Luware, a provider of customer service and CX solutions, announced the launch of the Luware Nimbus Companion, a communication and productivity upgrade that extends the capabilities of Luware Nimbus, the company’s all-in-one CX platform developed natively for Microsoft Teams.
At the core of the upgrade is an intelligent AI orchestration layer that coordinates different virtual assistants for specific tasks to ensure the best AI service is used for the respective request. It’s intended to augment the abilities of human agents, providing them with proactive support and enhanced workflow efficiency, the company said.
Earlier this year, Luware introduced the Nimbus Virtual User, designed to automate low-complexity, routine or repetitive tasks as well as resolved interactions without the need for a human agent to join the conversation. The Luware Nimbus Companion is intended to complement this framework by supporting human users directly with advanced analytics and AI insights, identifying where their attention is required and helping them determine the most effective way to complete complex tasks, officials said.
“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 company said.
Companion capabilities include real-time transcription, concise conversation summarization and automated classification. This allows users to focus on the customer during the call, after which the Nimbus Companion provides quick summaries for timely follow-up, automatically suggests codes and tags to categorize interactions, and facilitates the transfer of transcripts and summaries into systems like the CRM, officials said.
Additional services expected soon include performance analytics, sentiment analysis and translation, the company said. The modular design allows customers to pick and choose the specific AI companions they need to fit business requirements.
“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 organizations use augmentation and analytics to enhance—not replace—human expertise.”
The Luware Nimbus Companion is scheduled to enter preview in early December, with general availability expected by the end of January 2026.
