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Drag and drop "Set KPI" on the canvas.
On the properties panel, select the KPIs to be updated and the effort (in minutes) saved.
You may update the following KPIs:
Deflected Support Requests: The KPI indicates that the skill can deflect a support request. Specify the number of minutes that the skill can save as the user request is directly resolved and a support request is avoided
Resolved with Knowledge: The KPI is linked to ‘Deflected Support Requests’. Mark 'Resolved with Knowledge' if a Knowledge Article deflects the ticket.
Resolved with External Information: The KPI is deflected by a Knowledge Articlelinked to ‘Deflected Support Requests.’ Mark 'Resolved with External Information' if the ticket is deflected using the information generated from external sources like the Internet or generative AI.
Actionable Support Requests: Use the KPI to indicate that the skill creates a well-structured, actionable ticket. Specify the number of support minutes that can be saved by creating an actionable support request through Skill. The default value is set to 5 minutes.
Automated Resolutions: The KPI indicates that the skill resolves user issues using an automated service. Specify the number of support minutes that can be saved by the execution of the automated service, skill, or job by executing the Skill.
Ineffective Best Response: This is a Luma Knowledge KPI. The KPI indicates that the Knowledge Articles returned in the result set are incorrect or irrelevant to the user’s request.
Knowledge Gap: This is a Luma Knowledge KPI. The KPI indicates that Knowledge articles are unavailable for the user’s request and the phrase should be marked as a Gap in Luma Knowledge.
Knowledge Feedback: The Luma Knowledge KPI is used to record feedback on a Knowledge Article or a FAQ presented to the end-user. Select the type of article , and provide the Artifact ID and Feedback (Helpful/Not Helpful).
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Drag and drop the Search Skills construct from the palette onto the canvas.
On the properties panel, add the search phrase.
By default, the initial user request is added as the user phrase.
Select ‘Exclude Previously Presented Skills’ to exclude skills already presented in the conversation to avoid duplicates and streamline the result presentation. This ensures duplicate skills are not suggested when the system tries to search for matching skills within the same conversation.
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Utilize the 'Search Knowledge' to search Knowledge Articles within your linked Luma Knowledge Tenant. You may add 'Search Knowledge' into your skill to find relevant articles at any point during execution using an article's ID or search phrases. Search can be refined by adding additional keyphrases or specifying the search domain."
Search Knowledge construct eliminates configuring integration with the Luma Knowledge tenant. Luma VA and Luma Knowledge tenants are automatically associated with each other. 'Search Knowledge looks for articles directly in the associated Luma Knowledge system. The Knowledge Context variables can access the Knowledge articles in the results can be accessed using the Knowledge Context variables. For more . For more information, refer to Use Variables in Skills.
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Drag and drop the Search Knowledge construct from the palette onto the canvas.
On the properties panel, select the search methods:
Metadata - To search for Knowledge Articles using a phrase. You could also supply additional context for the search by providing metadata,
Article ID - To search for a specific Knowledge article using a Knowledge Article ID.
Now, based on the selected search method, provide the search filters:
For the ‘Metadata’ Method, you may provide the following:
Search Query: Provide the search phrase to search for Knowledge. By default, the The user’s initial request (available in context variable @{conv.skillPhrase}) is assigned to the field by default. You could set the field to a static value or another attribute with a text value.
Domain: Domain is the first level of categorization applicable to the Knowledge Artifact. In Luma Knowledge, all Knowledge Articles are categorized under domains and usually refer to the department or functional division the article is related. For example, HR, IT, Network, etc. These domains must be available in the Knowledge graph of your tenant
Topics: Information on products, services, projects, or sub-teams related to the article. For example, Microsoft, Asset Management, etc.
Select ‘Exclude Previously Presented Articles’ to exclude articles already presented in the conversation to avoid duplicates and streamline the result presentation. This ensures duplicate articles are not displayed when the system tries to search for Knowledge within the same conversation.
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On the canvas, you must define two possible paths for your skill:
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Create Artifact
Use the Create Artifact step to generate a knowledge article based on the information extracted during an earlier conversation step, enhancing the accessibility of relevant information. The Create Artifact conversation step allows the skill developer to create a Knowledge Artifact in the associated Luma Knowledge Tenant. You may add 'Create Artifact' into your skill when you wish to save some knowledge to be available for later access. The conversation step adds an article in Luma Knowledge so that is available to users in later searches.
