Luware Nimbus Focus Feature
Each month we will highlight a Luware Nimbus feature that will improve your customer experience. This month, learn how Luware Nimbus Companion let you connect and interact with external systems directly in Luware Nimbus.
Luware Nimbus Companion
Luware Nimbus Companion
In Summary
- The Luware Nimbus Companion is the AI orchestration layer of Luware Nimbus. It coordinates AI-powered tools including transcription, summarization, and automated codes and tags suggestion.
- It relieves users of manual work and improves data quality and reporting through smart AI tools.
The Luware Nimbus Companion reduces manual effort, improves data quality and frees up users’ time to focus on what matters most by automating the post‑processing of customer interactions through automatic transcription, concise summaries, and the suggestion of Codes and Tags.
Luware Nimbus already equips service teams with a powerful toolkit for customer communication. Features like transcription, summarization, and codes and tags boost productivity—but new efficiency gains emerge when they work seamlessly together. That’s where the Luware Nimbus Companion comes in.
Built on Azure AI Foundry, the Companion acts as the orchestration layer of Luware Nimbus. It coordinates components much like a conductor leading an orchestra to ensure everything works in harmony and resources are used in the most efficient manner possible.
Use Cases
Eliminate Manual Note-Taking with Post-call Transcription
Reduce after call work and free users from manually keeping a clean record of conversations by automatically transcribing every conversation post-call.
By enabling a speech recognizer powered by either Azure AI Services or Luware Nimbus AI Services in the Luware Nimbus Companion, you can automatically convert customer conversations into accurate text, seen directly on your My Sessions page on the Companion widget and which can be stored up to 30 days.
Transcripts can then be pushed directly to your CRM or preferred business platform via a Power Automate Connector, and used for downstream workflows such as automated summarization and detailed analysis.
Support Faster Handoffs with Summarization
Save time and improve decision-making by generating clear, concise summaries after every customer call. Users can quickly see key information directly in the Companion widget for 30 days, with customizable fields such as Title, Issue Resolution, Recap, and Narrative so you can capture exactly what you need for your documentation, compliance and reporting requirements.
Improve Documentation with AI Suggested Codes and Tags
Reduce after‑call work and improve reporting consistency with AI‑suggested codes and tags. The Codes and Tags Assistant in the Luware Nimbus Companion automatically proposes up to five relevant labels, based on previously used tags or newly suggested, context‑appropriate options. This guides users toward consistent selections and significantly improves data quality for uniform reporting across teams and services.
Extend Your Companion with Virtual Assistants
The Luware Nimbus Companion can also be enhanced with tailored Virtual Assistants designed for specific use cases and expert knowledge. For example, add a real-time Live Captioning assistant to support your users during an ongoing interaction.
Set-Up The Luware Nimbus Companion
External Web Requests
External Web Requests
In Summary
- With the External Web Requests feature, workflows can directly connect to external systems (e.g., a CRM or ticketing tool) using HTTP requests to retrieve and update customer data in real-time.
- Use cases include providing users with caller identification and context information for personalized service, reducing manual work by automatically creating records or follow-ups in third-party systems, and tooling the Virtual User for automation scenarios.
- Compared to Microsoft Power Automate, External Web Requests offer lower latency and simpler setup for lightweight integrations, though many requests can slow workflow execution.
Integration
Integrating with third-party systems such as your CRM or ERP is key to delivering seamless customer experiences. When human and virtual agents have a complete, real-time view of each customer and the right contextual information, every interaction becomes informed, personalized, and efficient.
With the External Web Request feature, you can build such advanced integrations directly inside your Luware Nimbus workflows using standard Hypertext Transfer Protocol (HTTP) requests. This is a fast and efficient way to connect to external systems such as CRMs or ticketing tools without having to configure automation tools like Power Automate.
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Use Cases
Connecting Third-party Systems
By connecting Luware Nimbus to third-party systems such as a CRM or ERP through an External Web Request, you can create personalized customer interactions from the very first contact. Customers no longer need to repeat information they have already provided—or even state their name—because Luware Nimbus can retrieve this data from connected platforms and present it directly to your users.
Reducing Manual Effort
At the same time, Luware Nimbus can push data back to external systems to reduce manual effort. For example, it can automatically create follow-up activities or records after each call, which users can then review, update, or enrich as needed.
Providing Context for the Virtual User
In the future, External Web Requests will also be a key component in enabling the Virtual User. They allow you to supply the Virtual User with real-time information from external systems, helping it deliver smarter and more contextual assistance. For instance, the Virtual User will be able to retrieve all open tickets associated with a customer and proactively ask whether the call relates to one of them.
What is an External Web Request?
External web servers host and deliver web content such as information and resources. This can be accessed remotely via web browsers. They work using a client–server model: a client, such as a web browser, can initiate a request to a server using the HTTP and the server then sends the requested data back. This can be used for file transfers, remote access, or data exfiltration.
Luware Nimbus uses such HTTP web requests to access third-party systems such as a CRM to access customer information and showcase it directly in the Luware Nimbus portal, so that users have all the context information they need.
External Web Request or Power Automate?
External Web Requests are a more efficient integration alternative to Power Automate for simpler integrations. For example, if you only need to fetch the postal code of a customer from a CRM. They are also cost efficient as no additional license is required to use them.
Because External Web Requests run directly inside Luware Nimbus workflows, they have low latency per request. In contrast, Power Automate requires an external trigger, which introduces an initial startup delay. After that, the integration is processed outside of Luware Nimbus and therefore does not impact workflow performance.
A drawback of External Web Requests is that a high number of calls can slow down the overall workflow execution. The choice between External Web Requests and Power Automate therefore depends on the complexity of the integration. For a small number of simple requests, External Web Requests are the most efficient solution.
Simple and Secure
Because External Web Requests run natively within Luware Nimbus, IT teams don’t need to approve, deploy, or pay for separate automation tools. This reduces architectural complexity and minimizes handoffs between systems, resulting in leaner integrations. You can also provide authentication tokens when accessing external systems so you don’t manually need to enter them each time. This makes External Web Requests a powerful tool for simple integrations.
Set up an External Web Request in Luware Nimbus
🔎 See Web Requests for a detailed description of External Web Requests.