Search Enhancement

Support for Knowledge Search with Multiple article ids. The Knowledge search API now supports searching for multiple articles with ids.

Web Crawler enhancement

Web Crawler is enhanced to detect the delta in consequent, log error and scheduled execution.

Semantic Knowledge Search

Introducing Semantic Knowledge Search.  This release enhances Knowledge Search in Luma by utilizing vector embedding and full-text search to improve the identification of relevant artifacts, integrating Generative AI for precise answer generation, and structuring the search result set to provide comprehensive and accurate responses. The key benefits of Semantic search are:

• Zero-Touch Curation: No manual keyword extraction or metadata fine-tuning.

• Accuracy Boost: Accuracy improved to over 94%.

• Enhanced User Experience: Natural and precise responses to every user query, leveraging Large Language Models (LLM). Every search results in:

  • Precise Answer from one or more relevant knowledge articles.

  • Source artifacts that are used to generate the precise answer

  • All Relevant artifacts found.

• RAG Implementation: Answers are generated based on the knowledge base, ensuring reliability.

These updates streamline curation, improve accuracy, and enhance user interaction with semantic search.

Note: All new tenants will be provisioned with Semantic search by default. For existing tenants, get in touch with the Operations team to enable Semantic search. This would require migrating the artifact structure to support semantic search i.e. reprocessing of all the Artifacts available in the Tenant. This is a non-reversible process. Once migrated, cannot be reverted.

Updates to Artifact Curation

Following changes to Artifact Curation are part of this release:

• With migration Semantic Search, Artifact curation is not required. So, Luma does not generate Summary, Metadata and FAQs. Topics are generated automatically to main create topic hierarchy in Knowledge graph.

• FAQs and Key phrases can be manually added by the curator to enhance responses.

• Auto-publish configuration parameter: Since there are no dependency on metadata with Semantic search, artifacts can either be kept in Draft or Automatic Published.

• Template: ‘Ontology Type’ is removed from Template fields for Semantic search.

Note: The changes are applicable for only Semantic search. For Metadata based search, the existing behavior should remain as is.

Dashboard Enhancements

The following changes are available in the feedback metrics and the Dashboard reports:

• Luma Knowledge now accepts feedback for the precise answer. The user feedback (positive or negative) is added to each source artifact.

• Views Count: When Luma VA displays a precise answer, the source artifacts are considered viewed. Views are incremented on all the source articles.

• Ineffective best response: The feedback is also rolled over to the artifacts that are part of the search response.

• Artifact Volume is now renamed to Search Volume and divided into two counts: Returned Artifacts and Returned Answers.

Knowledge Curation from Websites (Utility)

Crawl through the Websites and curate knowledge for each web page.

• Knowledge in Luma Knowledge provides Luma access to all the content on the website, making it easier to find the information that users are looking for.

• Generate precise answers to the questions, eliminating the dependency on QnA Maker service.

• Users will be able to find the information they need more quickly, which can improve their overall experience.

• View Artifact to view the original Knowledge source i.e. Webpage, retaining the parent format.

Knowledge Curation from PDFs

Curate Knowledge for each PDF file

• Generate precise answers to the questions, eliminating the dependency on QnA Maker service.

• View Artifact to view the PDF document, retaining the parent format.

• Artifacts in Luma Knowledge ensures that Users find the information they need more quickly, which improves the overall experience.

Wiki Integration

• Configure Federated sync from the Wiki Pages importing information in Luma Knowledge to curate Articles.

• Automatic Sync to pull latest content from your website.

• Generate precise answers to the questions, eliminating the dependency on QnA Maker service.

• View Article to redirect the user to the original source i.e. the wiki page.

Unification of VA and KM

Catalog Management screens to look similar to Luma VA

Unification of VA and KM.

As part of VA-KM unification, following enahncements are done as part of this release:

• Create-Artifact screen enhancement: Revamp Create Artifact screen to look similar to VSA 

• Knowledge Store and Knowledge Graph screen UI changes

• Vocabulary screen , User Management , TenantConfiguration screen and Templates screen UI revamp 

• Remove the dependency on CSDM to correlate tenants & users.

• Support to Provision KM tenant in given VSA Database

• KM Tenant Deprovisioning when VA tenant is provisioned

• Disable User management in KM in unified Tenant

Improvements in Knowledge Search results

Following enhancements are part of the release:

• Artifact Template fields can now be part of Search Results sent to Luma VA. This enables the Skill developers to implement use cases that display the artifact details as part of conversation flows.

• The Artifact Source Name is now available in Artifact Search Results

DEprecating QnA Maker

• Deprecate Q&A Maker and replace FAQ creation via Azure Question Answering Service

• Web URL Parsing: Replace QnA Marker while creating artifacts using Web URL

• Sharepoint Integration without QnA maker

Curation improvements

• Ability to execute all Artifact Curation processes even if one of the processes fails

• Bulk Retry action on Artifact List screen

• Implement Retry Functionality for Artifact information(Open AI and Non-Open AI)

Default Domain

Default Domain for every tenant

Other enhancements

• Updates on Knowledge Store--> Artifact list

• Artifact Details screen updates

Improvements to Knowledge Curation

Following updates have been done to the Knowledge Curation process:

• Luma Knowledge now supports bulk FAQ creation through sync. As a curator you can now upload bulk FAQs using a document and generate metadata.

• FAQ Similarity check is now a tenant configuration that allows the curator to turn off FAQ similarity check for bulk loads.

