Francis Choo (Ingram Micro)
Ingram Micro has entered into a distribution agreement with IT service management solutions provider Serviceaide, offering AI-powered virtual agent, Luma, through the channel.
“Being a solution aggregator to our partners, Ingram Micro is always looking out for solutions that are game-changing to the technology ecosystem,” said Francis Choo, vice president and chief country executive of ASEAN and Hong Kong at Ingram Micro.
“With the rising importance of business process efficiencies and its ability to streamline IT service management using artificial intelligence, we are excited to be able to offer Luma to our partners with."
The vendor’s virtual agent will now be available to Ingram Micro’s catalogue of independent software vendors (ISVs), which the distributor claims to be the largest in the industry.
Serviceaide's AI-powered virtual agent aims to enhance the automation and efficiency capabilities of handling service requests, billed as a strong benefit to IT service desks.
Furthermore, the offering is noted for its ability to integrate with many leading service management systems including its own intelligent service management IT Service Management (ITSM) suite.
Choo said resellers are set to benefit from the additional market opportunities enabled by AI technology, particularly in the rapidly growing use case of service management seen emerging across many regional financial institutions, healthcare, retail and many other customer facing verticals today.
Specifically, the implementation of such an AI-powered solution also has the effect of improving service desk efficiency by as much as 30 per cent vendor has claimed, with improved user satisfaction as well as positive visibility from customers.
“Luma has brought forward the shift to target manpower efficiencies in providing service and support rather than just savings in the infrastructure thru SaaS, as the smart virtual support agent that not only learns new skills over time but comes with a comprehensive suite of quick start skills built-in,” said Wai Wong, CEO of Serviceaide.
“Our goal is to get Luma in the hands of as many teams as possible, and with unmatched reach and expertise in cloud services, this strategic agreement with Ingram Micro is the ideal way to accomplish that."
Intelligence service management is a software-as-a-service (SaaS)-based toolkit for ITSM that provides organisations the ability to support their users in a more accurate and responsive manner.
Ingram Micro operates in 160 countries including Hong Kong, Singapore, and across Southeast Asia with expertise in technology solutions, mobility, cloud, and supply chain solutions with many regional enterprises leveraging the distributor’s CloudBlue platform in an effort to benefit from the emerging digital era and the growing ‘as-a-service’ economy.
