Lucy User Guide V4.1 Dec Edition

User Guide
User Guide
Version 4.1
User Guide
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HCL has more than 200 offices worldwide. Addresses, phone numbers, and fax number s are listed on
the HCL website at www.hcl.com.
Copyright © 2019 HCL Technologies Limited. All rights reserved.
Copyright © 2019 HCL Technologies Limited 2|Page

User Guide
Table of Contents
1 Preface ............................................................................................................................................. 7
1.1 Intended Audience .................................................................................................................... 7
1.2 About this Guide ....................................................................................................................... 7
1.3 Related Documents ................................................................................................................... 7
1.4 Conventions .............................................................................................................................. 8
2 Lucy Overview .................................................................................................................................. 9
2.1 Lucy Benefits ............................................................................................................................ 9
2.2 Lucy Architecture .................................................................................................................... 10
3 Getting Started with Lucy ............................................................................................................... 11
3.1 Using Lucy Independently ....................................................................................................... 11
3.2 When Using Lucy from Cherwell Portal .................................................................................... 12
4 Using Lucy ...................................................................................................................................... 12
4.1 Start a conversation using ....................................................................................................... 13
4.2 Providing Feedback ................................................................................................................. 16
4.3 Printing the Chat ..................................................................................................................... 20
5 Lucy User Interface ......................................................................................................................... 20
5.1 View Chat History ................................................................................................................... 21
5.2 Manage Themes ..................................................................................................................... 23
6 Cherwell OTB Use Cases .................................................................................................................. 28
7 Signing Out of Lucy ......................................................................................................................... 37

User Guide
Table of Figures
Figure 1 - Lucy Home Page ............................................................................................................. 12
Figure 2 - Using Lucy: Text input .................................................................................................... 13
Figure 3 - Using Lucy...................................................................................................................... 14
Figure 4 - Using Lucy: Microphone Confirmation Popup ................................................................. 14

Figure 5 - Using Lucy: Voice Input .................................................................................................. 15
Figure 6 - Using Lucy: Image Upload .............................................................................................. 16
Figure 7 - Using Lucy: User Feedback View ..................................................................................... 17

Figure 8 - Using Lucy: User Feedback Rating View .......................................................................... 18
Figure 9 - Using Lucy: Negative Feedback View .............................................................................. 19

Figure 10 - Using Lucy: Negative Feedback View ............................................................................ 20
Figure 11 - Viewing the Chat History: Chat History List View .......................................................... 22
Figure 12 - Viewing Chat History: Chat History Details .................................................................... 23
Figure 13 - Manage Themes ........................................................................................................... 24

Figure 14 - Manage Themes: Available Themes .............................................................................. 25
Figure 15 - Manage Themes: Preview Theme ................................................................................. 26
Figure 16 - Manage Themes: Theme Preview ................................................................................. 27
Figure 17 – Usecase 1 .................................................................................................................... 28

Figure 18 - Usecase 1 (cont.).......................................................................................................... 29
Figure 19 – Usecase 1: Lucy Response ............................................................................................ 30
Figure 20 - Usecase 1: Ticket Details .............................................................................................. 30
Figure 21 – Usecase 2 .................................................................................................................... 31


User Guide
List of Tables
Table 1 - Conventions ...................................................................................................................... 8
Table 2 - Featured Icons ................................................................................................................ 20
Table 3 – Usecase 1 ....................................................................................................................... 28
Table 4 – Usecase 2 ....................................................................................................................... 30

Table 5 – Usecase 3 ....................................................................................................................... 33
Table 6 – Usecase 4 ....................................................................................................................... 35
Table 7 – Usecase 5 ....................................................................................................................... 36

Table 8 – Use case 6 ...................................................................................................................... 36

User Guide
Document Change History

This guide updates with each release of the product or when necessary.
This table provides the update history of this User Guide.
Version No. Version Date Created By
2 16th Dec 2019 Shyam Chugh

