitive, consumer-facing way through a combination of natural language understanding (NLU), conversational AI, and semantic search using a knowledge graph enhanced by machine learning.
About Serviceaide
Serviceaide is a leader in modern service and support. Serviceaide’s vision is to transform service management, through ITSM, ESM and customer service. Serving customers around the world, Serviceaide applies breakthroughs in artificial intelligence, machine learning, and natural language processing to deliver better experiences, provide enhanced self-service, and empower service owners. Serviceaide transforms service through digital work conversations, automation and insights. For more information, visit www.serviceaide.com.
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