Luma AI

Luma AI is an AI virtual assistant platform from ServiceAide designed specifically for enterprise IT service desks and internal support operations. It automates routine support interactions by interpreting employee queries in natural language, matching them against connected knowledge bases, and delivering accurate resolutions without requiring human agent involvement. When a query falls outside the system's resolution scope, Luma AI automatically routes the case to a human agent and creates the associated ticket in the integrated ITSM system. The platform handles multi-turn conversations, maintains context across a dialogue session, and improves resolution accuracy over time as it processes more interactions. It supports deployment in cloud environments or on-premises, giving organizations control over data residency and regulatory compliance requirements. Luma AI is used by IT helpdesk teams in large enterprises to handle high-frequency employee support requests including password resets, software access provisioning, VPN troubleshooting, onboarding queries, and policy questions. It integrates natively with ServiceNow, BMC Remedy, and Cherwell for automatic ticket creation and status updates directly from conversational sessions. A standard deployment workflow involves connecting Luma AI to the organization's existing knowledge base and ITSM platform, configuring intent models for the most common request types, and routing unresolved queries to human agents. Find related tools. The platform is adopted particularly in regulated industries such as financial services and healthcare, where consistent, auditable, and compliant support delivery is a requirement. Luma AI's pricing is structured around deployment type and user seat count. The Knowledge AI module for employee self-service is priced at approximately $1,800 per month based on an example of 2,000 users, with a minimum of 1,000 end-user seats. The Change Management module is approximately $2,800 per month for an example of 30 named cloud users, with a minimum of 10 analyst seats. ITSM-ESM pricing requires direct contact with ServiceAide, with a minimum of 500 end-user seats. Implementation typically takes 8 to 12 weeks. Luma AI's effectiveness depends directly on the quality of the connected knowledge base; organizations with incomplete or outdated documentation will see lower automated resolution rates and higher escalation volumes to human agents Try this alternative.