Searching Knowledge in Luma

Knowledge search in Luma is available through Luma-supported Channels and the Luma Search Widget. Luma-supported Channels such as WhatsApp, Teams, the Luma Web widget, Luma Mobile app offer an intuitive platform where end users can easily access and retrieve relevant information. For curators, who are responsible for managing and organizing content, the Luma Search Widget offers a test tool to streamline the curation process. Exclusive to curators, this widget allows the curator to test the curation and verify the user experience.

By integrating these two powerful tools, Luma delivers a comprehensive knowledge search solution that caters to the unique needs of both end users and curators, enhancing the overall productivity and effectiveness of information retrieval.

To search an Artifact, follow the below steps:

The search uses the configured search mechanism for the tenant and displays the results accordingly.

Click on the Knowledge Search in Luma Knowledge or open Luma in the Luma-supported channel.
On the Search tab, type the phrase or query in the search box and press Enter. In the Luma-supported channel, type in the message bar.
For example: “How to apply for Credit Card”, “SLA”, “How to setup a network file system?”, etc.

A curator can search for Published or Latest versions of artifacts.
1. Select Published to search and view the last Published version of Artifacts.
2. Select Latest to search and view the latest version of the Artifacts. The latest version of an artifact may not be the same as the Published version. When a Published Artifact is checked out by a curator for editing, the latest version refers to the checked-out version and not the last published version.
3. An End-user can only view the Published version of the artifact. A Curator can view the latest artifact (based on the tenant configuration).
Based on the user’s query, the system generates the best response. The query may result in:
1. The Query returns a Precise Answer.
  1. When the system identifies one or more artifacts as the Best Response for the user’s inquiry, and LLM can extract a concise answer from the articles.
  2. The system presents the Precise answer along with the link to the source articles that were used to generate the answer.
  3. End-users click on the View Artifact to view the section on the document from where the answer is generated. This is available only if Semantic Search is enabled. For Meta-based search, click on ‘View artifact’ opens the Artifact.
    NOTE: For Precise Answer generation, Generative AI must be enabled on the tenant.
2. The query returns only Artifacts.
  - If the system identifies one or more artifacts as the Best Response for the user’s inquiry and the number of Artifacts returned is lesser than (or equal to) the ‘Maximum number of artifacts per topic’ set for your tenant and a Precise is not generated.
  - The system represents the result as a linear list of artifacts.
  - End-User can navigate through the list to locate the Artifact.
  - Select the required Artifact or FAQ to view content.
3. The query returns multiple Artifacts and Topics.
  - When the Best Response to a query:
    1. returns multiple artifacts under different topics
    2. count of artifacts returned is lesser than or equal to the ‘Maximum number of artifacts per topic’
  - Luma Knowledge generates a decision tree with the Artifacts and the hierarchy of topics. Artifacts are listed in a Linear tree and are grouped by topics.
  - End-Users can browse through topics to locate the required Knowledge. The system aims at creating a Linear tree structure that provides the user with a simple and clear view of Artifacts and related Topics.
    In the below example, the user search ‘How to setup network file system’ returns multiple artifacts related to various topics. Luma Knowledge generates a list of artifacts, grouped under related topics. Click on the relevant articles to view details.
4. The query returns User guidance.
  - When the Best Response to a query :
    1. returns multiple Artifacts under different topics
    2. count of Artifacts returned is greater than or equal to the ‘Maximum number of artifacts per topic.’
    3. count of topics that contain the artifacts is greater than the ‘Maximum number of topics per decision level.’
  - Luma Knowledge generates user guidance that allows users to navigate the decision tree to locate the required Artifact. This is called Guided Search.
    For Example: In the below example, for user request ‘How to reset my password?’ Luma Knowledge returns multiple Artifacts related to various topics under domains ‘Software’ and ‘Finance’. In such a case, the system generates a guided search.
  - Select the relevant topic to view the list of related Artifacts.
  - Click on the required Artifact to view the details.
5. Too many artifacts were found: A message indicating that “Too many answers! Please refine the query for better results. “.
  - When identified Artifacts, are more than the ‘Maximum number of artifacts to be returned’ set for your tenant.
  - In such a case, the system presents the allowed number of artifacts set in ‘Maximum number of artifacts to be returned.’
  - Users are encouraged to rephrase the query to narrow down the search.
6. No Result: A message indicating that “No artifacts were found. “
  - When Luma Knowledge cannot generate metadata from the user search phrase or cannot find a matching artifact, the system generates no result.
  - In such a case, the system does not present any result.
  - Users should rephrase the query to narrow down the search or identify matching artifacts.

Following results are available based on the search mechanism:

Semantic Search: Every Search results in
1. A set of Precise Answer, Source Articles, and Relevant Articles.
Metadata Search: A search could result in one of the following:
1. Precise Answer
2. Article list
3. Articles with Topic Heirarchy

The results are presented based on configuration in Luma VA conversation.

Feedback

A key feature in Luma Knowledge is the continuous artifact improvement process, which is achieved through Users’ Feedback. Feedback is obtained directly from End-users. The information gathered is used to derive the effectiveness and usefulness of the content available in the system.

The system collects two types of feedback from users:

Explicit Feedback
Implicit Feedback

Explicit Feedback:

Feedback provided by the end-user through the options available on the Search Widget is called Explicit Feedback. Luma Knowledge collects the feedback in the below scenarios:

Best Response Feedback: This is the user’s feedback on the Best Response identified for an inquiry. If the end-user finds the results are not useful, the system allows users to register their feedback using the “Recommend New Content “option. Luma Knowledge uses this feedback and the tenant configurations to derive the User Feedback - Ineffective Best Response KPI metric.

The Curator must utilize the information to enhance the Knowledge available in the system, by updating Artifact content, correcting meta-data associated with existing artifacts, or creating new artifacts.

Artifact Response Feedback: This is the user’s feedback received on the Knowledge accessed by the user from the Result set of a user inquiry. When a user opens an Artifact or FAQ, the system presents a feedback option in the form of simple feedback questions to validate the suitability of the content in the Artifact
Question 1: Did the Artifact answer the user’s question/problem (Yes or No)?
if the response is “No
Question 2: Was the Artifact understandable (Yes or No)?
Question 3: Did the Artifact’s topic match the original knowledge request (Yes or No)?

The feedback, along with the tenant configurations, is used to derive the User Feedback - Ineffective Artifact KPI metric.

Implicit Feedback:

Implicit feedback is formulated by the system based on users’ actions (or inactions) against the search results for a user inquiry. The system derives the feedback based on the user’s interaction with Luma Knowledge. For example,

Luma Knowledge does not return a result for the user inquiry.
If the user does not view or access Artifacts identified as the Best response for a user inquiry.

This information gathered by the system is used to derive various KPIs metrics on the dashboard. For more information, refer to the Luma Knowledge Dashboard.