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Release 3.3 - December 2023
Feature | Description |
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Visual Designer Enhancements | Improving the usability of Visual Designer, the following updates are part of this release:
For more information, refer to Creating a skill with Visual Designer |
Troubleshooting Logs for Follow-ups | Get better insights and control over your configured Follow-ups. Following are the updates that are part of this release:
For more information , refer to Follow-up |
Improved Skill search | Luma now uses SBERT (Sentence-BERT) in collaboration with RASA to provide a more robust and sophisticated intent identification system. This integration ensures more accurate skill matching. This is an optional feature and will be rolled out for only specific customers initially. |
Other Improvements | Following are the other changes that are part of this release:
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Note: This release includes updates to the Web widget. For changes to take effect, download the latest package (JS and CSS files) and update the Web widget.
Release 3.2 - November 2023
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Feature | Description |
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Enhancement to GUI Skill Builder | Bridging the gaps between the Visual Designer and the Classic Designer, the following updates in Visual Designer are done as part of this release:
For more information, refer to Building Conversation with Visual Designer. |
Usability improvements | In advancing the capabilities of Visual Designer, the following enhancements are done to elevate the end-user experience and easy skill building:
For more information, refer to Building Conversation with Visual Designer. |
WhatsApp (Direct) Channel Integration | Luma VA can now be accessed through WhatsApp Direct, eliminating the need for third-party service providers. You now have the flexibility to configure WhatsApp directly, simplifying the process and cost-saving for the customers. |
Support for Login with credentials to the Luma Mobile App | Streamlined access to the Luma Mobile App through user credentials is now available. In addition to the Magic Link option, Administrators, and Skills developers can now access the Luma Mobile App using their Bot builder credentials. Furthermore, users can also reset their passwords via OTP for added security. Note: The Login with credentials support is extended to include end-users, allowing them to log in with their credentials. When logging into the mobile app, end-users can generate a password using OTP and proceed to access their accounts with ease. For more information refer to Login to the Mobile App. |
Multiple profile support in the Luma Mobile App | Luma Mobile App now supports seamless login to multiple environments or tenants without the hassle of repeated logins. Users can effortlessly switch between different tenants, whether using credentials or a magic link, with just a single click. For more information refer to Login to the Mobile App. |
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Feature | Description |
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Support for Cards | The Visual Skill Designer now supports Card carousel to create interactive and visually appealing experiences for users. The card carousel enables you to showcase multiple cards simultaneously, allowing users to browse through various options or information in a more intuitive and engaging manner. In your skills, you can use cards in the following ways:
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Decision Prompts Cards | New Decision Prompts - Cards are designed to create dynamic decision paths in a skill. Decision Prompt - Card is a combination of Card prompts and Conditions. The control allows you to present options to the user in form cards, and based on the response, the next steps in the skill are configured. |
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Feature | Description |
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Service Catalogs in Luma VA | Find your Service Catalogs through Luma and create well-formed actionable tickets. You can now access Service Catalogs in your ITSM system through your Luma Virtual Agent. Import your existing Service Catalogs into Luma and enable end-users to search for the service catalog. You could also browse the catalogs using the new system skill 'Explore Catalog.' For more information refer to Explore-Catalog. Note: To use Service catalogs, Luma Knowledge should be configured for your organization. To procure Luma Knowledge tenant, please contact Serviceaide Support team. |
Startup Skills- Customize your Conversation | Customize the way the end-users see the information. You can now design conversations between Luma VA and the end user. Build your startup skills and trigger the whenever user searches for information or services through Luma VA. Categorize the skills using the new out-of-the-box category 'startup skills' to identify your start-up skills easily. For more information refer to Customize Conversation startup |
New Conversation Flow constructs for Knowledge and Service Catalogs | Building skills in Luma made it easier. Use the new conversation constructs to integrate your Knowledge base and Service Catalogs with minimum configurations. Following are the new constructs available in the Skill Builder.
For more information, refer to Build Conversation Flow. |
Luma Mobile App IOS support | Luma Virtual Agent is now available on IOS mobile platform. The Luma Mobile App brings your virtual agent into your pocket, providing around-the-clock support, even while away from the desk.
For more information, refer to Configure Mobile App. |
Changes to existing Conversation flow constructs | In addition to the new conversation constructs the following conversation items have been enhanced to build better skills easily.
