In the Zenify platform, Lumi AI is an AI Agent that automatically responds to customers, looks up information, handles tasks according to rules, and transfers conversations to people when needed. Zenify recorded Lumi 98.4% accurate processing, 1.2 second response, +21% conversion.
TL;DR
- Lumi AI is the AI Agent in Zenify.
- Self-answer, look up, and handle things according to rules.
- Switch people at the right time, with context.
- 98.4% accuracy, 1.2 second response.
- Connect messenger, CRM, ticketing.
What is Lumi AI?
Lumi AI is an AI assistant deeply integrated into Zenify, working on the same screen as the customer service team:
Ingredients | Role
AI Agent | Handle repetition yourself
AI Copilot | Suggested feedback for employees
AI QA | Scoring conversations
AI Routing | Switch jobs to the right person
AI Analytics | Measurement and reporting
How does Lumi AI work?
1. Reply to customers automatically
Understand questions through NLP.
Answer from knowledge base, 98.4% accurate.
2. Look up and handle the matter
Connect CRM, orders, calendars (see What can AI Agent handle).
Self-check application status, update information, confirm schedule.
3. Move people at the right time
Important work → human transfer with summary (see Human-in-the-loop).
Angry customers → priority (see AI Routing).
4. Suggestions for agents
Suggest answers, prompt policies (see AI Copilot).
5. Automatic measurement
Report self-processing rate, time, CSAT (see 8 AI indicators).
Which channels does Lumi AI work on?
Channel | Lumi Role
Facebook Messenger | Reply and close the order (see Close messenger order)
Zalo OA | Reply, care
Website (livechat) | Welcoming guests to the website
Email / ticket | Classify, answer
Call | Summary, staff support (see AI call summary)
How to get started with Lumi AI
Choose the first task: for example answering frequently asked questions.
Configure knowledge base: policies, products, processes.
Set boundaries: What does AI do on its own, what does it transfer to people.
Small group test run: measure self-processing rate and accuracy.
Gradual expansion: add more jobs, add channels according to results.