Integration with Luma Knowledge

Knowledge is one of the most important assets of an organization. Well-documented and easily accessible Knowledge enables an organization to work efficiently and boosts its decision-making capabilities. Using Luma Knowledge, the End-users can find the right information at the right time. This helps organizations to create more bandwidth for the support teams to work on more qualitative tasks.

Luma Knowledge allows you to organize information from documentation, media files, Web URLs, etc., into easily accessible Knowledge Artifacts and Question and Answer pairs. 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.

With integration to Luma Knowledge, Luma Virtual Agent (Luma VA) provides single-point access to the information along with the predefined services. 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 and be readily available to Virtual Agent to understand and serve immediately.

To access Knowledge through Luma Virtual Agent, you should be subscribed to Luma Knowledge, and your Luma Virtual Agent Tenant should be configured to the required tenant in the Knowledge Management. You may contact the Serviceaide Support team for subscription and configuration related details.

Using Artificial Intelligence, Luma Virtual Agent can differentiate in user needs and deliver Knowledge and Services that best fits the request. 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.

An end-user can request the information through any of the channels where the Luma Virtual Agent is deployed. Based on the user’s request,

Luma VA identifies matching Services and retrieves the relevant information from Luma Knowledge.
It evaluates the identified data and presents the user with Knowledge Articles, Services, or both as relevant.
The end-user can then choose to view the presented Knowledge Articles or execute a pre-configured Service.

The following workflow details how Luma Virtual Agent integrates with Luma Knowledge to present the end-user with relevant information:

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