Lumoa Product News for October 2024

Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started!

Introducing Netigate EX!

We spoke recently about how Netigate CX can help you capture the entire feedback lifecycle, and now we can do the same for your Employee Experience data:

• Automated Survey creation and distribution

• Report and analysis on Employee feedback

• AI Summaries and recommended actions

We recently held a webinar that covers all of these things in more detail, check it out here! This webinar covers things specifically from an EX perspective, and how we are developing the platform to be more accessible with EX data as a whole!

Ask AI has evolved

We offer the ability to Ask AI questions about your data, and get a response based on the voice of the customer. Now, we can take those AI answers and use them to close the loop.

We asked “what our three biggest issues were last quarter?” and that the AI wanted us to create a Task on it. Doing this allows us to assign the Task to a teammate, where they will get a notification with a link directly to the task.

You can check our more about how Tasks work in our article or even our webinar on the topic.

Ask AI can now also understand questions around:

• Time frames (biggest issues last quarter, this month, etc)

• Memory (it will remember previous questions you have asked)

• Filters (biggest issues in Country: Germany or Customer Group: B2B)

We now support questions without a score

To be clear, we always supported surveys or data that doesn’t feature an overall score – that hasn’t changed. What we now support is the ability to analyze “I dont know” or N/A responses associated with questions in your data.

An example for when you might want to use this is if you own a hotel, and you ask guests “how did you like the pool?” – but the customer may have not used the pool. In that instance, they should be able to put “I dont know” or N/A, and our analytics will now accept these answers, along with the customers who do leave a score!

Upcoming webinars

• We are migrating webinar platforms – stay tuned for more invites for webinars soon!

New guides in the Knowledge base to level up your Lumoa experience

We made a few new guides to help get new users to Lumoa up and running, as well as to expand knowledge for veteran users. Note that you will need to be logged in to Lumoa in order to access certain guides:

• Anonymization – Removed mention of AI as its misleading (its more like an “engine”

• Netigate EX – The new platform to capture the entire employee feedback lifecycle.

• SSO – Updated with instructions for new SSO page, no longer requiring us to get sensitive info by hand

• Ask AI – Updated with new Ask AI logic described above

That’s all folks! Thanks for reading!