Knowledge Search Improvements

Enhancing the Knowledge presented to the end-user, the following additional details are now available in the Search results sent to Luma VA:

• Support for Knowledge Source and Artifact Name in the Knowledge Search results. For Knowledge Articles curated using a template with a 'Source' field, the Knowledge source and Artifact name is sent in the search results. The information can be used by the Virtual Agent to display more information to the end user.

• Parent Article link available in the results when a FAQ is returned as result.

UI Enhancements

The following UI enhancements are part of this release:

• Revamped the KM Dashboard to align with the look and feel of the Luma Bot Builder.

• Consistent curation information for articles curated in the system with or without Generative AI.

• Inline status bar on the Artifact Details screen to show the current curation status. Curator can Edit and Save the Knowledge to retrigger curation if any of the stages fail.

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.

For more information, refer to Configure Generative AI Configurations.

Async Artifact Curation

Knowledge artifacts are now generated asynchronously. Luma Knowledge now executes curation sub-processes such as Summary generation, Metadata creation, and FAQ generation in the background, while the Artifact is available on the Knowledge Store with basic information . Keep track of the curation status on the Artifact details screen. You can restart the sub-processes in case of failures or incorrect information, ensuring a hassle free artifact curation experience.

For more information, refer to Create Artifact using Knowledge Templates.

AI Services Integration

Luma Knowledge is now fully integrated with Luma AI services. Harnessing the power of advanced Prompt engineering, the Generative AI functionalities in Luma Knowledge now uses the AI services. The integration streamlines the metering and management processes for optimal utilization.

Virtual Agent- Luma Knowledge Unification

In 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 worspace 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.

• Revamped the Side Navigation to align with the look and feel of the Luma Bot Builder.

• Schema changes to support VA and KM Unification.

Other Enhancements

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

• Tenant language information is now available in the Tenant Details screen.

• You can now sync artifacts from Sharepoint and create artifacts in Luma knowledge using templates.

• Accessing the the Artifact URL from Luma VA now authenticates the user and allows the user to access the Knowledge Artifacts.

• Luma Knowledge now generates FAQs based on Knowledge content. The system analyzes the content and generates FAQs based on the complexity and length of the content.

Text Similarity Service - DE Dup Artifact FAQs

Luma Knowledge now prevents duplicate FAQs during artifact creation. Using in-built Text similarity NLP service, system can now identify and ignore duplicate FAQs with Text similarity of over 90%.
Note: A tenant-level configuration parameter is added to identify the similarity with default value set to 90%. This is backend .

For more information, refer to Create Artifact

Artifact Curation Improvements

Following updates to Artifact curation process are part of this release:

• Every Domain in Knowledge graph now has a default topic, which is automatically assigned to an artifact under the domain if the identified topic is not available in the Knowledge graph. This ensures new Artifacts are always created with a Topic- eliminating the need to add a topic before publishing the artifact.

• Artifact FAQs are now kept up-to date based on the Knowledge. Luma Knowledge now regenerates FAQs whenever the artifact is updated. The existing FAQs are replaced with valid FAQs based on latest Knowledge content.

For more information, refer to Create artifact.

Knowledge API updates

The following Luma Knowledge APIs are updated as part of this release:

• Enhanced Catalog Search API now enables searching for Catalogs in one of more targeted category paths.

• New API to enable OpenAI and relevant features in Luma Knowledge.

UI Improvements

Following are the UI updates that are part of this release:

• Revamp Knowledge Gap screen to quick and easy Knowledge Gap resolutions

• ‘Generate Access Key’ action is now moved to ‘Tenant Details’ screen from the User profile section

• Events for ‘Precise answer’ are now available in the Search Logs. The troubleshoot logs now correctly depicts how is Knowledge presented to the end-users.

• Knowledge graph view on ‘Knowledge Store’ is changed to File explorer view for quick and easy filter and access of Knowledge Articles

• Catgory graph view on ‘Catelog Store’ is changed to File explorer view for quick and easy filter and access of Catalogs available in the system.

Technical Upgrades

Following are the technical upgrades that are part of this release:

• Upgrade MySQL server to MySQL 8.x

• Service bus Improvements: Avoid temp Queues for Request-Reply Operation

Enhancement to Open AI Integrtaion - Support for Non-English languages

Luma Knowledge now support non-English languages when integrating with Open AI. With localization support, Knowledge curator can add Knowledge using content in any language. Luma can easily interprete user intent and respond in the same language.

New Tenant Details screen

View your tenant details on the new Tenant Details screen. The tenant details screen provides details such as Tenant name, external id that are used to integrate Luma Knowledge with other systems.

Improved APIs

The following updated to Luma Knowledge APIs are part of this release:

• The Knowledge Search API now supports Key Phrase-based search. You can now use Keyphrases in addition to query and metadata to find relevant artifacts.

• New API to record feedback and views on FAQs and Artifacts

Other Enhancements

Other enhancements that are part of this release are:

• New Graphical topic and category representation on Knowledge graph and Catelog graph

• Additional Artifact details such as artifact type, Parent artifact details are now available in the excel download for Artifacts Insights.

• Root folder in Knowledge Graph is now renamed as the tenant name.

Integration with Open AI

Leverage Generative AI (Open AI) technology to enhance following functionality within Luma Knowledge.

• Precise answering: Generate precise answers to user’s query from the existing Knowledge.

• Key Phrase and Key word generation: Automatically generate relevant key phrases and keywords for the Knowledge Articles.

• Summary generation: Automatically summarize a content or an article.

• Question and Answer generation: Generate frequently asked questions and corresponding answers based on the content of artifacts.

