In today’s fast-paced world, customer support must be quick, accurate, and truly natural. Traditional systems, like complex IVR menus and rigid chatbots, fall short, leading to frustration and inefficient service. That’s exactly why we set out to build something different: Lumi, a conversational AI agent that doesn't just respond but truly understands, engages, and solves problems in real time.

Lumi understands customer intentions and is capable of performing actions. It's designed to be platform-independent, meaning it connects to different databases, including Salesforce, Supabase, SAP, ServiceNow, and more. Lumi doesn’t just answer questions; she helps customers get things done.

Watch Lumi in Action in the Demo Video Below ⚡

So What Exactly Does Lumi AI Do?

Previously, many businesses relied on traditional IVR (Interactive Voice Response) systems, which were slow, time-consuming, and inefficient, often requiring users to operate manually, frustrating users, and leading to a poor customer experience, or basic chatbots, which felt impersonal and rigid. Our goal was to create a solution that could engage in natural conversations and handle customer queries and transactions dynamically, all in real time.

When a customer calls, Lumi performs a series of real-time actions:

Identifies the Caller: Based on the phone number, Lumi identifies the caller and fetches their details from the database.
Retrieves Live Data: It accesses real-time order information, expected delivery dates, prices, and shipping locations.
Performs Transactions: Lumi can also perform actions like updating delivery dates or cancelling orders, directly updating your backend database.

The entire interaction is dynamic; no cached data, just live querying and processing. All in real time, through voice. Not text. Not clicks. Actual back-and-forth dialogue.

AI Agent That Works for You

For the demonstration, we used Salesforce CRM as the backend database, but Lumi’s true power is its flexibility: it can work with any database or CRM you plug it into, adapting to your existing infrastructure.

The scenario we focused on is a common e-commerce use case where customers call to inquire about their orders, request updates, or cancel items. Lumi understands and responds to these requests naturally, just like a human support agent would:

Fetching order details
Reading customer information
Updating delivery dates
Canceling orders
Holding natural conversations

Lumi in Action: Conversational Transactions

Real-Time Querying

When a user called Lumi, she immediately greeted him by name, identifying him via caller ID. Then, using that information, Lumi fetched his order details from Salesforce: "You ordered a Gucci Jacket and Levi's Jeans."

She then responded to specific questions like:

"What’s my expected delivery date?" — April 30, 2025
"How much do I need to pay?" — $3,500
"What’s the shipping city?" — Delhi

All this occurs in natural, flowing speech.

Dynamic Updates from Lumi

Next, the caller wanted to update the delivery date: "Add five more days for delivery."

Lumi instantly updated the record in Salesforce. The new date, May 5, 2025, was confirmed both via voice and by checking the database record.

Order Cancellation by Lumi

Not only queries, but Lumi can transact too. The customer requested to cancel the Gucci Jacket order. Before executing the action, Lumi confirmed it twice with the customer to prevent any mistakes. The order was successfully marked as "Cancelled," communicated on the call, and instantly reflected in Salesforce.

Order history showing Lumi’s capability of performing actions — ✨ Read and write operations, in real time, via voice.

Behind the Scenes: How Lumi Connects

Lumi is not hosted on any single platform. Instead, it is an independent AI agent that connects to your database. This architecture allows it to be plugged into any order management or CRM system, making it highly versatile.

It supports both read-only queries and transactional updates, enabling full interaction with customer data while adhering to your data policies. For example, it validates delivery date changes against your set expected dates and provides feedback if the requested change is not possible.

Note: Lumi is continuously evolving. While it already supports natural conversational flows and real-time database transactions, we are working to make interactions even more human-like and less bot-like. Future updates will reflect our dedication to making Lumi truly a seamless part of your customer support team.

Why This Matters

Customer support is often the frontline of any business. Making that interaction seamless, quick, and human-like can drastically improve customer satisfaction and operational efficiency.

By leveraging Lumi, your business can:

Reduce customer wait times by automating routine inquiries and transactions.
Free up human agents to focus on more complex or sensitive issues.
Ensure consistent and accurate information retrieval and updates.
Provide 24/7 support without the need for a large workforce.

Lumi’s capabilities span a wide range of industries, including:

E-commerce & Retail: Manage order tracking, returns, and cancellations.
Healthcare: Automate appointment bookings, reminders, and patient questions.
Banking & Finance: Securely handle balance enquiries, payment requests, and account changes.
Telecom & Utilities: Resolve service issues and billing plans fast.
Public Information Services: Deliver voice-powered self-service at scale for government and education.

Get Involved and Share Your Thoughts

We are eager to hear your feedback and ideas for AI agents in customer support. What features would you like to see? How could this technology best serve your business or customers?

Drop a comment or reach out to continue the conversation. Together, we can build smarter, more human-like AI agents that transform customer support experiences.