For more information, refer to Create Skill. |
Other enhancements | Following are the other enhancements that are part of this release:
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Feature | Description |
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Support for Luma Mobile App | Luma Virtual Agent is now available in a Mobile App. The Luma Mobile App brings your virtual agent into your pocket, providing around-the-clock support, even while away from the desk. Luma Bot Builder now provides additional configurations to support the new voice-enabled Mobile App as a chat channel. As an Administrator, you can configure Mobile App for your tenant and enable end-users to converse with Luma VA via the Mobile App. For more information, refer to Configure Mobile App. |
Improved card layout in Web Widget | Improved card layout to enhance the visual symmetry of the web widget. Each card in the carousel now follows pre-defined dimensions, and the size does not change based on the card text. Longer text in cards is masked and can be viewed using the 'view more...' option. |
Other Enhancements | Following are the other enhancements that are part of this release:
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Feature | Description |
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Automation Workflows in Skill Builder | You can now trigger the Legacy and Automation Designer workflows as part of your Luma skills. For a Luma tenant with integration to Serviceaide Automation, the Legacy workflows and the workflow configured in Automation Designer can be added as conversation steps in the skill. This is managed at the tenant level. Note: For new tenants or first-time Automation configurations, only Designer workflows are enabled. The Legacy workflows can be enabled on-demand from the backend. |
Improvements on Dashboard | Following are the new updates available on Luma Dashboard:
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New Transformation function | Support for the new transformation function Custom Date format - Using Epoch Seconds Time to convert Epoch time in seconds to date time in the specified timezone and format. For more information, refer to Using Transformation functions |
Other Improvements | Following are the other improvements that are part of the release:
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Note: This release includes updates to the Web widget. For changes to take effect, download the latest package (JS and CSS files) and update the Web widget.
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Feature | Description |
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Improved KPI calculations | Luma Virtual Agent now enables you to conditionally set your KPIs during Skill execution. You can now calculate Luma KPIs as part of parent as well as sub-skills. New Conversation Item 'Set KPIs' allows the Skill developers to calculate or update KPIs as required during a conversation. Additionally, KPIs can also be updated as part of Rule conditions. For more information, refer to Create Skill Note: For your existing skills, the KPIs metrics configured at the skill level are migrated as the last step in the conversation flow. You might see a difference in KPI calculations for the existing skills as the KPIs will now be calculated on the last branched skill instead of the parent skill. In case the skill branches to a sub-skill, KPIs will not be calculated until reconfigured. This is because prior to the 2.15 release, Sub skills did not support KPIs. It is recommended that you review the existing skills and update the KPI configurations appropriately. |
Export KPI Dashboard | Download your KPI Dashboard information into an excel file. You can now generate a single report with the information on all the KPI metric measurements available on the Luma KPI Dashboard. You may filter the information on various columns such as KPI Metric Type, dates, Session ID, Channels and view the reports as required. For more details, refer to KPI Dashboard |
Download User Adoption and Training Opportunities Metrics | You can now download and view detailed information on the 'User Adoption' and 'Training Opportunity' for your Bot. Luma VA now allows you to download the following metrics available on the Luma Usage Dashboard.
For more details, refer to Usage Dashboard |
Whatsapp via Infobip updates | Following are the updates on Whatsapp via Infobip chat channel:
For more details, refer to Create Skills. |
New views for Custom Reports | You can now create custom reports on LUMA usage information. The following database views are now available to expose the customer information which can be used to create reports:
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New Conversation context variables | You can now use the End user conversation while creating ticket via Luma Virtual Agent. The new Conversation context variables 'Transcript Json' and 'Transcript Text' are used to capture the complete transcript of the user conversation which can be used as additional information when creating a support ticket or any other skill creation. For more information, refer to Use Variables in Skills |
Other Enhancements | Following are the other enhancements that are part of the release:
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Feature | Description |
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Presenting Knowledge through Luma Virtual Agent | Luma now avoids duplicate Knowledge Articles that are related to more than one topic. In a Article list view, a Knowledge article with multiple relevant topics is displayed under the topic with the most matching topic (highest posterior probability). |
New KM context variables | You can now use KM context variables to refer to below Knowledge and Article information:
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Release 2.13.1 - December 2021
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Feature | Description |
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Feedback Survey | Feedback Surveys are now available in Luma Virtual Agent. You can now send a Satisfaction Survey and Feedback request to end-users after skill execution and completion of the User-Support Agent conversation. The survey response can be used to calculate Customer Satisfaction Ratings for your bot. The Survey can also be triggered as part of specific skills. You can use the OOTB Survey or create a customized survey specific to your Bot or skill. For more information, refer to Customer Feedback and Satisfaction Survey. |
Customer Satisfaction Metrics on Usage Dashboard | View your Customer Satisfaction ratings on Usage Dashboard. A new section 'Satisfaction Survey' is now available on the dashboard that provides cumulative information on the Surveys triggered to end-user by the Luma Virtual Agent. The metrics include the conversations from all Chat channels configured for your tenant (except the Test Widget). For more information, refer to Usage Dashboard. |
Email integration | Luma Virtual Agent now supports Email integration that enables the system to send emails to end-users. As an Administrator, you can configure the email server for your tenant. Email integrations can be added to a Skill as a conversation item. You can also create multiple email templates and use the same in Skills on a need basis. This reduces the redundant and manual effort of writing and Email configuration every time an email needs to be sent. For more information, refer to Email Integrations. |
Improvements in Export and Import | You can now export Feedback Survey Configurations and Email Integrations from one bot to another. The configurations can be exported and imported into a target environment. When exported, all relevant entities such as Email Server instances, Templates are also exported. For more information, refer to Bot Export and Import. |
Other Improvements | Following are other improvements that are part of this release.
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