• Knowledge gap fulfilment: Resolve identified Knowledge Gaps by generating content for the unanswered user queries.

For more information, refer to Integrating Advanced Language Models.

Note: Open AI integration is currently available only for English tenants. To enable Open AI for your tenant, please contact Serviceaide Support Team.

Improved Artifact creation

Enhanced Artifact Creation process. Luma Knowledge now uses Open AI to automatically generate Summary, QnA pairs, Key phrases and Keywords for an Artifact. With Generative AI, system can generate suitable metadata and summary, reducing the time and effort required to review/manage artifacts.
For more information, refer to Create Artifacts using Templates.

Note: To leverage the feature, Open AI/ Language Model should be enabled for your tenant.

Enhanced Knowledge Search with Precise Answers

Get precise answers specific to the question instead of going through the Artifacts. Using Open AI, Luma Knowledge can now interpret user’s request and generate exact answers for user requests. This allows users to access the information quickly. With precise answers, the end-user can view knowledge without the need to go through the whole article.
For more information, refer to Knowledge Search.

Note: To leverage the feature, Open AI/ Language Model should be enabled for your tenant.

Search History

Knowledge Curators and Administrators can now view Search History in Luma Knowledge. The new screen enables curators to revisit search queries and review the corresponding search results. This helps in analyzing the effectiveness and relevance of the search results over time.
For more information, refer to Search History.

Export Artifact Report

Generate a Artifact details report. Curators and Administrators can export the details of Articles in Knowledge Store to a CSV file.
For more information, refer to Knowledge Store | Export Artifact Report

New Tenant Configurations

Following Tenant- level configurations are added as part of the release:

1. Enables Open AI: Activate Open AI for your tenant to leverage advanced language models to manage your knowledge base and conduct more efficient searches effectively.

2. Enable open AI Features: Enable the required Open AI functionalities for your tenant. Ensure that Open AI is already enabled for your tenant.

For more information, refer to Tenant Configurations.

Other Enhancements

Following are the other changes done as part of this release:

• Revamped Artifact Details screen.
  
  

Service Catalogs in Luma Knowledge

You can now sync your access Service Catalogs in your ITSM system through Luma Knowledge. Import your existing Service Catalogs and enable end-users to search for the service catalog. New module 'Catalog Management' in Luma Knowledge allows the Administrator to manage the service catalogs used in their organization. You can also create new catalogs and categorize them. In addition to being searchable through the Knowledge Search Widget, the Catalogs are now available through Luma Virtual Agent.

Similar to Knowledge Articles, the catalogs are available in Catalog Store and Catalog Graph.

For more information, refer to Catalog Management

Explore Catalogs

You can now explore the Catalogs available in Luma Knowledge using the Explore tab on the Search Widget. It enables the end-users to explore the Catalog Graph and view available catalogs. You can browse through the categories and locate the required Catalog.

Catalog KPIs on Dashboard

You can monitor Service Catalog usage (through Luma VA) on Luma Knowledge Dashboard. The Catalog KPIs on the Dashboard provide a view on Total Catalog search request, Catalogs returned as results and Tickets created using the catalog (via Luma VA)

For more information, refer to Luma Knowledge Dashboard.

Enhanced Navigation

The left navigation on Luma Knowledge admin portal is now enhanced for better categorization of modules. Following are the changes:

1. New module 'Catalog Management' is available to allow administrator to mange their Service Catalogs

2. Knowledge related screens like ‘Knowledge Graph’, ‘Knowledge Store’, ‘Semantic analysis’, ‘Templates’ are now available under module 'Knowledge Management'.

3. ‘Import status’ and ‘Vocabulary’ are now part of ‘Tenant’ section

Tenant configuration parameters

New configuration parameter ‘Minimum Catalogs for guided result’ is available under Configuration → Search. The parameter helps Luma disabmiguate the results and determines when user should be guided to locate the service catalog. If the search results in more catalogs than the defined number, user is presented with a guided navigation to browse through the categories and view the most relevant catelog.

Out-of-the-box Catalog Federated Sync

Luma Knowledge enables the administrators to sync their Service Catalogs from their ITSM systems to Luma Knowledge. The Federated syncs with Change Gear, PoB and ISM are available out-of-the-box. The configuration should be updated to connect to your environment.

For more details, you may get in touch with Serviceaide Support Team.

Create Catalogs

In addition to importing catalogs via sync, you can also create the catalogs in Luma Knowledge. System provides the following ways to create catalogs in Luma Knowledge:

• Manual Catalog creation: You can use the ‘Create Catalog’ screen to manually fill the catalog template and create the catalogs.

• Import Catalog using Excel: You can now create multiple Catalogs with a single upload using 'Catalog Import'. Luma Knowledge also supports bulk catalog import using an Excel sheet. Build your excel columns based on the catalog template and add the catalogs as rows in the sheet. Catalog Import in Luma Knowledge creates a catalog for each row and builds the Category Heirarchy based on the information provided.

For more information, refer to Create Catalog.

Technical improvements

Technical updates to Luma Knowledge to improve the overall Knowledge search performance through Luma Virtual Agent.

Search Improvements

Support for trilateral approach to Knowledge Search. Luma Knowledge now uses three unique search algorithms in parallel to find better information, improving Findability and reducing false negatives. Luma now uses Keywords and Metadata to search for relevant information. The results are enhanced with a full text search to ensure that the user is always presented with relevant information, even if the metadata is not set properly.

