Luma Knowledge: The Fastest Path to First-Contact Resolution

When users ask for help, what they really want is the right answer—right now. In every service organization we’ve seen, the biggest driver of user satisfaction is whether people get what they need at first contact. The surest way to deliver that consistently is with modern knowledge operations: create the content users actually need, keep it healthy, and put it in front of them—wherever they are—before they open a ticket or call support. That’s the “left-shift” strategy at the heart of digital transformation, and it’s exactly what Serviceaide’s Luma Knowledge delivers.

“Conversational platforms…have an inherent appeal because you can use a service without learning a new UI.” —Gartner

Luma Knowledge brings together two complementary capabilities: the Luma Knowledge Management (KM) Module and the Luma Enterprise Knowledge Hub. Together, they make knowledge easy to create, easy to govern, and—most importantly—easy for users to consume in the flow of work.

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What “knowledge” really means in service & support

Knowledge isn’t just articles in a portal. It lives across internal and external sources: document repositories, product manuals, prior tickets and cases, wikis, and websites. It also lives in people’s heads and can even be inferred from behavior (think: navigation apps suggesting your next stop). Your organization’s culture, processes, products, and services all embed valuable know-how. Effective knowledge operations make this full spectrum of content accessible, measurable, and durable—so the best answers don’t vanish into spreadsheets, side conversations, or siloed apps.

The Luma Knowledge Management Module

The Luma KM Module is a knowledge-centered service approach built to maximize access, creation, reuse, and continuous improvement of content. It’s available alongside Luma Virtual Agent, and the pairing is intentional: great virtual agents depend on great knowledge, and great knowledge should be validated through real user outcomes.

Under the hood, Luma KM uses a true knowledge graph to store artifacts, their usage, and the relationships between them. That structure enables AI-powered contextual search that understands user intent, and unified NLP + machine learning that automates content ingestion, topic/subject/motivation extraction, and metadata creation. The result is accurate retrieval without the drudgery (and inaccuracy) of manual keyword tagging—plus a constant read on content health so you know what to create, what to modify, and what to retire.

Because Luma KM closes the loop, Luma Virtual Agent can detect intent, guide users conversationally to the right answer, and follow up to confirm that content actually met the need. Those signals continuously self-tune search and trigger curation recommendations so the library gets smarter every week.

Proven impacts on service performance

Organizations deploy Luma KM to:

• Maximize self-service and first-contact resolution (FCR): Present a cohesive, cross-organizational view of knowledge that delights users and deflects tickets—improving NPS while lowering cost per contact.
• Accelerate service operations: Publish knowledge once and expose it everywhere—without re-keying it into portals—so teams react faster and reduce MTTR and outage impact.
• Lower enterprise cost to serve: Automate analysis and governance. With consistent NLP processing, you eliminate manual tagging and reduce the recurring effort to keep content accurate. With self-tuning retrieval algorithms, teams can deflect tickets and save up to 90% on first-level service costs.

Capabilities you can put to work on day one

Luma KM comes ready with practical tools teams adopt quickly:

• Embeddable AI-powered Search & Explore widget to place answers inside the apps your users already live in.
• NLP-based topic & metadata generation to remove manual tagging and improve findability from the start.
• Conversational guided search that asks clarifying questions and routes users to precise answers.
• FAQ generation to produce self-service content at scale (requires internet connectivity).
• Content recommendations powered by unified NLP/ML so authors know the next best piece to create.
• Content health & usage KPIs so you can see what’s performing, what’s stale, and what needs attention.

(Prefer fewer bullets? In practice these show up as an embeddable search experience, automated metadata and topic extraction, conversational refinement when queries are ambiguous, auto-generated FAQs to fill gaps, authoring nudges that point to high-impact content, and a dashboard that tracks usage and health across your library.)

The Luma Enterprise Knowledge Hub

Large organizations often have excellent knowledge—trapped in silos. Different teams rely on proprietary knowledge bases and app-specific search that don’t talk to each other. Luma Enterprise Knowledge Hub solves this by federating knowledge across the enterprise to create a virtual, unified knowledge base while letting you manage content where it already lives. You protect your investments in systems and expertise, but remove the walls that keep users from finding answers.

The Hub applies NLP to normalize and unify disparate information, so users see one coherent view regardless of source. It’s embeddable across a variety of applications, ensuring the same trustworthy result inside your ITSM tool, HR portal, Salesforce, SharePoint, Confluence, and other systems. Federation support is available for common ITSM and HR platforms—and expands continually—so you can scale without starting over.

Why Luma Knowledge outperforms legacy “KM processes”

Traditional document-centric KM assumes users will search, read, and interpret long articles. In reality, users want targeted answers, in context, and they’ll escalate if they can’t find them fast. Luma Knowledge prioritizes delivery—getting the right information to the right person at the right moment—regardless of the channel (chat, portal, email, agent desktop) and regardless of where the content originated. Because the system continuously monitors consumption and outcomes, it actively maintains content health and keeps search precise as the library evolves.

This is more than a feature set; it’s an operating system for knowledge: ingest → normalize → relate → retrieve → validate → improve. Teams stop guessing what to write next and start responding to measured need. Users stop bouncing between systems. Leaders finally see the true cost and impact of knowledge work—and how to reduce both.

Part of the Complete Serviceaide Solution

Serviceaide is committed to intelligent service and support. Luma Knowledge (KM Module + Enterprise Knowledge Hub) works hand-in-hand with Luma Virtual Agent and our Point of Business Platform to deliver a complete, AI-powered service experience that meets the unique needs of your business. Ask us about the Serviceaide Complete Service Solution to see how these components fit together to raise FCR, lower MTTR, and shrink cost-to-serve—without making authors or users learn yet another tool.

Ready to see it in action?

If you’re trying to scale self-service, standardize answers across silos, or prove that every change to your knowledge base moves the needle, Luma Knowledge is the fastest way to get there. Let’s show you how your existing content can become a unified, conversational experience that actually resolves issues at first contact.

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