Dear Serviceaide Luma User,
This is to notify you of the upcoming Serviceaide Luma upgrade. This release 3.4 includes enhancements and some defect fixes. The release will be deployed in Production. If you find any issues during your testing in Staging please promptly report them to the support team.
The key features in this release are as follows with additional detail available in the Release Notes.
Luma VA Release 3.4 - March 2024
| Support for reusable Subflows |
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'. |
| Customize system skill behavior |
Enhance user experiences by personalizing System Skills based on your organization's unique requirements. System skills, like User Registration, Welcome, and Conversation Abort, 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. |
| Business Domain Management |
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. |
| New Conversation Steps |
The following Conversation Steps are available as part of this release:
'Categorize User Intent' using User Phrase to categorizes the user's phrase
AI NLQ Step to determine the Change gear ticket Query
Execute Sub flow to execute subflows as part of skills |
| New Superset Dashboard (BETA) |
Introducing Superset Dashboard as part of Luma. The Dashboard allows the creation of interactive and advanced Reports for Customers. You can Launch Dashboard (Superset) from Bot Builder. This is a BETA release. Please get in touch with the super admin or support team to enable Superset Dashboard for your Luma VA tenant. |
| Support for New start up |
New startup skills integrated with Generative AI and Changegear OOTB skills |
| Customized Startup Skills for standalone VA |
Ability to enable custom startup behavior for standalone VA customers and configure skill presentation template. |
| Support for Monthly Session-based licensing |
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 provisioning.
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
Month wise session consumption available on Usage Dashboard (and report) and Tenant Settings->Subscription page |
| Visual Designer Improvements |
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 |
| Provisioning Luma Knowledge with Luma Virtual Agent |
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. |
| Other Enhancements |
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 displays 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 |
Note: This release includes updates to the Web widget. For changes to take effect, download the latest package (JS and CSS files) and update the Web widget.
Luma KM Release 3.4 - March 2024
The key features in this release are as follows with additional detail available in the Release Notes.
| Unification of VA and KM. |
As part of VA-KM unification, following enhancements 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 , Tenant Configuration 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 |
Rollout Schedule from Operations with local times
| Lumastar and Lumaace |
60 Minutes |
21-Mar-2024 10:00 AM |
21-Mar-2024 11:00 AM |
20-Mar-2024 09:30 PM PDT |
20-Mar-2024 10:30 PM PDT |
There will be a downtime of 30-45mins during the start of the maintenance window |
| Lumapro and Lumaproedge |
60 Minutes |
22-Mar-2024 10:00 AM |
22-Mar-2024 11:00 AM |
21-Mar-2024 09:30 PM PDT |
21-Mar-2024 09:30 PM PDT |
There will be a downtime of 30 mins during the start of the maintenance window |
If you have any questions about the contents of the release and the upgrade procedure please contact the Serviceaide Support team. If you have team members that did not receive this notification, please add them to the notification system at our Serviceaide Emergency Maintenance Notification Self Registration Portal https://serviceaide.sendwordnow.com.
We look forward to sharing this release with you.
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Regards,
The Serviceaide Team
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