User Guide
1 Preface
This section provides the following information about Lucy User Guide with the below topics.
− Intended Audience
− About This Guide
− Related Documents
− Conventions
1.1 Intended Audience

This document is intended for end users who interact with Lucy through its Web-
Based Console.
1.2 About this Guide

This guide contains an overview on Lucy. It provides step by step information on how
to start a conversation with Lucy, Customize User Interface (UI) which includes
changing color themes and share feedback with Lucy through its Web-Based Chat
console.
1.3 Related Documents

The following documents can be referenced in addition to this guide for further
information on the Lucy platform.
− Introduction to DRYiCE Lucy Guide
7
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1.4 Conventions
The following typographic conventions are used in this document:
Table 1 - Conventions
Convention Element
Boldface Indicates graphical user interface elements associated with an action
or terms defined in text or the glossary
Underlined Boldface blue Indicates cross-reference and links
Numbered lists Indicates steps in a procedure to be followed in a sequence
Bulleted lists Indicates a list of items that are not necessarily meant to be followed
in a sequence

User Guide
2 Lucy Overview
Lucy is a cognitive virtual assistant. It mimics human interaction and learns, adapts to user needs
through smart conversations by leveraging enterprise-grade Natural Language Processing (NLP)
and Machine Learning (ML). Users can use Lucy to find the relevant information available across
different enterprise systems.
Lucy helps organizations move up the maturity curve and enhance the user e xperience for
employees and customers. By leveraging advanced natural language processing Lucy reduces
human errors and increases productivity. It comes with out-of-box use case for various scenarios
and can be easily extended to cover the “Cognitive Chatbot” needs of modern enterprises.
2.1 Lucy Benefits

As a Cognitive Virtual Assistant, Lucy can act as an interface between the users and
multiple enterprise applications across domains and business functions.
The key benefits Lucy brings to an organization are listed below:
− Anytime Accessibility
Better customer experience with personalized, 24/7 support for technical,
application and domain-specific use cases.
− Quick Issue Resolution

Lucy’s lightning-fast NLP engine provides instant responses to user’s queries for
faster resolution of the user’s queries and issues.
− Reduced Mean Time To Resolution (MTTR)

Reduced MTTR by enabling self-service in enterprises and offloading routine
user request and incident queries to Lucy and ensuring the human task force
works on more complicated and unique scenarios.

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− Increased Efficiency
Makes the service desk teams more productive by offloading routine tasks,
Lucy’s always-on and easily configurable platform ensures speed of deployment
and quick ROI.
− Platform Agnostic
Works across platforms including Skype, Facebook Messenger, Microsoft
Teams, Slack and many more.
2.2 Lucy Architecture

Lucy works based on the following architectural components:
− Conversational User Interface

The Lucy conversational UI provides the users with an intuitive platform to start
a conversation with Lucy and get answers to their queries.
− Natural Language Processing (NLP)

Lucy uses NLP to interpret what the intent of the user is by breaking it down,
comprehend the meaning, determine appropriate action, and respond to users.
− Context-based Reasoning Ability

Understands the context of a user’s question, identifies the issue and provides
the resolution.
− Extensive Integration Framework

Integrates with multiple enterprise systems and knowledge sources, to ensure
users can rely on Lucy as a single source of information from disparate sources.
Copyright © 2019 HCL Technologies Limited 10 | P a g e

User Guide
3 Getting Started with Lucy

To start interacting with Lucy, a user should have the log in credentials and the URL in place. User
can login to Lucy in the following ways:
3.1 Using Lucy Independently

If Lucy is integrated with your organization’s Single Sign On (SSO) OR Active Directory
Federation System (ADFS), you can use your organization credentials to log in.
If the ADFS integration does not exist, you need the credentials to start interacting
with Lucy.
To do that, please contact your organization’s admin or drop an email to Lucy
Support Group at LucyPSSupport@hcl.com.
Follow the instructions below to understand how to sign in to Lucy.

