Page Comparison

• Support for Collapse view: Easily navigate through your complex skills in the collapsed view. The feature enables the skill developer to manage design space on the canvas efficiently, ensuring that the design environment remains clean, organized, and readable.
• Enhanced search functionality within a skill. In addition to searching by step names, the system now allows the users to search through the objects used in each step.
• Ability to clear the local attributes during the conversation.
• Toggle the properties panel within the Visual Designer. This allows the users to see the properties panel or hide it, depending on their current tasks or preferences.

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:

• Dive deep into the Follow-up polling process with comprehensive troubleshooting logs available at each configuration level. Identify and address issues swiftly, ensuring a seamless follow-up experience.
• View Follow-up data polling troubleshooting logs and resolve any issues promptly.
• View the active follow-up data records in real-time.
• Show message extraction events in follow-up conversations

For more information , refer to Follow-up

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. 
To enable SBERT for your tenant, please reach out to the Support Team.

Note: Enabling the SBERT may change the results for the existing skills. You should test thoroughly and adjust the NLP Configurations as required. 

Following are the other changes that are part of this release:

• Deprecating Classic Designer for new skill creation. However, there’s no change in view/edit of existing skills using the classic designer.
• Ability to send payloads for GET Rest calls
• Show suggestions from the last skill after the survey is completed
• Need support to multiple same query parameters in outbound REST calls
• To improve Luma performance, the troubleshooting event logs are now retained only for 7 days. The data is purged every day. There will be no impact on the Dashboard and Reporting.

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:

• Support for Search and Display Knowledge Articles- You can now perform a custom search on your Knowledge base and display the results as part of your visual designer skill.
• Support for Search and Display Catalog to perform a custom search on your Catalogs and display the results as part of your visual designer skill.
• Support for Display Skill found as required in your skill.
• Support for KPIs Step in Visual Designer to update Luma VA and Luma Knowledge KPIs through the visual designer skills.
• Support for Suggest Skills to configure the skill suggestions to be presented to the user as part of the skill. You can now configure a list of skills or use the skill suggestions categories use to present skill suggestions to the end user.
• Support for Image type in Messages and Prompt
• Update to Trigger Skill Step: Trigger a Skill dynamically i.e. using a variable that holds the skill identifier.
• Update to Trigger Skill Step: Ease of selecting a skill to trigger by filtering the skill list by category.
• Ability to Copy a Visual Designer skill and create a new one.

For more information, refer to Building Conversation with Visual Designer.

In advancing the capabilities of Visual Designer, the following enhancements are done to elevate the end-user experience and easy skill building:

1. Streamlined Step Copying: You can now effortlessly duplicate step(s) within and across different skills.

2. Enhanced Skill Management: Luma now alerts promptly about any unsaved changes within a skill to prevent unintentional data loss. 

3. Effortless Control Access: Enjoy quick and convenient access to recently used controls. The new section on the palate enables you to quickly access the last five used controls in the tenant.

4. Seamless Article Feedback: Now, it's easier than ever to provide article feedback by utilizing the new "Set KPI" step. Use the Knowledge Feedback KPI metrics to update the positive or negative feedback on the Knowledge presented to the user.

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.

For more information, refer to Configure WhatsApp Business.

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. 

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:

• Message Cards to display information such as showcase products or services
• Prompt Cards to provide various options for users to choose from as a response to a question

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.

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

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. 

• Search Knowledge: Allows you to perform a custom search on your Knowledge base using a phrase or metadata.
• Search Catalog: Allows you to perform a custom search on your Service Catalogs using phrases or keywords.
• Display Knowledge: Display the Knowledge articles found in conversation as required
• Display Catalog: Display the Catalogs found as required in your skill.
• Display Skills: Display the Skills found as required in your skill.

For more information, refer to Build Conversation Flow.

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.

• 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. 
• The Luma Mobile App is available on Apple Store and Google Play Store for IOS and Android phones. Install the app from the respective app store and connect to your virtual agent,

For more information, refer to Configure Mobile App.

