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Most tickets never need to be tickets.
AI agents that answer, fix and automate IT requests. Built to replace ServiceNow, or run alongside it.
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See it work
68%
of L1 tickets with no analyst touch
−41%
MTTR on P1/P2 incidents
5
channels, one desk
◎Incoming requestslive
0resolved
0assisted
0automated
0logged
SIX LAYERS, ONE DESK
From first message to closed record.
Each layer catches what the last one can’t finish.
Resolve
Employees self-serve in Teams, Slack, web, email or voice.
Assist
Agents get tickets pre-triaged with a fix already drafted.
Automate
Recurring requests run as approval-based workflows.

Govern

ITSM, assets and audit share one backbone.

Diagnose

One-click RCA fixes the cause behind hundreds of tickets.
Heal
Failures are fixed and verified before anyone files a ticket.
AGENT FORCE
Four specialists and one
coordinator.
The orchestrator plans the work and hands each step to the right agent.
◎Agent activity4 agents on duty
◎
Agent Orchestratorplans, delegates, coordinates handoffs
new request · Teams · 10:42"The finance share is crawling, 14 of us can't open month-end files."
✓ Closed by 4 agents · 0 human touches · 3m 40s
idle
◈
Triageclassify, prioritize, route
Waiting for work
idle
⚡
Remediationdiagnose and fix incidents
Waiting for work
idle
⇄
Provisioningaccess, licences, hardware
Waiting for work
idle
◇
Knowledgedraft and update articles
Waiting for work
Resolve
Conversational AI self-service
Employees ask in Teams, Slack, web, email or voice. Lumi answers and finishes simple tasks on the spot.
Why it matters
Fewer repeat tickets and support around the clock.
✦Ask LumiMicrosoft Teams
TeamsSlackWebEmailVoice
I'm locked out of my laptop. Can you reset my password?
LumiVerified you with an Okta push. I've reset your password and sent a one-time link to your phone.
AD password reset✓ complete
Thanks! I also need Figma for the new project.
LumiDone — your manager Priya approved in 40 seconds and a Figma Professional licence is on your account.
✓ Two requests closed with no ticket · 1m 12s

Assist

AI copilot for service agents
Tickets arrive triaged and routed, with similar incidents and a draft reply ready.
Why it matters
Agents skip the triage and close tickets faster.
◈Agent workspaceINC-20931
via email · 09:14new

VPN keeps dropping every 10 minutes

"Since this morning my VPN disconnects constantly and I can't stay on calls. Two others on the 4th floor have the same issue."

Network › VPN P2 · multi-user CI: vpn-gw-blr-02 sentiment: frustrated
✦ Summary & routing

Three users on one floor losing tunnels at a fixed interval — points to the gateway, not the clients.

Service deskNetwork Ops
✦ Similar incidents
INC-18702 · DPD timeout on vpn-gw-blr-0294%
INC-17115 · IKE rekey loop after firmware81%
✦ Draft reply
Automate
No-code workflow automation
Describe a process in one sentence and Lumi builds the workflow, approvals included.
Why it matters
Repeat requests run themselves. People only approve.
⑂New-hire onboardingrun #412
you described✓ 6 steps generated · approvals and guardrails added
⚡Trigger: new hire in HRISArjun Mehta · Platform team · starts Mondayqueued
👤Manager approvalPriya S. · via TeamspendingAPPROVED
🔑AD + SSO accountqueued
💻Laptop orderqueued
▦M365 + Slack licencesqueued
📄Send HR documentsOffer letter, policy pack, e-signqueued
Amber steps wait for a person. Everything else runs on its own.
Govern
Unified ITSM, asset & governance layer
Incidents, changes, assets, SLAs and audit in one system, with guardrails on every agent.
Why it matters
One record of who did what, and when.
▣Service performancelast 7 days
0%
SLA met
across 1,284 tickets
—mean time to resolve
—changes approved
—assets in CMDB
Tickets by dayMon–Sun
Audit trailimmutable · RBAC-scoped
Diagnose
One-click root cause analysis
One click finds the few root causes behind hundreds of tickets, fixes them and
writes the RCA report.
⌖Root cause analysis
ServiceNow684 tickets
Freshworks341 tickets
Jira SM158 tickets
Dynamics 36564 tickets
ingested 0 tickets
Outlook not syncing612 tickets
VPN keeps dropping388 tickets
Slow SAP login247 tickets
0of 1,247 tickets closed by fixing 2 master incidents
Root causes found
Expired OAuth certificate on the Exchange hybrid connector
612 tickets · 94% confidencefixing…
Dead-peer timeout set too low on gateway vpn-gw-blr-02
388 tickets · 91% confidencefixing…
Missing database index slowing SAP sign-in
247 tickets · 78% confidencesent to DBA team
Recommendations
Monitor certificate expiry. Alert 30 days before any connector certificate lapses.
Lock the VPN baseline. Revert gateway config drift automatically each night.
Add the SAP index in the next change window. Draft change CHG-1190 is ready for approval.
RCA
RCA report · 28 Sep 2026Timeline, evidence, fixes and prevention plan. KB-912 drafted by the Knowledge agent.
Open report
Heal
Auto-remediation before anyone is paged
Agents detect, fix and verify failures. Riskier fixes wait for approval.
Why it matters
Problems are gone before anyone notices.
∿INC-48213watching
Storage pool vol-prod-07read latency, last 10 minutes
4 msp95
Detected00:00

Read latency breaches its SLA. Signal from observability.