Improved Artifact Curation Process

The following are the improvements to the Artifact Curation process:

1. Support for Automatic vocabulary generation. Luma Knowledge can now automatically generate vocabulary for a Knowledge Article, without the need for the manual vocabulary creation. Using the globally recognized vocabulary, Luma Knowledge can automatically generates the vocabulary for the metadata identified at the time of an artifact curation.

2. Support for attaching images during Artifact Curation or Edit. You can now upload an image or use an image URL to add images to your artifact. While exporting the artifact, the images are also exported along with the Artifact content.

For more details, please refer to Create Artifact using Templates.

Error Handling

The technical errors during Artifact creation through Knowledge template are now handled properly to show valid and readable error messages.

Additional Information on Dashboard

Luma Knowledge Dashboard now provides additional information for Retrieval Accuracy indicator. In addition to the calculated Observed accuracy, you can now view the Total User Requests and Total Artifact views for your tenant. The details are used to calculate the Retrieval Accuracy.

Search Improvements

Enhanced ontology generation to improve Knowledge Search. The Metedata generation process in Luma Knowledge can now manage Compound nouns, Adjectives, Pronouns and Abbreviation effectively. This ensures that system understands the user search better and finds relevant artifacts.

For more information, refer to Knowledge Search.

Support for Webhooks

Luma Knowledge now supports Webhook configuration. Webhooks are user-defined HTTP callbacks. These facilitate integration with different applications or third-party APIs and are triggered by some event in the application. You can define the data mapping between the source and target system to perform an integration to sync pair mapping.

For more information, refer to Federated Data Synchronization Service.

Updated Search API

Luma Knowledge now identifies and captures the source channel information when searching the knowledge through Search API. This ensures that the Knowledge Dashboard metric shows the correct Channel information.

For more information, refer to Searching Artifact using API.

Bulk Artifact Import using Knowledge Templates

You can now create multiple Artifacts with a single upload using Knowledge Templates. Luma Knowledge now supports Bulk Artifact import using an Excel sheet. Build your excel columns based on the Knowledge Template and add the artifacts as rows in the sheet. Artifact Import in Luma Knowledge creates an Artifact for each row.

For more information, refer to Bulk Artifact Upload.

Improvements on User Profile

Following are the improvements on User Profile section:

• Tenant administrators can now reset their password from User profile section. A Reset password link is sent to the registered email address, that can be used to reset account password.

• You can now regenerate Access Key and Access Token from the Profile section. The Keys can be used to access Luma Knowledge KPI and Webhooks for data update and data sync.

For more information refer to Manage Users | View-User-Profile.

Updated Export on Luma Knowledge Dashboard

Following are the updates on Luma Knowledge Dashboard:

• KPI information on Knowledge Dashboard is now exported in XLSX format instead of CSV. The excel format avoids various format issues with different locale in CSV .

• You can now export data for Volume related metrics into a XLSX file. Click on the download button on 'Volume' metric to export the detailed data on User Queries, Artifacts Returned as results and Artifacts Viewed for the selected time period.

• You can now export data for User Request Insights metrics into a XLSX file. Click on the download button on 'User Request Insight' section and export the detailed information on Hotspots, User Feedback, Obsolete Artifacts and Knowledge Gaps for the selected time period.

For more information, refer to Luma Knowledge Dashboard.

Improved Vocabulary generation

Luma Knowledge now generates synonyms automatically whenever metadata is added to the Artifact. The auto-generated synonyms are merged with the existing vocabulary and used for Knowledge search. As a tenant administrator, you can enable the tenant to auto create synonyms.

For more information, refer to Vocabulary.

Additional searches on Knowledge Graph

Search for Artifacts in Knowledge Graph based on metadata. Luma Knowledge now provides additional filters on Knowledge Graph. You can now search for artifacts based on Subjects, Actions and Motivations.

For more information, refer to Knowledge Graph.

Updates on Knowledge Store

Following are the updates on Knowledge Store:

• View information on Artifact usage and efficacy on Artifact details screen. Tenant Administrators and Curators can now view the Total number of Views, Positive and Negative feedback received for the specific artifact on the Artifact preview and Artifact details screen.

• You can now bypass metadata regeneration when Artifact Title or Summary are updated.

For more information, refer to Knowledge Store.

Other enhancements

Following are the other improvements done as part of this release:

• Configurations used to calculate recommendations in ‘User Request Insight’ section are now managed at the Database level. The job to calculate the recommendations for the tenant can also be turned off .

• Luma Knowledge now provides Health Check url that can be used to run a Health checkup on the Luma Knowledge application.

• You can now Archive historical executions for your Federated Service → Synchronized Jobs. Luma Knowledge now allows the Super Administrators to archive and remove the old executions from the logs. The Clean up job on ‘Manage Scheduled Jobs’ tab can be scheduled to manage the historical trigger information.

• For Knowledge Template, a ‘redirect link’ field is now automatically set to Textbox. This ensures that the URL added to the field redirects to the correct webpage.

Improved Confidence Score calculation

Luma Knowledge now supports dynamic confidence score allocation. Confidence score is now calculated based the ontology generated from the user’s search phrase. While calculating confidence score for relevant Artifacts, system now allocates confidence weightage only to the metadata identified from the user’s query. This improves search results and ensures that user always finds relevant artifacts even if query is ambiguous or do not generate all the type of metadata.

As an administrator, you can enable the dynamic confidence score allocation using the tenant config parameter 'Confidence score weightage calculation'.

For more information, refer to Tenant Configurations.

QnA pair generation

The FAQ generation process is now optional. You can use the configuration parameter 'Enable Artifact QnA Generation' to disable the QnA Service for your tenant and process all your Knowledge documents using your organization-specific templates.

