What's New in the Carpathian Release
Design Studio
The new web-based Design Studio brings together the design and configuration elements of workflows, automations, and approval groups into a modern and intuitive user-friendly web interface.
Users can now work with notifications, approvals, lookups, workflows and more across all applications (modules) in one place providing better experience and visibility into the various business processes.
Web-Based Workflow Designer
The workflow designer provides an intuitive drag and drop interface that makes it easy to build workflows and approvals. It supports publish and verification capabilities to ensure correctness for a seamless deployment. The designer is crafted to be responsive and provides better visibility and readability into the lifecycle of the ticket.
The designer is backwards compatible with existing workflows.
Luma AI Ticket Summarization
Summarization is our latest feature powered by Generative AI, designed to enhance the efficiency of the ticket resolution processes. This feature automatically generates concise summaries of tickets, tailored to the specific needs of different audiences - from analysts to end-users.
Analysts can now quickly discern the next steps to take significantly improving Mean Time to Resolution (MTTR). The need to sift through extensive ticket content to understand is eliminated, streamlining the resolution process.
End-users receive clear concise summaries that inform them of their ticket resolution status, enhancing transparency and satisfaction.
This is a significant shift from the traditional, time consuming method of ticket analysis to and resolution, setting a new standard for efficiency in service delivery and management.
Enhanced Luma Virtual Assistant (Luma VA)
Leveraging Gen AI technology, Luma adeptly discerns user intent, making informed decisions swiftly. This significantly improves the organization's self-service capabilities and deflects tickets, boosting efficiency by allowing Analysts to focus on complex tasks.
Personalized Suggestions and Follow-Ups using Luma Virtual Assistant
Luma Virtual Assistant can proactively assist ChangeGear users offering suggestions along with follow-ups and reminders to ensure tasks are efficiently managed and completed.
Automation Orchestrator
Serviceaide’s Automation orchestrator engine simplifies both repetitive and complex tasks by bridging disparate systems, streamlining workflows across an organizations departments and applications. This synergy enhances operational smoothness, cohesiveness and better use of resources.
The platform’s seamless integration of the orchestration engine with Luma VA will transform your self-service desk, expertly handling majority of Tier-1 requests. This not only elevates the end-user experience but also leads to higher customer satisfaction along with optimizing analysts’ time for higher value tasks.
Performance Improvements
Various areas and features are enhanced with performance improvements. This includes better responsiveness when extending and customizing ChangeGear, improvements in the loading of forms in the designer, better performance under load and many more.
End of Life for Old ChangeGear Versions
Following the launch of ChangeGear 9.0, only versions 8.4 and 8.5 are supported. Please talk to your account representative on upgrading to the new release of ChangeGear.
Spring 2024
Document Number 9.0