Introduction to Luma Knowledge

Owned by sneha.tripathi
Aug 31, 2021
4 min read

Serviceaide’s Luma Knowledge is an AI-based knowledge-centered, self-learning system that optimizes the creation, access, and reuse of Knowledge to meet the day-to-day information needs. It is a knowledge repository that allows you to store and retrieve knowledge, improve collaboration, and use knowledge. It organizes information from documentation, media files, Web URLs, etc., into easily accessible Knowledge Artifacts and Question-Answer pairs. It is enabled with a framework that interprets user queries and guides you to retrieve the most suitable content from the Artifact.

Luma Knowledge with AI capabilities bridges the gap between the data and the end-user. It uses the latest technologies such as Semantic Search, Natural Language Processing to make Knowledge Discovery and Sharing easier for end-users.

Following are the key highlights of Luma Knowledge:

  1. Knowledge Building- Luma Knowledge enables an organization to begin its Knowledge Management journey by creating Knowledge Repository from scratch. Authors can create Knowledge by uploading existing documents, media files such as videos, images, WebUrls or manually using pre-defined Templates. For more information refer to, Create an Artifact.
    Luma Knowledge can also integrate with existing Knowledge repositories. Luma Knowledge’s Federated Service can sync with 3rd party systems and allow end-users to search and use existing knowledge in the organization. For more information refer to Federated Data Synchronization Service.

  2. Automated FAQ generation:
    Luma Knowledge can break large Knowledge Articles into smaller and logical pieces that make finding suitable information easy. Automated FAQs (Question-Answer pairs) create a natural conversational layer over the Artifacts. It is used to find the most appropriate answer for any input from your custom knowledge base (KB) of information.

  3. Metadata search:
    In contrast to the full-text search, Luma Knowledge provides a metadata-based search that enables the system to understand the user’s intent and find the most suitable information for the user.
    Luma Knowledge generates metadata for every piece of Knowledge available in the system. Powered by AI capabilities, Luma Knowledge can interpret the user search query and based on the metadata, present the user with the most relevant information from the available Knowledge artifacts repository, instead of the hundreds of responses with matching information.

  4. Graphical representation of Knowledge
    Another highlight of Luma Knowledge is its interactive Knowledge Graph. It is the graphical representation of Knowledge Artifacts available in the system. Here you can manage the link between Domain, Topics, and Knowledge Articles Knowledge Authors and Reviewers can easily navigate through the graph and build Knowledge Hierarchy. Metadata in nodes and relationships in links allows fast browsing and access to Artifacts. it is important to ensure that Artifact is linked to the correct hierarchy in Knowledge Graph so that it appears in appropriate user search results. For more information refer to Knowledge Graph.

  5. Integration with Luma Virtual Agent
    Luma Knowledge can easily integrate with Luma Virtual Agent (Luma VA) to provide single-point access to the information along with the predefined services in Luma. It allows the Virtual Agent to access the information already available in the organization without the need to create skills in the Luma Bot Builder application and helps the organization capitalize on the existing information. Using Artificial Intelligence, Luma Virtual Agent can differentiate in user needs and deliver Knowledge and Services that best fit the request. For more information refer to Integration with Luma Knowledge.

  6. Guided Search
    Luma Knowledge is enabled with a framework to guide users through a series of questions or topics to identify the most suitable Knowledge Artifact. It can understand the user’s intent and intelligently generate dynamic ‘Guided Conversation’ based on the available Knowledge to help the end-user find relevant information. For more information, refer to Knowledge Search.

  7. Compatible with ITSM systems
    Luma Knowledge provides an embeddable Search Widget that can integrate with ITSM systems such as Intelligent Service Management (ISM). This allows end-users to search for existing information to resolve their IT-related issues, without the need to contact Support Agents. The Support Analysts can also search through the existing Knowledge Base and use the existing SOPs, Articles, Documents, Videos, and other Knowledge artifacts to efficiently resolve user queries. For more information, refer to Integration with Intelligent Management System

  8. Advanced KPIs to measure performance
    Luma Knowledge provides an advanced KPI Dashboard that provides insights on Knowledge Usage and the monetary value that Knowledge Management 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. The dashboard empowers the Management and Curators with real-time data on the system performance and effectiveness. For more information, refer to Luma Knowledge Dashboard.

  9. Knowledge Improvement based on Feedback
    Luma Knowledge advocates continuous Knowledge Improvement. The system is enabled to collect and analyze direct and indirect Feedback. The information gathered is used to derive the effectiveness and usefulness of the Knowledge available in the system. Authors can use the information to identify any Knowledge Gaps, irrelevant information, or discrepancies in the available Knowledge Hierarchy. For more information, refer to Feedback in Luma Knowledge.