Create Artifact construct eliminates configuring integration with the Luma Knowledge tenant. Luma VA and Luma Knowledge tenants are automatically associated with each other. Luma can directly connect to the associated tenant and create the artifact.
Follow the below steps to add ‘Create artifact’ to your Skill:
Drag and drop the ‘Create artifact’ construct on the canvas.
On the properties panel, provide an Artifact Name.
Next, add the text that should be used to create the artifact. You can refer to the value saved in an attribute.
Select the Domain under which the artifact should be created.
Catalog
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Source and Parent Knowledge Article information is displayed with each Knowledge article in the results |
Display Precise Answer
"Display Precise Answer" is designed to swiftly present users with accurate responses to their queries, eliminating the need to read through entire knowledge articles. A 'Precise Answer' is provided when Luma confidently resolves the user's query, ensuring an efficient and user-friendly experience. The construct automatically uses the Knowledge Context variables (updated by initial search or Search Knowledge construct) for information display.
Follow the below steps to add ‘Display Precise Answer’ to your Skill:
Add Display Precise Answer to the Conversation flow.
On the properties panel, select the checkbox 'Select View Articles…' to provide an option to view the article along with the precise answer.
Provide the label for the article view option.
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Source and Parent Knowledge Article information is displayed with each Knowledge article in the results. |
Create Artifact
Use the Create Artifact step to generate a knowledge article based on the information extracted during an earlier conversation step, enhancing the accessibility of relevant information. The Create Artifact conversation step allows the skill developer to create a Knowledge Artifact in the associated Luma Knowledge Tenant. You may add 'Create Artifact' into your skill when you wish to save some knowledge to be available for later access. The conversation step adds an article in Luma Knowledge so that is available to users in later searches.
Create Artifact construct eliminates configuring integration with the Luma Knowledge tenant. Luma VA and Luma Knowledge tenants are automatically associated with each other. Luma can directly connect to the associated tenant and create the artifact.
Follow the below steps to add ‘Create artifact’ to your Skill:
Drag and drop the ‘Create artifact’ construct on the canvas.
On the properties panel, provide an Artifact Name.
Next, add the text that should be used to create the artifact. You can refer to the value saved in an attribute.
Select the Domain under which the artifact should be created.
Catalog
Catalog tools empower the skill developers to enhance user interactions within a conversation with custom Catalog searches and then seamlessly present the results using Display controls. This flexibility enables skill developers to craft tailored user experiences, dynamically responding to user actions and inputs.
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Drag and drop the Search Knowledge construct from the palette onto the canvas.
On the properties panel, select the search methods:
Search Phrase or Keyword - To search for Service Catalogs using a phrase. You could also supply additional context for the search by providing keywords,
Catalog ID - To search for specific Catalogs using a Catalog ID.
Now, based on the selected search method, provide the search filters:
For the ‘Search Phrase or Keyword’ Method, you may provide the following:
Search Phrases: Provide the search phrase to search for Catalog. By default, the The user’s initial request (available in context variable @{conv.skillPhrase}) is assigned to the field by default. You could set the field to a static value or another attribute with a text value.
Keyword: Any special code or identifier associated with the catalog can help Luma VA search the Service Catalog.
Categories: Categories are used to organize catalogs and usually refer to the type of systems or requests the catalog is related to. These categories must be available in the Category graph of your tenant.
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Display Precise Answer
"Display Precise Answer" is designed to swiftly present users with accurate responses to their queries, eliminating the need to read through entire knowledge articles. A 'Precise Answer' is provided when Luma confidently resolves the user's query, ensuring an efficient and user-friendly experience. The construct automatically uses the Knowledge Context variables (updated by initial search or Search Knowledge construct) for information display.
Follow the below steps to add ‘Display Precise Answer’ to your Skill:
Add Display Precise Answer to the Conversation flow.
On the properties panel, select the checkbox 'Select View Articles…' to provide an option to view the article along with the precise answer.
Provide the label for the article view option.
Select ‘Exclude Previously Presented Catalog’ to exclude catalogs already presented in the conversation to avoid duplicates and streamline the result presentation. This ensures duplicate catalogs are not displayed when the user retries sear
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Display Catalog
Use 'Display Catalog' to present Service Catalogs to the end-user during your skill's conversation flow. This construct automatically uses the Catalog Context variables (updated by initial search or Search Catalog construct) for catalog display and can even navigate the user through identified categories and Subcategories when ambiguity arises in the results.
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