For more details, refer to Tenant Configurations

Note: Once QnA Service is disabled, Create Artifact → Documents option ( Artifact creation by uploading a document) is also disabled.

Enhanced Search API

Improved Luma Knowledge Search API to enable Knowledge search using Artifact ID and keywords. You can now integrate with Luma Knowledge and use the user’s query, Artifact ID or specific metadata or keywords to find relevant Artifacts.

For more details, refer to Search API.

Enhanced KPI Dashboard

Following are the updated on the Luma Knowledge Dashboard:

1. Additional KPIs for to represent Total Artifact Returned, Not Helpful (Negative feedback) received and AQI during the reported period.

2. To improve readability, the following KPI metrics are renamed:

   1. Solved → Helpful

   2. Assessibility → Findability

   3. Availability → Positivity Rate

3. Updated Tooltips with metric definition and help text.

For more information, refer to Luma Knowledge Dashboard

Improvement to FAQ Artifact

Luma Knowledge now supports multiple questions for a FAQ. You can now add multiple questions for an answer through xls import. Add the additional Columns such as Question, Question1, Question2 etc, as required.

Note: Luma Knowledge uses each question to generate the main metadata for the QnA Pair. However, in Artifact only the question in Column 'Question' is displayed.

For more information, refer to Create Artifact using a Document or Web URL

Improvements to Vocabulary

The Vocabulary in Luma Knowledge now enables curators to add multiple Similar terms for a single Term. To improve readability, all the similar terms can be viewed in a single row. You can add or remove one or more Similar terms for an existing Term.

For more information, refer to Vocabulary

Other Enhancements

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

1. Luma Knowledge now fetches execution logs on demand. To avoid delays in loading Federated service sync logs, Luma Knowledge now fetches the execution logs only for the selected sync, based on the execution id.

2. All log4j libraries are upgraded to the latest version to mitigate Log4j vulnerability.

3. The Serviceaide logo is now hidden when viewing an Artifact in the Luma Web Widget.

4. You can now delete one or more artifacts in Luma Knowledge using API. Provide a list of artifacts IDs (comma separated list) and delete the artifacts from the system irrespective the state of artifact.

Export functionality on Luma Knowledge Dashboard

You can now Export Positive Feedback information into a CSV file. On the Luma Knowledge Dashboard, click on the download button on 'Result Summary' metric to export the details of artifacts with positive feedback into a CSV file.

Improvement to FAQ Artifact

Luma Knowledge now supports multiple questions for a FAQ. You can now add multiple questions for each Answer in an artifact through xls import. Each question added for the answer is used to generate the main metadata for the FAQ.

Export Knowledge Dashboard

You can now export the KPI information available on Knowledge Dashboard to a CSV file.

Improvements in Federated Sync Log

Following improvements in Federated service are part of this release:

• On Sync configuration, logging level is now set to ‘Error’ by default.

• Sync Execution logs are now truncated appropriately and logged in file system logs

Improvements in Ontology generation process

Ontology generation process during Artifact Curation is updated to disregard the unnecessary metadata. The process will now ignore the following information as metadata:

• Numbers

• Dates

• Combination of numbers and Special characters

New Tenant-level Configuration parameters

New Tenant-level configuration parameters are now available in Luma Knowledge. The parameters provide the ability to exclude artifacts with Low and Moderate confidence levels from the search results. Following are the new parameters:

Exclude Articles with Low confidence from search results: The parameter indicates that the Artifacts with Low Confidence score/level should be excluded from the search results. Only the Artifacts with High and Medium confidence levels should be displayed to the end-user.
Exclude Articles with Moderate confidence from search results: The parameter indicates that the Artifacts with Low and Medium Confidence level/score should be excluded from the search results. Only the Artifacts with High confidence level should be displayed to the end-user.

For more information, refer to Tenant Configurations.

Other Enhancements

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

1. Technical improvements on Knowledge Store to resolve the intermittent data load issues.

2. Content Alignment issues when viewing Knowledge Artifacts inside the Web Widget are now fixed.

New Federated Service inetgration

Luma Knowledge now support integration with Change Gear and POB. You can now configure Federated Service integrations with your Change Gear and POB environments.

Improvements in Federated Service

Federated Service integrations now support subroutines to call APIs using the Functions to handle multiple API calls to retrieve knowledge document and their contents

Role-based Authorizarion

Role-based control on Artifact curation UI is now implemented. Only users with Administration role can access and manage Users list, Groups List and Tenant configurations.

Improved Confidence Score calculation

Confidence score calculation for Knowledge Search through Luma Virtual Agent is now improved. Luma Knowledge now allocates additional confidence score with more Subject matches. The following are the updates:

• When 2 subjects between the Query string and Artifact match, then the subject weight will get increased by 10%. The increased score is reduced from Action. In such case, the weightage to each metadata item becomes: Topic-40, Path-35, Subject-33, Action-22, Motivation-5.

• When 3 subjects between the Query string and Artifact match, then the subject weight will get increased by 20%. The increased score is reduced from Action. In such case, the weightage to each metadata item becomes: Topic-40, Path-35, Subject-36, Action-19, Motivation-5.

Technical Updates

Neo4j and Spring components in Luma Knowledge are upgraded to the latest versions. Related scripts and and components are now updated to accommodate the version updates.

