Luma Knowledge

The Knowledge Gap

The Knowledge Gap

The Knowledge Gap

Every organization has knowledge. The problem is they struggle to access it. This creates an opportunity gap for the business. Do you have a knowledge gap? Knowledge access is a view into the pulse of the organization. Availability and accessibility is a measure of how well a service organization functions. Best practices state that a knowledge strategy will enable your organization to provide superior service and support, as well as reduce your cost of operations.

IDC reports knowledge workers spend roughly 30% of the workday searching for information.

Unleash data and expertise to enhance service and support

Unleash data and expertise to enhance service and support

Imagine if you were able to tap into the different knowledge sources across your enterprise. Providing access to previously siloed information that could be utilized to provide answers more quickly, connect common challenges, provide context in situations that were previously unrecognized. Luma Knowledge is the solution to the existing knowledge divide. Paired with a virtual agent, you can increase self-service with relevant information for maximum impact and satisfaction.

Unleash data and expertise to enhance service and support
The Benefits Of Knowledge

The Benefits Of Knowledge

The Benefits Of Knowledge

Access to previously untapped knowledge. A cohesive view across your organization provides access and availability to knowledge that was difficult if not impossible to find. All without manual intervention.

Luma Knowledge improves service and support. Acting as a federated hub, Luma streamlines automated processes with context across the enterprise systems and applications with voice or text. By centralizing knowledge and flow through machine learning, it improves availability and accessibility.

Luma Knowledge reduces enterprise costs. Automate FAQ generation, recommend knowledge additions and improve knowledge artifacts to reduce admin time and costs. Improve ticket deflection significantly. Up to 90% of tier one requests.

99% of AI initiatives in IT service management will fail due to the lack of an established knowledge management foundation.

– Gartner

Unleash An Intelligent Virtual Agent

Unleash An Intelligent Virtual Agent

Luma Virtual Agent leverages enterprise knowledge to harness and expand virtual service. A virtual agent with federated services can access knowledge articles to magnify the power of self-service. As anything is added or changed with Luma Knowledge, it is seamlessly published to the virtual agent.

Luma Virtual Agent with Luma Knowledge extends the capabilities of a conversational agent, providing not just access to more information, but context and relevance. The power of the combination of a virtual agent plus knowledge:

  • Machine learning feedback loop – recommends new content and improves findability
  • Ability to browse content across the enterprise
  • Conversational guided search – narrow broad data choices to identify relevant material
  • No bot training required – when data is published it is automatically made available to the virtual agent
Unleash An Intelligent Virtual Agent