Luware Nimbus Companion ensures AI-driven customer service is accessible

Luware, a leading provider of customer service and CX solutions built natively on Microsoft Teams, is unveiling the Luware Nimbus Companion—a communication and productivity upgrade that extends the capabilities of Luware Nimbus—an all-in-one CX platform developed natively for Microsoft Teams.

According to Luware, the core of this innovation is an Intelligent AI orchestration layer that coordinates different Virtual Assistants for specific tasks, ensuring that the best AI service is always utilized for the respective request.

The solution augments the abilities of human agents, providing them with proactive support. The result is enhanced workflow efficiency and a seamless, unparalleled collaboration between human employees and AI resources, the company said.

The Luware Nimbus Companion complements the Nimbus Virtual User framework by focusing on augmentation: it supports human users directly with advanced analytics and AI insights, identifying exactly where their attention is required, and helping them determine the most effective way to complete complex tasks.

Together, the Virtual User and the Nimbus Companion form an integrated, AI-driven framework that intelligently combines full automation for simple tasks with human insight and augmented intelligence for complex customer engagements.

The Luware Nimbus Companion orchestrates several specialized AI services that provide comprehensive post-call support and enhance everyday workflows. These capabilities include real-time transcription, concise conversation summarization, and automated classification. This allows users to focus entirely on the customer during the call, Luware said.

Afterwards, the Nimbus Companion provides quick summaries for timely follow-up, automatically suggests codes and tags to categorize interactions, and facilitates the seamless transfer of transcripts and summaries into systems such as the CRM, leading to significantly improved reporting and business insights.

The Luware Nimbus Companion launches with powerful real-time capabilities: transcription and live captioning. Luware’s strategic commitment to AI will soon bring a host of additional services, including performance analytics, sentiment analysis, and translation.

Crucially, the modular design ensures customers can pick and choose the specific AI Companions they need to perfectly fit their business requirements and maximize performance, the company said.

“With the Nimbus Companion, we’re making AI practical and accessible for everyday communication,” said Markus Weisbrod, product manager at Luware. “Across the industry, there’s a clear shift from experimenting with AI to integrating it responsibly into daily workflows. The Nimbus Companion provides a single point of access to Luware’s growing portfolio of AI agents, helping organisations use augmentation and analytics to enhance—not replace—human expertise.”

The Luware Nimbus Companion will enter preview in early December 2025, with general availability expected by the end of January 2026.

For more information about this news, visit www.luware.com.