In addition to the new conversation constructs the following conversation items have been enhanced to build better skills easily.

• Suggest Skill: Configure the skill suggestions to be presented to the user as part of the skill. You can now configure a list of skills or use the skill suggestions categories use to present skill suggestions to the end user.
• Ruleset: You can now add a description for each rule added to your Ruleset/Conditions conversation item. You could also conditionally exit a skill with Suggest skill, choose and execute a skill dynamically.
• Set KPI : In addition to Luma KPIs, you can now configure Luma Knowledge KPIs through Luma skills.

For more information, refer to Create Skill.

Following are the other enhancements that are part of this release:

• Luma Bot builder now provides new Context variables that allow skill developers to use the information on the Knowledge Articles, Catalogs and Skills found.
• Support for Base64 content: You can now attach Base 64 content to web service calls.
• The 'Browse Service Catalogue' System skill is now renamed to Browse services.
• Luma now supports Global Presentation templates that can be used to configure the cards used to present Knowledge Articles, Catalogs, and Skills.
• The system skill 'Abort/Exit' is now renamed as 'Abort.' 
• The Survey report on Usage Dashboard now contains an additional column with the 'Root Skill' information. You can now report on the primary skill executed when the conversation is executed.
• You can now use the 'view skill' button (pop-out button) to view the skill definition in a new browser. The option is available in the Startup configuration screen and on the 'Add Condition' conversation item when branching to a skill.

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 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.

1. Luma Virtual Agent tenants can now connect to Serviceaide Automation tenants across different environments.
2. Technical updates to improve the Luma VA and dashboard/report performance
3. Updates on Conversation Message Report: New columns 'Conversation Initiated by' and 'Message author' added to Usage Dashboard → Conversations Report.

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.

Following are the new updates available on Luma Dashboard:

1. Skill Adoption Report on Usage Dashboard now includes execution count for branched skills.

2. You can now exclude specific skills from the Skill Adoption report. Use the new filters to select the skills to be excluded. The Dashboard data and the exported report honor the selection and remove the excluded skills.
3. The default Date Range filter on the KPI, Usage, and Support Agent Dashboard is now updated to "Last 24 Hours".
4. The Survey Report on Usage Dashboard now includes User Role, User Group, User Status, and Channel.

5. The Survey Report should display the actual skill that triggered the survey instead of the parent skill

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

Following are the other improvements that are part of the release:

1. Performance improvements in the Dashboard report download in an excel sheet.

2. You can now view the Conversation start and end time in the conversation history timeline.
3. Luma now supports Media files (audio, video, document, sticker) as attachments.
4. You can now see the Chat in progress indicator in your Luma-supported channels. The indicator is displayed whenever Luma is processing a user request and preparing a response. 
5. Command prefix, used to initiate a skill or system command, is now optional.

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.

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

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. 

• Unique Registered Users
• New Registered Users
• Average Registered Users Chat Time
• Unmatched Phrases
• Average NLP confidence score
• Ambiguity Occurrences

For more details, refer to Usage Dashboard

Following are the updates on Whatsapp via Infobip chat channel:

1. Skill Developers can now add descriptions for each Interactive List item displayed to the users. When the skill is executed via Infobip Chat Channel, the descriptions are displayed to the end-user. For the other channel, the description text is ignored.
2. You now provide a specific title to the Interactive Lists or quick replies list. This is apart from the prompt text message. For other channels, the title is ignored.

For more details, refer to Create Skills.

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:

• vsa_channel_accounts_view contains the users and channel account details of users in Luma VA
• vsa_skills_view contains the details of skills available in the bot 
• vsa_conversations_view with details on the conversations initiated in the bot
• vsa_kpi_measurements_view with details on the various KPI measurements on Luma Dashboard.

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

Following are the other enhancements that are part of the release:

• Text changes across the Bot builder UI to support White Labelling.
• All Luma Reports are now generated in Excel format instead of CSV. This ensures that the reports show up correctly and in the required format.
• New events for KPI Calculations in Conversation History. For more information, refer to Conversation History