How Legacy Systems Hold Back Your Teams

Long IVRs & Misrouted Calls

Agents waste time on incorrect issue detection.

Manual Inputs & Redundancy

Error-prone processes slow resolutions.

Zero Context

Lack of situational awareness leads to inaccurate responses.

Degrading Feedback Loop

Frustrated customers → agent turnover → higher support costs.

Introducing Luna

Intelligent IVR for Field Service & Contact Centers
Powered by transformer-based NLP models fine-tuned on domain-specific corpora, our system achieves 98%+ intent recognition accuracy while dynamically adapting to customer vernacular.

Core Technical Capabilities

Context-Aware Dialog Management

Proprietary NLU stack processes multi-turn conversations while maintaining full dialog state awareness across channels

Real-Time Decision Engine

Integrates with enterprise systems via low-latency APIs to execute business logic during live interactions

Edge Computing Architecture

Mobile-optimized inference enables offline-capable AI assistance for field agents with sub-200ms response times

Proven Results Across Industries

50%

Fewer interactions with LLM-driven automation.

35%

Faster resolutions with guided agent troubleshooting.

98%

Model accuracy for demand forecasting.

2,500+

Calls eliminated monthly via self-service.

Luna IVR Has 2 Modes

Customer Delight

Digital-first resolution:

LLM-driven interactions reduce call volume by 50% with human-like conversations.

Seamless Omnichannel Experience:

Integrated with telephony, CRM, and service catalogues for consistent support.

Proactive Updates:

Real-time tracking and automated notifications for transparency.

Field Experience

AI-powered Diagnostics:

Contextual understanding of field issues with proprietary data training.

Mobile-optimized Tools:

Full functionality on handheld devices—no rigid menus or keywords.

Real-time Knowledge Access:

Pulls answers directly from your systems (CRM, ITSM, OMT).

Chose Luna IVR?
Here’s What Your Enterprise Unlocks

Core Technology Stack

Conversational AI with Intent Mapping

Deploy NLP voice bots in < 8 weeks (domain-trained)
50% call deflection via LLM-driven natural dialogues (no keywords)

Real-Time Systems Integration Hub

2-way CRM/ITSM/OMT sync (API-first)
Live Customer 360° – Auto-loads case history, network maps & SLAs

Mobile-First Agent Workspace

Cross-platform app (Android/iOS) with offline ticket logging + AR support
AI-powered playbooks auto-suggest fixes using live diagnostics

Phased Implementation Framework

Luna IVR delivers measurable results within 6 months, starting with gamified agent training and AI call routing. The solution then scales to automate 85% of tier-1 queries through self-service portals and proactive notifications while adaptive forecasting optimizes staffing. Agents transition to high-value upselling with AI guidance while customers experience faster resolutions through natural-language IVR - all while maintaining operational efficiency through intelligent automation.

Behind the scenes, dynamic workflows auto-dispatch techs for outages and trigger smart callbacks, all while real-time CRM integrations maintain context.

Success Stories

How Enterprises like yours can Scale with Luna

Challenges

The support team was overwhelmed with high call volumes, leading to longer resolution times and frequent escalations. The lack of seamless integration with existing CRM and ITSM tools further hindered efficiency, resulting in delayed responses and low first-call resolution rates

Luna in Action

Luna handled 65% of tier-1 queries—like password resets and outage checks—without an agent's help. With 95% classification accuracy and ServiceNow integration, tickets are auto populated. Agents accessed mobile-ready playbooks, while customers got proactive SMS/email updates and DIY fix prompts.

Outcomes

65% faster resolutions(from 45 mins to 16 mins avg).
50% fewer calls to live agents, freeing them for complex tasks.
92% customer satisfaction with self-service vs. 68% previously.
$1.2M saved annually in reduced escalations and training costs.

FAQs

Luna IVR uses AI-powered natural conversations to automate tier-1 queries like password resets and outage checks, resolving 50% of issues without agent involvement. Its 98%+ intent recognition ensures accurate self-service, minimizing agent intervention.

Luna IVR is an AI-powered interactive voice response system that automates tier-1 queries using Natural Language Processing and contextual understanding, unlike traditional menu-based IVRs.

Yes, Luna is designed for seamless integration with systems like Salesforce, ServiceNow, Zendesk, and custom CRMs, enabling automated ticket creation and resolution updates.

Under 6 weeks, Luna IVR can be set up for your enterprise. Enterprises see measurable results in 6 months, starting with AI call routing and scaling to 85% tier-1 automation.

Luna is built on an agentic modular framework and can be tailored for multiple industries with domain specific workflows. Luna excels for field service (utilities, telecom), high-volume contact centers (banking, healthcare), customers (E-commerce support) and enterprises with outdated IVRs seeking phased AI adoption.

Luna can handle high-volume, repetitive field service queries such as password resets, outage updates, service ETA notifications, and troubleshooting—without escalating to human agents.

Luna supports multi-language interactions and can be trained in regional dialects to improve accessibility and localization for diverse customer bases.

Luna adheres to enterprise-grade security protocols and is compliant with standards like GDPR, HIPAA, and PCI DSS, ensuring data integrity and privacy.

Chat with Synapt

Transforming Support Experiences With AI-Led Smart IVR

Reduce call volumes by 50% and boost agent productivity by 35% with Luna IVR