1. To sign in to Lucy in a Web environment, type the URL in the browser address
bar.
For a seamless experience we recommend using Chrome Ver.49 or above
It redirects the user to its organization’s Active Directory (AD) SSO login page.
Log in using the organization credentials.
2. Enter the organization’s login credentials.
− If the multi-factor authentication is enabled, you are to follow the required
steps as defined by your organization policies.
Steps involved during the authentication on SSO page may vary with the organization policy,
which may include Multi-Factor Authentication mechanisms like OTP generation.
In the absence of ADFS integration, use the credentials shared with you to sign
in to Lucy.
On successful authentication, user is redirected to Lucy chat console where
Lucy greets the user as shown in Figure 1 - Lucy Home Page.

User Guide
Figure 1 - Lucy Home Page

The Home Page allows users to have a conversation with Lucy using either chat,
voice, or images. The users can also customize the view and print the chat
history. This is explained in the below mentioned sections.
3.2 Using Lucy from Cherwell Portal

This section will be filled after discussion with the Cherwell Team.
4 Using Lucy
Once a user is logged in, there are three ways to start a conversation with Lucy.
− Text

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− Voice
− Image upload
4.1 Start a conversation using

− Text-based
a. Type your response in the chat box, as shown in Figure 1 - Lucy and click
to initiate the conversation.
Figure 2 - Using Lucy: Text input
Lucy can accept free form input in the form of text or voice statements.
− Voice
a. To talk to Lucy, click on to expand the menu and select as shown in

Figure 3 - Using Lucy .

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Figure 3 - Using Lucy

b. Click Allow to confirm the use of a microphone.
Figure 4 - Using Lucy: Microphone Confirmation Popup

c. The microphone icon turns green, prompting the user for voice input. Post
which the user can go ahead and talk to Lucy. In this mode Lucy responds
using voice output along with the textual responses.
1. Click to cancel the use of voice input.

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Figure 5 - Using Lucy: Voice Input
− Image upload
Users can upload the image of the issue/query while conversing with Lucy.
a. Click on to expand the menu and click to upload an image. Image

formats supported are .jpg or .png.
b. Once the image is uploaded, Lucy comprehends it and responds as shown in
the Figure 6 - Using Lucy: Image Upload .

User Guide
Figure 6 - Using Lucy: Image Upload
4.2 Providing Feedback

Lucy is constantly learning from its interactions with users to enrich its repository of
knowledge. As a result, after every conversation, Lucy prompts the user for feedback
as shown in Figure 7 - Using Lucy: User Feedback View .

User Guide
Figure 7 - Using Lucy: User Feedback View

Users can provide feedback by:
• Selecting Yes, if Lucy provided the correct response /resolution.
− Users can help Lucy enhance its knowledge by giving suggestions
− Users can also rate the conversation ranging from Excellent to Poor

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Figure 8 - Using Lucy: User Feedback Rating View
• Select No, if Lucy failed to provide a satisfactory response/resolution. DRYiCE

Lucy will then:
− Open a ticket on users’ behalf if Lucy is integrated with a ticketing system or
− Transfer the query to a live agent if Lucy is integrated with a helpdesk chat
system

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Figure 9 - Using Lucy: Negative Feedback View
• Selecting I am not sure, if Lucy provided a partial resolution. DRYiCE Lucy will
then:
− Open a ticket on users’ behalf if Lucy is integrated with a ticketing system or
− Transfer the query to a live agent if integrated with a helpdesk chat system

User Guide
Figure 10 - Using Lucy: Negative Feedback View
4.3 Printing the Chat

User can click on to print a conversation.
5 Lucy User Interface

This section helps you understand the various icons and their functionality in Lucy User Console.
Table 2 - Featured Icons lists the icons/elements present on the Lucy home page.
Table 2 - Featured Icons
Icon Description
Type a query or issue
Click to hear Lucy

Click to view the chat history

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Click to manage the theme and to sign out of Lucy

