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What is Ask Lumoa?
Ask Lumoa is our new way to get a deeper understanding of your customer voice. Essentially, you can select any type of data you want (such as from a certain timeframe or touchpoint) and then Ask Lumoa what you want to know about this data. Our AI will then generate you a clear and reasonable response to your question.
Lumoa offers analytics in multiple languages, but the Ask Lumoa AI was trained and modeled to work primarily with English questions and responses. You can ask questions in "any" language, and Ask Lumoa will attempt to respond in that language, but for best results we recommend you ask your questions in English.
How does it work?
Ask Lumoa looks at each piece of feedback in your data and analyzes it for keywords and phrases that are relevant to your question, then generates a response. This means it won't be able to answer questions like "how was the weather today" (unless for some reason that's what your customers are talking about, we don't judge đ).
Note that if you are using Ask Lumoa on conversations, the AI will look at the summary of the conversation and not the entire conversation when generating a response.
What happens to my data that goes through Ask Lumoa?
We use the same process that we used for Lumoa Insights Summaries, which you can read about here. As a short recap:
Your data is processed in the EU and GDPR compliant
Your data will not be stored or used to train an AI
Your data will not be available to third parties or other orgs outside of Lumoa
Feel free to read more in our Privacy Policy.
How can I start using Ask Lumoa?
Right now, Ask Lumoa is in Beta and only available to select customers while we iron out the issues for a full release. If you would like to beta test the feature, please contact your CS manager or [email protected] and we can discuss options!
Alternatively, if you are already in the Beta, you can use Ask Lumoa from any collection where it's turned on. There will be an "Ask Lumoa" button on the left side of the page, under the "Views" tab, as seen below:
What kind of things can I Ask Lumoa?
Technically, you can Ask Lumoa anything, but we recommend you keep the subject related to your feedback. We also do not recommend asking questions around time frames such as "what were my issues last week". Instead, use the calendar tool to view last week's data, and then Ask Lumoa "what are my biggest issues".
Below is a list of example questions you could Ask Lumoa. Feel free to modify them to fit your specific industry or business needs:
Out of all of our feedback, focus on the ones talking about our website. How should we improve our websites user flow? Answer with a list of tickets to a developer
What are the common issues users experience with our customer service? Please provide feedback in bullet points.
What are the sentiments expressed by users regarding our payment options? Summarize the feedback in the form of a poem.
What do users say about our most recent release?. Respond with bullet points, and quote a customer feedback under each point.
Look for feedback around our onboarding, or people talking about being new customers. List 4 improvements we could make to our onboarding, and put them into the form of a customer journey.
Can you find instances where users mention problems with our employees attitude or professionalism?
Again, the above questions might not map over 100% to your specific data and industry. We recommend you tailor them to fit your specific needs, even if thats as simple as changing the word "website" in the first question to be something more related to you.
Check out us asking an example question below:
While using Ask Lumoa, remember these helpful tips to achieve maximum Zen:
The model thinks while writingâ
The best question is an accidentâ
Seek the unasked in your questionsâ
Invoke the unlikely expertâ
Be annoyingly specificâ
Find profundity in the nonsensicalâ
Celebrate the joy of tangents
Get in touch
đ§ Do you have any questions or comments about using Lumoa? Donât hesitate to email us at [email protected].