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Serviceaide® Launches Unique AI Powered Service Management Technology to Dramatically Improve IT Support Satisfaction and EfficiencySAN JOSE, Calif., Feb. 22, 2018 /PRNewswire/ -- Serviceaide®, Inc., a global provider of IT service management solutions, today released Luma™. Luma is the company's innovative Artificial Intelligence (AI) enabled virtual support agent, and integral to the company's Intelligent Service Management product. Luma also received a Bronze IT Excellence Award in the Innovation of The Year category from Pink Elephant this week. Luma provides intelligent guidance, improves ticket categorization and all but eliminates costly callbacks and reassignments, delivering end-users and support analysts an overall better, more time and cost-effective experience every day. With Luma, Serviceaide estimates that reassignments, mean time to resolution, and ticket cost will all be reduced by more than 30%. Luma users benefit from:
Luma supercharges IT Service Management with Artificial Intelligence that was designed specifically to address the problem of unactionable service tickets and low user and analyst satisfaction. Luma's natural language processing and conversational interface guides users to actionable requests and improved self-service. It relieves analysts from the burden of triaging requests and chasing users for more information. Luma learns and interprets user intent, ensuring accurate ticket categorization and assignments, eliminating unnecessary callbacks and reassignments. "Traditional ticketing processes have become a drag on department budgets and eroded job satisfaction for IT workers, while also frustrating users who don't always know how to perfectly characterize their problems or needs," said Wai Wong, Serviceaide's CEO. "In response, Luma is the intelligent virtual support agent that uses artificial intelligence to improve efficiency and satisfaction for everyone in the support chain." In recognition of its innovation, Serviceaide's new Luma virtual support agent received Pink Elephant's 2017 Bronze IT Excellence Award in the Innovation of The Year category. This award is given in recognition of a product or service developed by the vendor community that has made a great contribution to ITSM in the last calendar year. About Serviceaide [1] Virtual Support Agents And Artificial Intelligence Improve Ticketing Solutions For Customer Support And IT Service Management, a November 2017 commissioned study conducted by Forrester Consulting on behalf of Serviceaide.
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