Export and Import

You can now migrate your tested Knowledge Content, and Federarted Services from your Staging environment to Production environment, without the need to recreate the content. A new service is now available that can be used to Export and Import the following content and the related entities from one Luma Knowledge environment to another:

• Artifacts

• Federated Services

Note: This is a backend utility and available to the Operations/Support team. You may get in touch with the Luma Knowledge Support team to request export and import of your content.

Knowledge Search Debug logs API

Luma Administrators can now view detailed logs on the Knowledge Searches performed through Luma Virtual Agent. A new API is now available that provides Luma VA with real time information for the Knowledge searches with information such as Metadata generated and matched, Identified Artifacts, Filters applied, Confidence score etc. The debug logs are available in Luma Conversation History and enable the Administrator to understand how the request is processed in Luma Knowledge and improve Knowledge availability.

For more information, refer to Luma Virtual Agent → Conversation History.

Knowledge Store: Redirect to Original Artifact

View the original Article from the Knowledge Artifact in your Knowledge Store. You can now use the ‘Redirect’ field in Knowledge Template to add redirection URL of the original Article or ticket that is used to create Artifact in Luma Knowledge. When the artifact is accessed through Luma Virtual Agent, the original Article opens in a new browser window.

For more information, refer to Configure Template.

Configure Knowledge Templates

You can now configure organization-specific template in Luma Knowledge to enable Curators to upload documents and create Artifact. With the new ‘Template’ UI, you can create Templates with customized Artifact fields and type of information that can be held in each field. This enables system to create readable Artifacts from already available Knowledge in your organization.

 For more information refer, Configure Knowledge Template

Improvements in Knowledge Graph

Following improvements are part of the release:

• You can now create multiple topic nodes with same name under a domain. The topics with duplicate names can be created under different levels and parent topic.

• You can now update the Domain and Topic node names in Knowledge Graph. The updated name is also reflected in the associated Artifacts.

 For more information, refer Knowledge Graph.

Knowledge Search Improvement

New updates in Knowledge search to present the most relevant Artifacts to the end-user. Luma Knowledge now uses the Topic identified from the search query to find Artifacts with matching Topic and Subject metadata.

For more information, refer Knowledge Search.

Artifact Ontology

Following are improvements to Ontology generation process:

• In addition to the Summary field, Luma Knowledge now uses Artifact name to extract Ontology. On updating artifact name, ontology is regenerated.

• System now generates cleaner metadata that is more readable and meaningful. Phrases with only a single character/number or special character are ignored and not added to the Artifact Ontology.

For more information, refer Semantic Analysis.

New Tenant Configuration Parameters

New Tenant Configuration parameters are now available for improved Document Bulk Import process.

For more information refer, Tenant Configuration.

Manage Artifact View Permissions

Set View Permission for your Artifacts in Luma Knowledge. You can now create User Groups to allow and restrict access to Knowledge Artifacts. The End-users can only view the artifacts with view permissions in the search result.

For more information, refer to Manage Permission.

Enhancements in Artifact Curation

Following enhancements done as part of the release:

• Restructured ‘Create Artifact’ workspace to improve usability. Manual and Document Import Artifact creation is now divided in separate sections.

• Hint Messages for sections and input fields.

• Luma Knowledge now supports xlsx, pdf document with template to create Knowledge Artifact.

For more information, refer to Create an Artifact.

Enhanced Artifact Creation using Knowledge Templates

Luma Knowledge can now validate the uploaded documents based on the Knowledge Templates available in the system. The Knowledge template selected at document upload is used to validate the document, create Knowledge Artifact and generate metadata.

For more information, refer to Create Artifact using Knowledge Templates

Other Enchancement

Following are other enhancements done as part of the release:

• Luma Knowledge now supports the Chinese language.

• All Dates in Luma Knowledge are now consistent and follow the same format.

• 'Help section’ is now available in the left hand navigation to redirect the user to Product documentation.

Knowledge Search and Ontology Improvements

New Improvements in Ontology generation and Knowledge Search are part of the release. Luma Knowledge can now identify more metadata from Artifact Summary and User queries. This improves artifact searchability and reduces the manual effort required to update Artifact metadata.

Knowledge Templates for Artifact Curation

Luma Knowledge now accepts your organization-specific Knowledge templates to create artifacts. 'Documents with template' option on Create Artifact page allows you to import one or more documents with predefined template and create Artifacts.

Note: Knowledge Template creation will be available in future releases. Currently, template must be created from backend. You may contact support team for more informtion.

For more information, refer to Create Artifact using Knowledge Templates.

Knowledge Store Improvements

Following are the enhancements on Knowledge Store:

1. You can now update Topic for your Artifact in Knowledge Store, eliminating the need to navigate to Knowledge Graph. The new process allows you to select an existing Topic or create a new topic for your Artifact in Ontology Metadata section.

2. You can now quickly navigate from Artifact details to Knowledge Graph to view the Artifact and its Topic Hierarchy.

3. New navigation buttons on Knowledge Store to enable full Grid or Graph view for the Curator.

For more information, refer to Knowledge Store

Knowledge Graph Improvments

You can now easily navigate to QnA details from Knowledge Graph. Open a QnA pair in Artifact quick view and click on Artifact id to view QnA pair and related ontology on the Parent Artifact’s details screen in Knowledge Store.

For more information, refer to Knowledge Graph.

Other Enhancements

Following are other enhancements done as part of the release:

1. ‘Generate QnAs’ option is removed from Create Artifact. You can use ‘Documents with Template’ option to process documents without generating QnA pairs.

2. Every link across Luma Knowledge now supports the standard browser right-click actions such as "Open Link in New Tab", "Open Link in New Window".