Click to send a query
5.1 View Chat History

User can view their chat history with Lucy in case they want to revisit historical
queries.
Chat History has the following information about user’s conversations:
− Type of query
− Time
− Query ID
− Resolution Provided
To view the chat history, perform the following steps:

1. On the Lucy top navigation bar , click .
The Chat History window lists all the conversations.

User Guide
Figure 11 - Viewing the Chat History: Chat History List

View
2. Click to view the Chat History and other details such as
− Chat ID
− Date and Time
− Resolution Provided
− User Feedback

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Figure 12 - Viewing Chat History: Chat History Details

3. Click at the bottom of the chat window to print the chat or click to close
the chat.
5.2 Manage Themes

The themes shown here are for illustrative purposes only.
The actual theme that appears in the application may vary based on user
preferences, the selected browser, and the mobile application .
To manage the themes, perform the following steps:
1. Click and then select Themes from the pull-down list.

User Guide
Figure 13 - Manage Themes

It displays all the available themes.
2. Select the theme of your choice.

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Figure 14 - Manage Themes: Available Themes

3. Click PREVIEW to experience the theme. It activates the Theme Preview
window.
a. Click Apply on to activate the theme.

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Figure 15 - Manage Themes: Preview Theme

4. You can also directly apply the theme without preview by clicking on APPLY.
5. Click Close to return to the themes.

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Figure 16 - Manage Themes: Theme Preview

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6 Cherwell OTB Use Cases

These use cases are available only if your Lucy Instance has been integrated with a Cherwell
Instance.
The below Use Case/Scenarios are configured in the LUCY instance of Cherwell. It contains
workflow for each Use Case along with the relevant screenshots.
Table 3 – Usecase 1
Use Case 1 Status of ticket by a ticket number (i.e.) Status of ticket
• User types the ticket number / Incident ID.

• Lucy provides the details of the ticket such as Incident ID, Status, Description, Created By,
Created Date Time and Incident Type
Use Case flow
• To know more details on the ticket. User can click the Incident ID.
• In case, the ticket number is incorrect, Lucy asks the user to enter a valid ticket number
• On successful details submission, Lucy prompts the user for a feedback
Use Case Query
FIGURE 17 – USECASE 1

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Figure 18 - Usecase 1
(cont.)
Lucy’s response:

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Figure 19 – Usecase 1: Lucy

Response
Ticket Details:
Figure 20 - Usecase 1:
Ticket Details
Create a ticket (Incident or Service Request) from the available services in the service
Use Case 2
catalogue
User sends query to open a ticket. Lucy prompts the user to enter a short description of the
issue.
Based on the short description, Lucy classifies the ticket into Service, Category and Sub-
category.
• Scenario 1: User continues with the classification.
Use Case flow − Lucy prompts the user to select the urgency of the issue. Lucy shares the created
ticket with details and prompts the user for feedback.
• Scenario 2: User wants to change the Sub-category of the issue.

− To retain the suggested Category of the ticket but to see other possible options for
the Sub-category of the issue, user needs to click Category button
− Lucy displays the options to change the Sub-category.
− User can then click the corresponding button for the desired Sub-category.

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• Scenario 3: User wants to change the Category.

− To retain the suggested Sub-category of the ticket but to see other possible options
for the Category, user needs to click Sub-Category Button
− Lucy displays the options to change the Category
− User can then click the corresponding button for the desired Category.
− After getting the desired ticket classification, click Continue and follow the steps in
scenario 1.
Use Case Query
FIGURE 21 – USECASE 2
Lucy prompts to enter a short description.

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FIGURE 22 - USECASE 2 (CONT.)

Lucy Response:
Figure 23 - Usecase 2 (cont.)

