Lumi is our AI-powered virtual agent in the Help Center, designed to provide self-service solutions for customers. Unlike traditional chatbots that follow rigid scripts, Lumi leverages generative AI to operate 24/7 across self-service portals and messaging channels. It can handle tasks, make decisions, and provide natural responses aligned with our brand. Drawing from our trusted knowledge base, Lumi delivers relevant, context-aware information.
What topics does Lumi support?
Lumi can assist with:
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Adding, editing, deactivating, deleting, or unblocking users
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Deadline extension requests for your company or trading partners
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Case status inquiries (case number required)
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Case updates on your behalf
All answers are sourced from Help Center articles.
What languages does Lumi support?
During the initial pilot phase, Lumi will support English, French, German, Italian, and Spanish. Additional languages may be introduced in future phases based on user feedback and adoption.
Who can contact Lumi?
Lumi is available in the bottom right corner of the Help Center and is accessible to signed-in users only. It retains context and recalls previous interactions to provide personalized responses. Through iterative learning, Lumi continuously improves its accuracy and effectiveness.
Can Lumi create a case for me?
Lumi can create cases only for the supported topics listed above. If Lumi cannot resolve your issue within these topics, you can explicitly ask it to create a case. Lumi will then generate a case, provide the details, and share the case number with you.
How does Lumi handle my data?
We prioritize data privacy and do not share input prompts or generated responses with third parties. Lumi operates within our ISO27001-certified infrastructure, ensuring the safety and security of your data, just like all EcoVadis products and services.
Does Lumi follow AI ethics guidelines?
EcoVadis ensures that its AI-powered portfolio adheres to the core principles of trustworthy AI—transparency, accountability, and human dignity. We emphasize model explainability and continuous monitoring to maintain the technical robustness of our solutions. With the rise of generative AI, EcoVadis invests in AI safety and governance, ensuring that Lumi has appropriate guardrails in place.
Is this the final version of Lumi?
We are actively analyzing user feedback and interactions from this initial phase to enhance Lumi’s capabilities. This pilot program is just the beginning of our ongoing development efforts. We plan to expand Lumi’s ability to handle a broader range of topics, manage a larger volume of requests, and provide real-time, accurate information.
For any issues beyond Lumi’s scope, please submit a case to our support team via the Contact Us page.
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