Product News – September 2024
Last updated on January 14, 2025
Lumoa Product News for September 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 CX!
Lumoa and Netigate Feedback are going to be merging into one super platform, called Netigate CX, capable of capturing the entire feedback lifecycle:
- Survey creation and distribution
- Report and analysis on customer feedback
- AI Summaries and recommended action
We recently held a webinar that covers all of these things in more detail, check it out here! We plan on making lots of changes to Lumoa (who’s branding will be removed) and Feedback, including one common login, easy data connection, and more!
Actionable Insights have been overhauled!
We originally offered lots of different Insights types, but we received long term feedback that customers were unsure of the differeneces between the Insights, and when one would be more applicable than the other.
Therefore, we rolled all of our Insights types into one, simply called Insights:
- Let the AI notify you about important data points
- See how those data points are behaving over time
- Make connections between Filters and Open text feedback
Below you can see some Insights in action. The system flagged feedback going to the “Discounts” Topic, from our Webshop in Germany, as having increased by almost 20% since last month. This had an Impact of us gaining 1.13 NPS points, and this Insight accounts for 6% of all feedback we got this month!
Read more about the new Insights in our dedicated article.
Our AI has been improved for HR and Employee Experience data!
We know that surveys to employees can be a valuable source of data. After all, happy employees lead to better working conditions, better treatment of customers, and better work communities.
Therefore, we decided to overhaul our AI that looks at this data
- Ask Lumoa will now identify if your data is from Employees or Customers, and react accordingly
- Topics will be created with Employee Experience in mind
- Insights will try to create connection on EX comments and phrases
How do you get it running? It already is! There has never been a better time to analyze Employee experience data, or to start collecting it! Look out for a webinar later this month that will do a deep dive on these features
AI Filters now available for conversational data
AI Filters is a feature that allows you to create questions associated with your data, and our AI will attempt to answer them. Questions like “Is this customer feedback about a bug” or “Based on the comment, is this customer likely to churn?”.
Lumoa can then use our AI to answer that question, for each piece of feedback you have, and then you can filter by the answers! So you could filter to see all the people that our AI believes are going to churn, based on the feedback they provided. Read more about AI Filters here!
This feature didn’t get any updates itself, but its now available for conversational data.
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:
Added videos in addition to text guides for:
- Insights and Summaries – Updated to reflect the new Insights logic
- Netigate CX – The new platform to capture the entire feedback lifecycle.
- Create and manage Dashboards – Updated with new Dashboard Groups logic
That’s all folks! Thanks for reading!