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Luma Digital Labor Product Suite

An exhaustive 360 degree Virtual Agent platform
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Luma Digital Labor Product SuiteProduct Overview

  1. About Luma Digital Labor Product Suite
  2. Pros of Luma Digital Labor Product Suite
  3. Cons of Luma Digital Labor Product Suite
  4. Breakdown of core features

Luma Digital Labor Product Suite product overview

Luma Digital Labor Product Suite is a virtual agent platform from Serviceaide that transforms service management across ITSM, ESM, and customer service. The Luma Digital Labor Product Suite applies breakthroughs in artificial intelligence, machine learning, and natural language processing to deflect requests, incidents, and user inquiries. The Luma suite learns as it goes in the conversation, in capturing knowledge utilization, and in actions taken. It delivers quick return-on-investment.

The product suite has a low code to no-code environment and integration with the leading service management solutions and communication channels. Luma Digital Labor Product Suite reduces support efforts and improves the end-user experience. With the help of codeless configuration and drag-and-drop service automation, customization is simple and administration is minimal.

Luma’s AI-based conversational interface understands the users’ intent, ensuring requests are actionable and self-service functionalities are improved.

Pros of Luma Digital Labor Product Suite

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  • Organizations using Luma Digital Labor Product Suite can reduce costs by automating processes. It can provide immediate resolution to users without analyst involvement for up to 70% of the tickets. AI capabilities can also be implemented within a low to no-code environment.
  • The suite can increase the productivity of employees by enabling them to report issues on mobile devices without requiring them to leave the manufacturing floor to access a computer terminal.

Cons of Luma Digital Labor Product Suite

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  • Some users raised that Luma has limited reporting capabilities.

Breakdown of core features

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Luma Digital Labor Product Suite has features designed to improve service and support.

Virtual agent

The Luma VA feature improves service management and customer experience by guiding users to reliable solutions and knowledge artifacts. It blends machine-driven support and human-based experiences. With Natural Language Processing (NLP) and conversational Artificial Intelligence (AI), Luma allows users to utilize everyday language to interact with a virtual agent and enables immediate responses around the clock.

Through text or voice, customers can ask questions, find answers to problems, and have their concerns addressed. Luma VA expands self-service adoption by allowing users to communicate through the messaging applications they already use such as Slack, Microsoft Teams, and Facebook Messenger. Issues can be reported anywhere and at any time, intuitively.

Knowledge hub

This feature optimizes the access, creation, reuse, and improvement of content in the day-to-day needs of users to solve problems. The Luma Knowledge feature includes a true knowledge graph, an AI-powered contextual search capability, automated curation recommendations, FAQ generation, and unified NLP and ML to automate content ingestion and ensure content health — matching user needs.

The combined capabilities of Luma Virtual Agent and Luma Knowledge provide the means to detect a user’s intent and conversationally guide them to the correct information, then follow up to ensure the content met the need.


The Luma Automation feature includes an enhanced graphical workflow designer that allows developers to have a low-code/no-code method to create fully automated services, freeing up service desk and IT analysts to work on high value and more critical tasks. It has a plug-and-play series of automated tasks, including employee onboarding, password resets to infrastructure monitoring, and remediation.

(Last updated on 02/02/2022 by Liz Laurente-Ticong)

Quick Facts

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  • Artificial Intelligence
  • Machine Learning
  • Natural Langue Processing
  • Self-Service Portal
  • Virtual Agent
  • Knowledge Centered Service
  • Automation
  • Incident Management
  • Service Reporting


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