Lumoa is the first Customer Experience platform to offer Generative AI in a secure and reliable environment. This article will walk you through the frequently asked questions about using Insights Summaries with Lumoa.
Table of contents
How do I turn on Insights Summaries in Lumoa?
They are already on! Insights Summaries are live for all customers on all types of data in Lumoa. Simply click on any Card and the summaries will be visible from the Insights widget, as seen below:
In addition, to get Insights summaries on specific data, you can select a Topic and/or Filter(s) and/or Search word(s).
Please note that now:
You can select one Topic only at a time and also;
You can select one or multiple Filter and Filter values at a time and also;
You can select one or multiple Search Words at a time
Do Lumoa Summaries adhere to GDPR regulations and legislation?
Yes! Lumoa is currently using Azure OpenAI Service using prompts. We are not uploading any training data to the service. To learn more about the use of Azure OpenAI service using prompts check out this Azure OpenAI Service security page. More on security at Lumoa can be found on Lumoa security and privacy page.
Quick summary about data security:
Your data is stored in Microsoft Azure and does not leave it. It is also processed within the EU - see FAQ question.
Lumoa utilizes several different "microservices" from Azure, such as the translation API for translating feedback; and now also the OpenAI microservice.
The technology of the OpenAI microservice in Microsoft Azure is licensed from the American company OpenAI.
Microsoft Azure's OpenAI service is not connected to the OpenAI company, the service does not use the feedback provided to Lumoa to train the model, and the feedback can only be stored for the purpose of identifying misuse for a maximum of some days - see FAQ question.
Lumoa's integration has nothing to do with ChatGPT - see FAQ question.
Where is the data stored?
Data is stored in Microsoft Azure data center within EU, like any other data in Lumoa. You can read more about Lumoa data storage in our Privacy Policy.
Do Insights Summaries fall under the scope of the current Lumoa contract?
All customers will have some use of Lumoa Summaries enabled as a part of every Lumoa contract. This includes those who register for a Lumoa Free Trial.
However, to get access to every Insights feature, including an unlimited amount of summaries that can be generated each month, additional fees may be required depending on your Lumoa contract. Please contact your CS manager or [email protected] for more information on your specific pricing plan.
Are there privacy and security implications that are outside of the scope of the current Lumoa contract?
There are no security implications, here are the links to the Azure OpenAI Service security page, and Lumoa security and privacy page.
Can I export the summaries to be used with our business intelligence system (e.g., Power BI, Tableau, Qliksense)
Not at this time. If you need to send summaries to your business intelligence system, please be in touch with your Customer Success Manager.
Does Lumoa summarize feedback that is not in English? How many languages does it support?
Generated summaries are based on the Collection's language - which can be set in English, Swedish, Finnish, Danish, Norwegian, or German. Having said that, this AI was trained and modeled on English data, so using English analytics is recommended for best results.
Additionally, Lumoa supports over 120 languages. If you are collecting feedback from any language other than the ones above, Lumoa will still be able to analyze your data and provide summaries - its just that the summaries will be generated in one of the languages that can be defined from Collection Settings.
If you wish to have summaries in other languages than the above, please let your Customer Success Manager or [email protected] know as you might be participating in the next feature release!
What is the difference between ChatGPT and GPT? Which system is Lumoa using?
Lumoa is using GPT - not ChatGPT.
GPT is the underlying AI technology that can be accessed via APIs, while ChatGPT is an AI chatbot application built on top of the GPT. ChatGPT is specially trained for chat and it comes with additional technologies like content filters and plugins. See the differences in the table below:
GPTLarge Language Model (LLM) | ChatGPTChatbot app powered by GPT |
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Will the AI model be trained with our data?
The AI model is not being trained with Lumoa data. Any feedback that passes through Lumoa Insights Summaries is not stored on the AI's side for further analysis. This is a security and safety measure with your data.
Can't I just go to ChatGPT (or similar service) and input my customer feedback (without Lumoa being involved)?
You should not do it. Mainly because of two reasons:
Using GPT directly can pose an important security risk as your customer feedback and data can be stored anywhere and it will be used by openAI (or other LLMs providers) to train their model, which means essentially that ChatGPT will "know" what your customers are saying about your company and your services, and can use it to provide answers to other users.
Getting a summary of your customer feedback is just a part of improving your customer experience, and that is why Lumoa proprietary AI allows you to identify and quantify topics and assess impacts of each Topic. This is not something that GPT can do.
For more information about why you should not use GPT with customer feedback on your own, you can check out our recent webinar about using AI in Customer Experience.
Are there summary limitations?
Yes, each customer will get around 25 summaries for free each month. This not an exact number because technically it relates to the length of the feedback that is used to generate a summary, but you should get "about" one summary per working day in a month. The ability to generate additional summaries will cost a fee.
This is also true for Free Trial Customers.
What are email notifications with Weekly Summaries?
You can choose to have Insights Summaries delivered to your inbox every week, allowing you to stay on top of your feedback without having to login to Lumoa. All you have to do is subscribe to notifications on your card. Learn more.
When are new summaries generated?
In general, new summaries are generated every 7 days. As an example, let's say you have a card looking at "this month" of data, and today is the 14th of the month. This means that, without manual input, the summary for "this month" wont update itself until the 21st of the month.
What are the numbers displayed in summaries?
When new summaries are created, the AI will highlight the key phrases within the summary and tell you how many statements are associated with that phrase.
We have plans to improve this feature even more, such as being able to click on the highlighted part of the summary to view those comments, but that will be coming at a later date.
Other information
Please note that:
When generating a summary, and if in all feedback, there are less than 25 words, no summary will be generated, and the error below will be thrown.
When generating a summary, if individual feedback have 4 or fewer words in them - for example “Fast delivery”, “It was fast”, and “Fast and efficient” - the AI will likely deem them as too short to generate a summary on.
"Not enough feedback to generate a summary"
Get in touch
📧 Do you have any questions or comments about using Lumoa? Don’t hesitate to email us at [email protected].
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