Knowledge Graph

An improved user interface for Knowledge Graph is now available. The new Graph provides a better view of the Artifact hierarchy, easier navigation and more child node details.

For more information, refer to Knowledge Graph.

Knowledge Store updates

Following are the enhancements on Knowledge Store:

• You can now view the graphical representation of the artifact hierarchy on Knowledge Store along with the Artifact list. The graph can be used to navigate through topics and filter the Artifacts.

• On deleting a Topic or Domain from the Knowledge Graph, related Vocabulary is also removed.

• You can now filter the Artifacts using Created by and Modified by columns on Knowledge Store.

For more information, refer to Knowledge Store.

Create Artifact

Following are updates in Artifact creation process:

• Default Artifact Publishing Mode for your Tenant can now be defined. This determines if the Artifacts can be Published automatically, with or without mandatory metadata i.e. Topic, Subjects and Actions.

• You can configure the file size limit for the supported document types for Artifact creation.

• While Creating artifact, you can now opt to bypass QnA pairs generation. This ensures that the Artifacts that do not require QnA pairs, are promptly available to the end-users.

• Luma Knowledge now retains the text formatting from the original source document or WebURL.

For more information, refer to Create Artifact and Tenant Configurations

Other Enhancements

Other Enhancements implemented as part of the release are:

• Luma Knowledge now supports German, Danish and Norwegian languages.

• Luma Knowledge can now identify and create Artifact Topic while importing data from target system using the Federated service.

• Restrict end-user (SSU) from logging in to the Luma Knowledge Curation application.

• Content fields in the application now support the Rich-Text editor.

• Image support in an Artifact. You can now add an image in a document or use a Web URL with images to create an Artifact.

Knowledge Store Enhancements

Following are the updates on Knowledge Store:

• A new Grid or List Artifact view is now available.

• You can create and save Filters to filter on Artifacts available in Knowledge Store.

• Artifact edit lock: An Artifact cannot be edited by multiple curators simultaneously. Once an Artifact is checked out for edit, Artifact is locked and is unavailable for other curators for updates.

• You can now reset Feedback and Recommendations for an Artifact after editing it.

• System can now create minor and major versions of the artifacts. You can view the history of the changes made to the artifact and restore an older version.

For more information, refer to Knowledge Store.

Knowledge Search

A new option to view Current version of an artifact is now available in Knowledge Search Widget. A Curator can choose to view the Published version or the Current (checked out) version of the artifacts, while searching for artifacts.
For more information, refer to Knowledge Search

Federated Service

Sharepoint Integrations is now available as Out-of-the-box Sync setup in the DataSync Utility.

Other Enhancements

Other Enhancements implemented as part of the release are:

• You can now select Tenant Language for your Tenant. Artifacts curation and NLP Services are now done in the Tenant language.

• Tenant language is now set as User’s language by default. The user’s language determines the language for NLP services for QnA and metadata generation, Knowledge Graph and Knowledge Search.

Knowledge Store

Knowledge Store has been updated with the following features:

• Curator can now edit the source document for an Artifact with Source Type Document.

• The Artifact can only be edited in Draft status .

• Artifact name can be edited

• New QnA pairs can be added to the Artifact

• When an existing artifact is updated and added to the parsing queue, it can be accessed in read-only mode.

• Updating question or answer text in QnA

• Generation of Metadata for QnA and appears in Q&A Pair List

• Improvised QnA pairs

• ISM and KM integration for Suggested solution

• Update search-widget to integrate in 3rd party websites with a client token

• Update Artifact summary without metadata review

• Bulk update of an artifact using Import API

For more information refer to Knowledge Store

Integration with ISM

Luma Knowledge provides an embeddable Search Widget that can integrate with Intelligent Service Management (ISM), Serviceaide’s ITSM product. This allows ISM users to use the widget and Search Knowledge available within the organization to resolve their IT related issues

For more information refer to Integration with Intelligent Management System

Federated Service

Federated Data Synchronization Service is a centralized service that facilitates the synchronization of data between two systems. In Luma Knowledge, the Data Sync Service is used to exchange information with supported third-party applications such as ISM, Luma Virtual Agent, Servicenow. Data synchronization can be configured between applications that support HTTP REST protocol.

For more information refer to Federated Data Synchronization Service

Explore Knowledge

You can now explore the Artifacts available in Luma Knowledge using the Explore tab on the Knowledge Search. The new tab enables the end-users to explore the Knowledge Graph and view available Artifacts. You can now browse through the Domains and topics available in the system to locate the required Knowledge Artifact.

For more information refer to Knowledge Search

Knowledge Graph

Following are the enhancements on Knowledge Graph:

• You can now add details for Domains and Topics available in the Knowledge graph using Description field. New description field has been added and is available while creating or editing a Domin or Topic node. The description can also be viewed by hovering over the node in the knowledge graph and in the Domain/Topic tile on Explore Knowledge tab.

• Relating a topic to two or more different domains is not allowed. However, the topic nodes with same name can be created under different domains.

For more information refer to Knowledge Graph 

User administration

Following are the enhancements done under User Administration:

• Luma Knowledge can now govern access and permissions on various workspaces in the system based on user’s roles. You must now assign a role to each user in the system and manage the features and tasks that the user can perform. For more information, refer to User Administration

• The logged-in user can now view the basic details of their account in User Profile section and manage their account password using Change Password feature.

Luma KMS integration

Luma Knowledge can now integrate with Luma Virtual Agent (Luma VA) to deliver Knowledge Artifacts. End-Users can now access Artifacts and provide feedback on Artifact content through Luma VA. Artifacts can now be accessed through direct URLs.

