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  1. Drag and drop the Text prompt from the palette onto the canvas.

  2. On the properties, change the step name from Prompt to a user-friendly name to identify and define what the step does. This improves the readability of the skill.

  3. You could create a new prompt by:

    1. Toggle to ‘New Prompt’.

    2. Add the ‘Message’ Luma should ask the user.

    3. Provide a name for the 'attribute’ to save the user’s response.

    4. Select the ‘datatype' type of information expected.

    5. Confirm if the prompt is mandatory. This means the users must provide the information to go ahead with the skill.

    6. Add the default value.

    7. Click on Create to create the attribute. This is optional. If not clicked, the attribute will be created automatically when Skill is saved.

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    8. To add more details to the attribute, such as NLP extraction method and validations, before saving it, click on the Advanced Configuration under the create button.

    9. Now you can pass global attributes to send in web widget context. This is applicable only for web widget.

  4. You could also use an existing attribute.

    1. This enables you to add an existing global attribute to the skill and use the prompt added to the attribute.

    2. Toggle the switch to Choose existing Prompt.

    3. Select the attribute. This loads the Message field with the message configured in the selected attribute.

    4. You change the details by overriding the attribute.

      1. You could click on the pencil icon to update the message. Once done, click on the green tick to save changes.

      2. Alternatively, click on the attribute name and make the required changes on the attribute override pop-up screen.
        For more details on attribute override, refer to Building Conversation Flow | Attribute Override.

  5. The Text prompt is now ready.

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  1. Drag and drop the Text Message from the palette onto the canvas.

  2. On the properties, change the step name from Message to a user-friendly name to identify and define what the step does. This improves the readability of the skill.

  3. Add the ‘Message’ to be displayed.

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  4. The Text Message is now ready.

  5. Now you can pass global attributes from text message control to send in web widget context. This is applicable only for web widget.

Message-Quick Replies

Quick Reply Message offers a selection to the end user. Using Quick Reply Messages, skill developers can build personalized conversations. Here you can define the message to be displayed, and the Options to be presented, providing a range of subsequent actions that can be taken.

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  1. Drag and drop the Quick Reply prompt from the palette onto the canvas.

  2. On the properties, change the step name from Message to a user-friendly name to identify and define what the step does. This improves the readability of the skill.

  3. Add the ‘Message’ to be displayed. This is optional.

  4. Add as many options as required. You could add buttons that trigger another skill or conversation using ‘+Options' or open a URL using '+URL’

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  5. Click on the tag icon to change the value. This is the action taken when the option is selected. For more information, refer to Building Conversation Flow | Show Message.

  6. Now you can pass global attributes from message quick reply to send in web widget context. This is applicable only for web widget.

  7. The Quick Reply Message is now ready.

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  1. Drag and drop the Card prompt from the palette onto the canvas.

  2. On the properties, change the step name from Message to a user-friendly name to identify and define what the step does. This improves the readability of the skill.

  3. Add the ‘Message’ to be displayed. This is optional.

  4. Add as many Cards as required. You could add buttons that trigger another skill or conversation using ‘+Options' or open a URL using '+URL’

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  5. Click on the tag icon to change the value. This is the action taken when the option is selected. For more information, refer to Building Conversation Flow | Show Message.

  6. Now you can pass global attributes from message cards to send in web widget context. This is applicable only for web widget.

  7. The Card Message is now ready.

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To use Set KPI in your skill follow the below steps:

Drag and drop "Set KPI" on the canvas.

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On the properties panel, select the KPIs to be updated and the effort (in minutes) saved.

  1. You may update the following KPIs:

    1. 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

    2. Resolved with Knowledge: The KPI is linked to ‘Deflected Support Requests’. Mark 'Resolved with Knowledge' if a Knowledge Article deflects the ticket.

    3. Resolved with External Information: The KPI is linked 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.

    4. 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.

    5. 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.

    6. 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.

    7. 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.

    8. 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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    9. Skill Gap: This is a Luma VA Skill kpi. If the users response is negative during the conversation, using this kpi one can identify the cases where skill training or new skills are required.

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Info

  • The Luma Knowledge KPIs are managed in Luma Knowledge. The Dashboard in Luma Knowledge is updated based on the KPI information in Luma Virtual Agent.

  • KPIs can also be updated conditionally as part of Rule conditions. For more information, refer to Using Rule Sets. 

  • For Knowledge Feedback KPI, use the Knowledge context variables to get the FAQ and Article ID. For Example, Use@{knowledgeArticle.preciseAnswerId} to get FAQ ID of the answer presented to the user. Refer to Use Variables in Skills.

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  1. Drag and drop the Search Knowledge construct from the palette onto the canvas.

  2. On the properties panel, select the search methods:

    1. Metadata - To search for Knowledge Articles using a phrase. You could also supply additional context for the search by providing metadata,

    2. Article ID - To search for a specific Knowledge article using a Knowledge Article ID.

  3. Now, based on the selected search method, provide the search filters:

    1. For the ‘Metadata’ Method, you may provide the following:

      1. Search Query: Provide the search phrase to search for Knowledge. 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.

      2. 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

      3. Topics: Information on products, services, projects, or sub-teams related to the article. For example, Microsoft, Asset Management, etc.

  4. 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.

  5. Include All Matched Articles - select this option to Include matching articles in the search results along with the precise answer.

Info

  • The above option to include all matched articles is for ad hoc knowledge searches. To Include All Matched Articles in your default search we need to change the conversation startup settings in VSA-Configurations - Conversation startup - Custom Configuration and check the option Include All Matched Articles to Include matching articles in the search results along with the precise answer.

  • For metadata search, Phrase is a mandatory filter. You can optionally provide the metadata to enhance the search.

  • Upon every Knowledge search, Knowledge Context variables are refreshed and loaded with the results from latest search.

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  1. Add Display Precise Answer to the Conversation flow.

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  2. On the properties panel, select the checkbox 'Select View Articles…' to provide an option to view the article along with the precise answer.

  3. Provide the label for the article view option.

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Info

Source and Parent Knowledge Article information is displayed with each Knowledge article in the results.

Source articles will now open in the web browser if the corresponding article is an external document (has external redirection).

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.

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