Lumi is our AI-powered virtual agent on the Help Center, and it has been designed to provide a self-service solutions for our customers. Unlike traditional chatbots that follow rigid scripts, these autonomous agents leverage generative AI to operate 24/7 across self-service portals and messaging channels. It can handle tasks, make decisions, and provide natural responses that align with our brand. The chatbot draws information from our trusted knowledge base (Help Center), chatbot delivers relevant, context-aware information.
What topics do Lumi support?
Need help? Our chatbot - Lumi just got an upgrade! It can now provide instant answers to a wider range of questions by drawing from all our Help Center articles. For complex questions or issues that require a personal touch, Lumi will automatically open a support case on your behalf. This ensures our dedicated Support Team has all the details they need to provide you with comprehensive assistance.
What languages do Lumi support?
To better support our customers, we have increased the number of supported languages in Lumi to align with our EV10 platform.
Who can contact Lumi?
A Lumi Chatbot will be placed in the bottom right corner of the Help Center, accessible to signed-in users only. Lumi will retain context and recall previous interactions to provide personalized and relevant responses. The AI powered chat will continuously improve its responses through iterative learning.
Can Lumi create a case for me?
Lumi is designed to streamline various processes by automatically generating cases for specific, predefined scenarios. This capability is particularly useful for tasks that require human intervention or specialized handling, ensuring efficient and accurate resolution.
To further expedite the resolution process, Lumi is programmed to ask a series of additional, relevant questions. These questions are strategically designed to gather all necessary information upfront, reducing the need for back-and-forth communication and minimizing delays. The collection of comprehensive details at the point of case creation, which makes Lumi to enhance its efficiency of the workflow, and also it allows the relevant teams to address the issue more quickly and effectively. This proactive approach ensures a smoother and faster resolution for users while optimizing internal operational procedures.
How does Lumi handle my data?
We prioritize data privacy and do not share input prompts or generated responses with third parties. Like all EcoVadis products and services, Lumi operates within our ISO27001-certified infrastructure, ensuring the safety and security of your data.
Does Lumi follow any AI-ethics guidelines?
EcoVadis AI-powered portfolio is designed, developed, and deployed by following the core principles of trustworthy AI around transparency, accountability, and human dignity. We emphasize model explainability and monitoring to ensure the continuous technical robustness of our solution. With the rise of generative AI, EcoVadis invests in AI safety and governance, ensuring that products such as Lumi have appropriate guardrails in place.
Is this the final version of Lumi chatbot?
While Lumi represents a substantial leap forward in our automation capabilities, we remain committed to continuous improvement. We anticipate that ongoing data analysis and user feedbacks will allow us to further refine and optimize its performance, ensuring it consistently delivers the best possible experience for our users.
For any issues beyond Lumi's scope of support, please submit a case to our Customer Care team via the Contact Us page.
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