AI First AMS Service
AI answers first.
Experts solve the rest.
Every hour accounted for.
Application Management Services that combine an AI L1 assistant, a smart help-desk and an industry-savvy support team into one powerful combo. Your users get instant answers through Social messenger (Whatsapp, Viber, Zalo), your issues reach the right expert fast, and you always know how much of your AMS package is left.
Instant answers 24/7
AI L1
Package used: 75%
Auto-alert sent to customers
Ticket transferred to L2
with full context
Why now
AI is becoming the first line of support
The problem with traditional AMS
Support that is slow, opaque and hard to budget
Repetitive questions
“How do I…?” questions clog the queue and delay urgent issues.
Uneven workload
Some L1 agents are overloaded while others wait; response times slip.
Lost in escalation
Tickets bounce between teams and vendors, and context gets lost at every hand-off.
Hours burn unnoticed
Customers only discover their AMS package is used up when the invoice arrives.
Lumi-X Support Combo
Three strengths. One powerful service.
Each element is valuable on its own. Together, they create an AMS where nothing waits, nothing gets lost and nothing surprises you.
AI L1 Assistant
Answers in seconds, around the clock
Smart Helpdesk
The engine that routes, tracks and informs
Domain-experienced L1 team
Support people who speak your business
01 · AI L1 Assistant
Answers in seconds, around the clock
An AI assistant trained on your system, user guides, SOPs and past tickets. It handles “how-to” and known issues as the first line of support.
- 24/7 on the channels your users already use: web chat, Zalo, WhatsApp, Viber, email.
- Understands text and screenshots (multimodal), in Vietnamese and English.
- Step-by-step guidance for common tasks: orders, promotions, stock, reports, user access.
- When it cannot resolve an issue, it creates a ticket with the full conversation, screenshots and a suggested category, so nobody has to ask again.
02. Smart Helpdesk
The engine that routes, tracks and informs.
A helpdesk that picks up where AI stops, keeping every ticket moving and every hour visible thanks to the Odoo Helpdesk system.
Load balancing for L1
Auto-assigns tickets by skill, availability and current workload, so no agent is overloaded and no ticket waits.
Cross-team escalation to L2/L3
Escalates to L2/L3 even when they are a different team, a partner or your in-house IT, with full context and SLA clocks attached.
Time tracking
Every minute spent on a ticket is logged per level and per module and deducted from your AMS package.
Automatic customer notifications
Alerts on SLA deadlines and ticket status, plus your remaining package balance at set thresholds (e.g. 50%, 80%, 100%) and at the end of each month.
03. Domain-experienced L1 team
Support people who speak your business
Our L1 consultants have hands-on experience with FMCG and distribution operations, so they understand the business impact behind every ticket.
Distributor management, sales routes and outlet coverage.
Pricing, promotions and trade-spend schemes.
Stock, warehouses, returns and month-end closing.
POS, e-commerce and B2B ordering flows
Prioritize by business impact, e.g. a promotion that fails before a Tet campaign
Full transparency
You always know where your AMS package stands
A customer-facing view of your package, and automatic alerts before anything becomes a surprise.
Service Level
Clear SLAs at every level
Response-time targets are based on Lumi-X’s ITIL-based Standard Maintenance Service. Final SLAs are agreed per contract.
Powered by AI Assistant
Technical analysis, configuration and data fixes
Code-level fixes and development
What you get
Faster, cheaper, fully transparent
Faster resolution
Instant AI answers, and humans focused on issues that need expertise.
Lower support cost
Routine questions are handled by AI, so paid hours go to real issues.
No budget surprises
Real-time package tracking and automatic threshold alerts.
Business continuity
Business-aware prioritization protects orders, promotions and closing.
Getting started
Live in weeks, not months
Knowledge intake
Collect user guides, SOPs, configurations and ticket history
Train the AI L1
Load your knowledge, test answers, set guardrails
Set up the helpdesk
Channels, routing rules, L2/L3 teams, SLAs, package and alerts
Go live & improve
Monthly review of KPIs and continuous knowledge updates
Tech up to Shine
Ready for support that runs on AI and expertise?
Tell us about your systems and your users. We will propose an AI First AMS package sized to your ticket volume and business-critical processes.