ABOUT
THE CLIENT

Serviceaide is a leading IT Services Management company that caters to enterprises worldwide. Their vision is to transform service management across IT, enterprise management, and customer support with technology.

THE PROBLEM

The growing IT infrastructure has caused an increase in the number of service requests, time to resolution, and more. This caused the following issues:

EACH REQUEST HAD TO BE ATTENDED TO MANUALLY

LACK OF RESOURCES TO ATTEND REQUESTS ON TIME

INEFFICIENT INFORMATION TRANSFER FROM ONE PERSON TO ANOTHER

LONG RESOLUTION TIMES RESULTING IN POOR CUSTOMER EXPERIENCE

To counter this problem, Serviceaide wanted to design a solution that could automate most mundane tasks and relieve analysts from handling requests that could otherwise be taken care of through automated guidance.

THE
SOLUTION

We developed the “Luma AI Product Suite” for Serviceaide, which includes:

THE LUMA VIRTUAL AGENT (CHATBOT)

LUMA KNOWLEDGE MANAGEMENT SYSTEM

Leveraging breakthroughs in artificial intelligence, machine learning, and natural language processing, the solution helps with:

IDENTIFYING USERS SECURELY

INTERACTING WITH THEM TO GENERATE TICKETS

CREATING TICKETS FROM MULTIPLE MESSAGING CHANNELS

TRANSFERRING COMPLICATED ISSUES TO EXPERT TEAMS

FOLLOWING UP ON TICKETS

PROVIDING SOLUTIONS WITH RELEVANT EXPLANATIONS AND COURSES OF ACTION

The solution was later programmed also to provide FAQ support, enabled with AI to recommend relevant action items based on FAQ search.

For the Serviceaide team updating the solution, we added the following features:

Skill builder application: This supports creating intents or skills exposed to end-users. Admin can create skills and manage them as per their requirements. Another core feature of skill builder applications is that they can train the bots to understand what the user requests.
Visual skill builder: A movement from form-filled to more user-friendly and interactive drag-and-drop-based skill creation. This would help users understand the flow of the skill easily and the functionality of the bot for debugging or troubleshooting.
Automated training: The application can train itself automatically based on super-admin permissions. The bot can use user feedback to map unmatched phrases to a skill automatically without the admin user explicitly adding it to a skill.