UI consolidation for Create Artifact

The Artifact curation forms using Document or Web URL or predefined templates are now reformatted andcondensed into a single page.

For more information, refer to Create an Artifact.

Knowledge Store

Following are the enhancements in Knowledge Store workspace:

• In Artifact metdata section, 'Topics' only the topics to which the artifact is linked to in the Knowledge graph. The other topics that are identified by the ontology generator and are not present in the Knowledge graph, are moved to Identified terms.

• An Artifact cannot be Published with incomplete metadata. Every Artifact must have Topics, Subjects and Actions metadata. An error indicator now appears to notify Curator of the missing information.

• As a curator, you can now delete a Retired artifact that is no longer needed.

For more information, refer to Knowledge Store.

Tenant Configuration

As an Administrator, you can now modify Tenant-level configurations to manage Feedback information, Artifact Curation, Search, KPI Dashboard and Scheduler setup for your tenant.

For more information, refer to Tenant Configuration.

Search Widget

In case too many results are found for a user enquiry, Luma Knowledge now present the end user with allowed number of artifacts instead of no results.

For more information refer to Knowledge Search.

Multimedia support

Luma Knowledge now supports Multimedia content. You can now create artifacts using accessible multimedia URLs and documents with multimedia content. The Video or Audio will be rendered or played in the search widget. Luma Knowledge API is also available to support multimedia content streaming.

KMS is now
'Luma Knowledge'

KMS application has been branded as 'Luma Knowledge '

Other Enhancements

• Sorting
  Sorting user insight grids on selective columns to rearrange data as per the need. For example in Hot Spots Insight grid data can be sorted on Domain, Type, Title,  Total requests, ROI  

• Missing metadata alert for artifacts
  An alert icon is shown in the artifact in case the mandatory metadata (Topic, Action, Subject) is missing so that Curator can correct. The curator should not be allowed to publish a standalone artifact that has the alert and should publish the artifact if only the mandatory metadata is present.

• Ignore Knowledge gaps with no metadata
  User queries that do not generate meta-data will not be considered to derive Knowledge gaps

Create Artifact from Web URLs and Documents

As a Curator / Administrator, you can create an Artifact using a document or a Web URL.  Luma Knowledge imports the information available on the provided sources and uses the information to generate a Knowledge base in the system.

 For more information refer Create Artifact using document or Web URL.

Create Artifacts from Predefined templates 

Luma Knowledge provides predefined Templates that can be used by a Curator to generate Artifacts. Using these Templates, Curator can manually create Knowledge Artifacts by adding information content and generating Ontology to extract metadata. 

For more information refer Create Artifact using Templates.  

Knowledge Graph

The knowledge graph is the visual representation of the topic and artifact entities available in  Luma Knowledge and the directional relationship between these entities. The graph provides the ability to search and navigate through the graphical view of connected artifacts, a visually navigable ontology. 

For more information refer Knowledge Graph. 

Semantic Analysis

Semantic Analysis is the process of understanding the implied or actual meaning of content in an Artifact.  Luma Knowledge generates Knowledge Ontology for an artifact during Semantic Analysis. The analysis aims at creating FAQs and identifying metadata for the artifacts curated in the system.

 For more information refer  Semantic Analysis.

Knowledge Store

Knowledge Store is the collection of Artifacts available in  Luma Knowledge. Every Artifact, created manually or using the predefined Templates, is listed in the Knowledge Store. Once the Semantic Analysis is successfully run on the Artifact and Ontology is generated, the Artifact starts appearing in the Knowledge Store.

For more information refer  Knowledge Store.

Manage and Publish artifact

As a Curator, you can review, update, and publish the Knowledge available in the system. As a Curator, you can add new QnA pairs and Metadata to an Artifact to keep system up to date, improved, and is accessible to users. Once the contents of the Artifact are reviewed, you can  Publish artifact to make it available for End Users.

For more information refer Edit and Publish Artifact section in Knowledge Store.

Search Widget

Luma Knowledge enables end-users to search for Knowledge available in the system by Title, Topic, or by simple phrases using Search Widget. This is a search engine that provides meta-data based knowledge search.

For more information refer  Knowledge Search.

Luma Knowledge DashBoard

The Dashboard provides Key Performance Metrics in terms of Artifacts Usage, Money, and the value that brings to the organization. It enables a System Administrator to view the key metrics related to Artifacts retrieval, User Request Insights, and Channel performance in Luma Knowledge.

For more information refer  Luma Knowledge Dashboard

User administration

User Management Module in Luma Knowledge enables Administrators to create Users, View and Search Users.

For more information refer to User Management 

Retire artifact

Based on feedback from End Users and accessibility of an Artifact, Curator can retire an Artifact that is no longer required in the system. When an Artifact is Retired, related FAQs are also retired. However, the Artifact and FAQs continue to appear in Search Results. 

For more information refer to Retire an Artifact section in Knowledge Store.

Delete artifact

A curator can delete the Artifact from the system if an Artifact contains incorrect details or causes ambiguity. Artifact Deletion is an irreversible process. Once deleted, the Artifact cannot be retrieved.

For more information refer Delete  an Artifact section in Knowledge Store

Explicit and Implicit Feedback

A key feature in Luma Knowledge is the continuous Artifact improvement process which is achieved through User’s Feedback. Feedback is obtained directly from End-users on the Artifacts presented as Search Results or inferred from the user’s interaction with System. The information gathered is used to derive the effectiveness and usefulness of the content available in the system.

For more information refer  Knowledge Search.