Diagnosed00:38

A failing NVMe drive is forcing a rebuild that throttles I/O.

Remediated01:04

Drive isolated and I/O moved to healthy replicas.

low risk · pre-approved · auto-run
Verified and closed03:12

Latency back to baseline. Drive flagged for replacement.

Self-healed in 3m 12sno one paged · write-up attached

THE BENEFITS

What each layer gives you.

Resolve

Deflect repetitive tickets and give always-on support in the channels employees already use.
  • Employees self-serve in Teams, Slack, web, email or voice
  • Instant answers to policy and knowledge questions
  • Password resets, software and access requests done in seconds
  • Support around the clock, outside help desk hours
Assist
Cut manual triage and research so agents close complex tickets faster and more consistently.
  • Tickets arrive classified, prioritized and
    routed
  • Sentiment and similar past incidents surface
    automatically
  • Draft replies ready for agent
    review
  • Big issues pull the right experts into a
    swarm
Automate
Turn recurring tickets into automated outcomes with people kept in the loop for approvals and exceptions.
  • Describe a process and get an editable workflow
  • Approval gates keep people in
    charge
  • The same process runs the same way every
    time
  • One engine for IT, HR, facilities and
    finance

Govern

Keep one reliable system of record with traceability, control and measurable performance.
  • Incidents, requests, changes and assets in one place
  • Audit trail of every action, human or
    agent
  • Risk-based guardrails and Agent Fence on every agent
  • SLAs, compliance and KPIs always
    visible

Diagnose

Fix the cause, not the symptoms. One click finds the few master incidents behind a flood of tickets.
  • Pulls tickets from ServiceNow, Freshworks, Jira and Dynamics 365
  • Groups related tickets and traces each group to its cause
  • One fix closes hundreds of linked
    tickets
  • Recommendations and an RCA report to stop repeats

Heal

Fix failures before they become tickets with agents that detect, diagnose, remediate and verify.
  • Continuous watch on telemetry across the estate
  • Low-risk fixes run on their own, riskier ones wait
  • Every action is scoped, logged and
    reversible
  • Incident write-up created
    automatically
CUSTOMER STORIES
What changed for teams running
Lumi.
Three service desks, three different problems, one platform.
Payments
1,840tickets closed by 3 fixes
Global payments company · 9,000 employees · 14 countries

One-click RCA turned a ticket flood into three fixes.

The problem

Three faults created 1,800 duplicate tickets a month.

What Lumi did

One-click RCA found the causes and closed the tickets with each fix.

−62%ticket volume in 90 days
1,840tickets closed by 3 fixes
−41%MTTR on P1/P2
Layers used DiagnoseHealKnowledge agent
Healthcare
40 secondsaverage password reset at 3am
Regional hospital network · 22,000 staff · 38 sites

Clinicians get IT help in Teams at 3am, without waiting on a call queue.

The problem

Night-shift staff waited 40 minutes for a password reset.

What Lumi did

Lumi now handles resets and access in Teams and by phone, 24/7.

71%of L1 requests with no analyst
40saverage password reset
24/7on every channel
Layers used ResolveAssistProvisioning agent
Manufacturing
5 days → 4 hrstime to a productive new hire
Industrial manufacturer · 6,500 employees · 11 plants

Onboarding went from five days to a single morning.

The problem

New hires waited a week for accounts and laptops.

What Lumi did

One sentence became an onboarding workflow with approvals built in.

4 hrsfrom offer to first login
0missed approvals since launch
3departments on one engine
Layers used AutomateGovernProvisioning agent

Representative deployments, anonymised. Results depend on estate size, channel coverage and autonomy settings.

1 / 3
Get started
Give your service
desk its time back
See Lumi’s agents resolve, assist, automate, govern, diagnose and heal
on your own requests in a 30-minute walkthrough.
Book a demo
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One control plane for hybrid and multicloud operations — agents, orchestration, and observability in one place.
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Chat instead of ten dashboards — your coworker does the work.

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© 2026 – 2027 LumiOps.AI. All rights reserved.

© 2026 – 2027 LumiOps.AI. All rights reserved.

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