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Enhance your skill-building experience and streamline conversations with reusable subflows. Subflows are reusable 'Functions' within a skill, eliminating the need to branch to another skill. This promotes reusability by allowing subflows to be used across multiple skills, enhancing efficiency and consistency in your development process. The sub-flows can be easily created and managed under the Subflow section. Add the sub-flows to your skills using Conversation Step 'Execute sub-flow'. 

Enhance user experiences by personalizing System Skills based on your organization's unique requirements. System skills, like User Registration, Welcome, What can you do and Transfer to agent, are now customizable, allowing you to tailor them to your specific needs instead of triggering out-of-the-box functionality. You can configure a skill to be triggered when the System Skill is requested.

Enhance security and control while tailoring interactions to specific business needs. Classify customer business domains at the tenant level and configure conversation permissions based on domain status; A whitelisted Domain for unrestricted access, Blacklisted Domains for blocked domains, and Greylisted or Unclassified domains for conditional approval. 

For more information, refer to Business Domain Management

The following Conversation Steps are available as part of this release:

• 'Categorize User Intent' using User Phrase to categorize the user's phrase
• AI NLQ Step to determine the Change gear ticket Query
• Execute Sub flow to execute sub-flows as part of skills

The following updates are part of the release to support Monthly Session consumption:

• Luma now supports a new license type Sessions Per Month is now available for New tenants. The older Session Based licensing is not available for new tenant provisionings
• Auto-renew sessions every month until the end of contract.
• Ability to update Sessions in the packs of 500 by default, but can be manually updated. It can only be incremented, but not reduced below the consumption
• Monitor the usage and alert when the consumption reaches 75%, 85%, 95% and 100%. Continue to alert if the consumption is >100% until the end of the current month
• License Purchase History show the both manual purchase and auto-renewal activities
• Monthwise session consumption available on Usage Dashboard (and report) and Tenant Settings->Subscription page
  
  

The following updates Visual Designer updates are part of this release:

• Ability to select one or more steps in the skill and create a Sub flow with the steps.
• Search Catalog step: Ability to exclude previously presented search results
• Search Skills step: Ability to exclude previously presented search results
• Search Knowledge step: Ability to exclude previously presented search results

VA & KM can now be  provisioned together via the Luma Super Admin portal. As a super admin, you can choose to provision Luma Knowledge, Superset and Automation at the time of Luma Va provisioning or later. The system would automatically provision the tenants and correlate. This also irradicates the need to execute User sync.

Note: New Luma Knowledge tenant must always be created via Luma VA Super admin screen. For correlating Existing tenant, please reach out to support team. 

Following are other enhancements that are part of this release:

• Support Agents can now see the User Conversation start and Elapsed time meter on the Agent Chat Console.
• Enhance the user experience by providing information on the source of the Knowledge. Luma now displaus the Artifact name and the source along with the Knowledge search results.
• We can now record the requests that are resolved using the information available over Internet. We can using Set KPI step to calculate KPI "Resolved with External Information" whenever a user request is resolved with information from Internet
• The default configuration for Browse Services system Skill is now Quick Reply.
  Ability to execute the skill presented in Suggest Skills in the context of the current conversation

• 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 Attribute extraction from user phrase for the 'Date' type attribute. Luma now extracts the date provided by the user in the search phrase and assigns the value to the 'Date' type attribute encountered first during execution.
• Support for Capture Feedback Step
• Support for Capture Satisfaction Survey Step
• Support for Triggering Automation Workflow 
• You can now migrate your classic designer skills to Visual Designer skills, making it easier to manage and update.

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

• Support for Search Skill. You can now perform a custom search on your pre-configured skills from your visual designer skill and display the results during conversation
• Updated Prompt- Ability to configure global attributes to send in the prompt reply message to the web widget so that the client can drive the user experience in the host application
• Multiple Step deletion: You can now effortlessly select and delete one or more steps from a skill. This removes the inbound and outbound connections from the selected controls
• Support for keyboard shortcuts to Copy (ctrl+c) and Paste (ctrl+v) of one or more elements
• Support for Create Artifact to create a Knowledge Artifact in your Luma Knowledge tenant as part of your skill.

• Luma is now fully integrated with Luma AI services. Harnessing the power of advanced Prompt engineering, the Generative AI functionalities in Luma now uses AI services. The integration streamlines the metering and management processes for optimal utilization.
• Introduction of new conversation step "AI task" to execute an AI Task as part of a skill. Using the step, a skill developer can using OOTB Luma AI services or create an ad-hoc task. The system captures the usage for each customer for reporting purposes
• Ability for Tenant Admin to enable/disable AI Task in the conversation flow

For more information, refer to Generative AI in Luma

Centralized Generative AI Configurations

Centralized Generative AI Configurations for Luma Suite of Products. Empowers Superadmins to effortlessly configure and oversee the Generative AI functionalities for all Luma products, simplifying management and optimizing control through one consolidated platform. A Superadmin can enable/disable Generative AI and configure OpenAI credentials for a new or an existing tenant with the ability to enable/disable features

For more information, refer to Configure Generative AI Configurations.

Schedule Notification

You can now schedule notifications in Luma. The notification can be scheduled via the Bot builder interface by the Tenant administrator or can be incorporated in Skill using the REST APIs.  You can create one-time or recurring notifications

The schedule also supports dynamic information, recipient lists, or schedules using the notification API. The information can be used to generate Notifications.
View the scheduled and triggered notifications in History
You can also export and import notification configurations

Notifications on the WhatsApp channel can also be sent to unregistered users

In the process of unifying Luma Knowledge and Luma Virtual Agent, the following updates are done as part of this release:

• Luma Knowledge is now available as a workspace within Luma Bot Builder with implicit login. You can now launch your Luma Knowledge Curation portal directly from Luma admin portal, without the need to log in again.

• Schema changes to support VA and KM Unification.

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

• New Conversation events for AI TAsk and Create Artifact steps
• Updates to troubleshoot logs to show more details in case of error with Set/Transform attribute. You can now see the attribute that causes the error in the logs along with already filled attribute values.
• System now captures Luma and 3rd party integration response timings, which can be used for reporting and troubleshooting
• Search Skill and Display skill controls are now available for VA-only customers to support any fallback scenarios.
• When a quick reply/card button is clicked, you will now always see the button label instead of payload/value 

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.

Luma Virtual agent now supports Whatsapp template for Follow up notifications. You can now configure your follow-ups to use Whatsapp templates such as HSA template to send notification on Infobip Whatsapp channel. You may also create custom templates that can be used to send follow up notifications.

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).

You can now use KM context variables to refer to below Knowledge and Article information:

• Topics: @{vsaDecision.knowledgeArticle.topics}
• Pagination: @{vsaDecision.knowledgeArticle.pagination}