Luma Knowledge

Luma Knowledge Management Implementation

1. Luma Installation & Technical Setup

We install Luma, secure access, connect your identity system, and integrate the channels your usersalready use.

2. Knowledge Assessment & Consolidation

Our training shows you how to efficiently prepare, import, and organize knowledge sources to maximizeproductivity and deliver fast, accurate answers for your users.

3. Module Configuration: Custom Welcome/End User Experience

The project defines the expected end-user experience and responsibilities for both Serviceaide and theClient in configuring and deploying the Luma Virtual Assistant, focusing on knowledge search,conversational skills, and approved content sources. Scope is limited to standard platform capabilities,excluding custom NLP training, advanced integrations, unrelated workflows, and creation or remediationof new content.

4. Testing

Serviceaide conducts functional testing of the Luma Virtual Assistant to ensure all configured featureswork as intended, followed by client-led User Acceptance Testing (UAT) in a test environment. The clientvalidates functionality and reports issues, while Serviceaide provides support and resolves any problems,with successful UAT marking approval for production deployment.

5. Go Live Assistance

Serviceaide will support the transition of the Luma Virtual Assistant from testing to production bypreparing the environment, validating configurations and permissions, and offering post-launch support,guidance, and a formal handover to the client’s teams.

6. Lifecycle and Continuous Improvement

The process also includes managing knowledge lifecycle, adoption for new use cases, and monitoringusage metrics.Contingency services are reserved to address unforeseen requirements, scope clarifications, environmentalconstraints, or technical issues that may arise during the execution of this Statement of Work and were notreasonably identifiable at the time of contract execution.