Using Luma ML

Luma ML is an automated response system that helps you resolve issues without having to wait for a response from a staff user. Using existing help requests and Knowledge Base (KB) articles, Luma ML can provide potential solutions to incidents before a ticket has to be submitted.

 

Luma ML communicates using a simple chat interface. Luma ML understands everyday language, so you can enter a query as if you were talking to another person. Luma ML responds to your query with a set of possible solutions in the form of KB articles. If Luma ML does not find a solution, or if it is not confident that the solutions it finds are the correct solutions, you can enter more information about your problem, submit a new incident request, or search the Web.

Note: You may not have access to this feature depending on your ChangeGear configuration.

 

Accessing Luma ML

You can start a session with Luma ML in one of two ways: by navigating to the Self-Service Portal (SSP) and clicking on Luma ML's icon, or by clicking in the link provided in the notification e-mail that you receive after submitting a ticket.

To access Luma ML from the Self-Service Portal:

  1. Open the ChangeGear Web client.

  2. Click on Luma ML's icon on the left-hand side of the screen.

    Note: If you do not see a button, then Luma ML may not be available in your ChangeGear installation.

  3. Begin typing your query, When you are ready to submit your query, press the Enter key or click the Send button. Luma ML automatically responds once it has processed your query.

Accessing Luma ML from an E-mail Notification

If your ChangeGear administrator has enabled e-mail notifications, you will receive an e-mail confirmation whenever you submit an incident using the Request Help button. Depending on your ChangeGear configuration, this e-mail may provide links to suggested solutions related to your issue. The e-mail also includes links that you can click on to rate the helpfulness of the suggestions. If the suggestions did not resolve your issue, Luma ML opens a new chat session and requests more information about your problem.

To access Luma ML from an e-mail notification:

  1. Submit an incident using the Request Help button. If e-mail notifications are enabled for your ChangeGear installation, you will receive an e-mail confirmation that a new ticket has been created.

  2. Open the e-mail in a mail client such as Microsoft Outlook. You should see the question "Was this suggestion helpful?" followed by a Yes and a No link. Click Yes if the suggested articles resolved your issue.

  3. Click No to open Luma ML. This opens the Self-Service Portal in your browser and starts a new session with Luma ML. Luma ML recognizes that the solutions provided in the e-mail notification did not solve your issue and provides new solutions.

 

Interacting with Luma ML

Luma ML uses a chat-style interface to receive and respond to your queries. Enter your query in the text box and press the Enter key or click the Send button to submit it.

Note: While Luma ML is responding to your query, you won't be able to enter another query.

When Luma ML has finished processing your query, it responds with a set of possible actions to take based on whether or not it was able to find a solution.

  • View the Knowledge Base opens a suggested article in a new window. After you open the article, Luma ML asks you whether the article resolved your issue. If you click Yes, Luma ML records the details of your session in a new Incident ticket and marks it as Resolved. You can then ask another question or close the chat. If you click No, Luma ML asks you to select from one of the following actions.

  • Enter more information allows you to submit another query to Luma ML and retrieve more relevant results.

  • Show another suggestion displays the next most relevant Knowledge Base article, if one is available.

  • Submit a Request creates a new ticket and inserts the chat history into the ticket's description. Luma ML then asks you if you want to ask another question or end the chat session.

  • Search the Web submits your query to a search engine and displays the results in a new browser window. This option only becomes available when Luma ML has no more suggestions available.

Depending on your ChangeGear configuration, Luma ML may provide additional responses that are not listed. These responses may present additional actions such as linking to external resources.

 

Ending a Chat Session

To end your chat session, simply close the chat window. Note that you cannot resume a session once you have closed the window.

 

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