Lucy displays link to Create Ticket:

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Use Case 3 Historical tickets i.e. Show all my open tickets
• User asks Lucy about ticket history

• Lucy shows the first 5 results and gives an option to show all results
Use Case
• To know more details on the ticket. User can click the Incident ID
flow
• Once the user selects, Lucy provides a detailed summary of the tickets and prompts the user
for a feedback
Use Case
Query
Figure 25 - Usecase 3
Lucy’s response:

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Ticket Details:

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Search for existing knowledge articles from knowledge base/repository i.e. User can search for
Use Case 4
existing knowledge articles that are available to his/her role.
• User enters a search key word, title or description of the issue faced.
Use Case • Lucy shows the user clickable search results.
flow • In case no knowledge articles exist of the name/ description provided, Lucy displays not found
statement and prompts for a feedback.
Use Case Figure 28 – Usecase 4
Query Lucy’s response:

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Use Case 5 Devices / equipment assigned to the user.
• User enters a search key word, title or description of the issue faced.
Use Case • Lucy shows the user clickable search results.
flow • In case no knowledge articles exist of the name/ description provided, Lucy displays not found
statement and prompts for a feedback.
Use Case
Query and
Lucy’s
Response
Table 8 – Use case 6
Use Case 6 Password Reset
• User sends query to Reset password.

• Lucy responds with a clickable search result.
Use Case flow
• User clicks click here.
• Lucy redirects the user to the reset password page.
Use Case Query You can now go ahead and start a conversation with Lucy.

User Guide
7 Signing Out of Lucy

After completing your conversation, sign out from the application.
− To sign out from Lucy, click at the top right corner of the Lucy home page and select
Logout from the drop-down list.
Figure 24 - Signing out of Lucy

You can now go ahead and start your first conversation with Lucy.

User Guide
INDEX
Extensive Integration Framework · 11

A
Active Directory (AD) · 12
F
Active Directory Federation System (ADFS) · 12 feedback · 8, 17, 18, 23

agent · 19, 20 Feedback · 17, 18, 19, 20, 21
Architecture · 11 free-form · 14
authentication · 12
H
C helpdesk · 19, 20
chat history · 13, 21, 22 home page · 21
Chat History · 22 homepage · 13, 22, 38
Chat Id · 23
Chrome · 12 I
cognitive virtual assistant · 10
icons · 21
Cognitive Virtual Assistant · 10
Image · 14, 16, 17
console · 8, 12
input · 14, 15
Context-based Reasoning Ability · 11
conventions · 9
K
conversation · 8, 11, 13, 14, 17, 18, 21, 38
knowledge · 11, 17, 18
Conversational User Interface · 11
knowledge sources · 11
conversations · 10, 22
Customize User Interface · 8
L
E log in · 12
log in credentials · 12
enterprise applications · 10

User Guide
Logout · 38 S
Lucy platform · 8
service desk teams · 11
Lucy User Guide · 8
sign in · 12
SIGN OUT · 21, 38
M
Single Sign On (SSO) · 12
Machine Learning · 10 support · 10
microphone · 15 Support Group · 12
MTTR · 10
T
N
talk · 14, 15
Natural Language Processing · 10, 11 Text-based · 14
THEME · 21, 24, 25, 26, 27
O Themes · 24
output · 15 ticket · 19, 20

typographic · 9
P
U
platform · 11
print · 13, 21, 24 URL · 12
use · 15
use cases · 10
Q
User Console · 21
queries · 10, 11, 22
User Guide · 7
query · 22
query box · 14
V
question · 11
voice · 13, 14, 15
Voice · 13, 14, 16
R
repository · 17
W
Web environment · 12

User Guide
Web-based Console · 8

Lucy User Guide V4.1 Dec Edition

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Copyright © 2019 HCL Technologies Limited 2|Page

1.1 Intended Audience .................................................................................................................... 7

1.2 About this Guide ....................................................................................................................... 7

1.3 Related Documents ................................................................................................................... 7

1.4 Conventions .............................................................................................................................. 8

2 Lucy Overview .................................................................................................................................. 9

2.1 Lucy Benefits ............................................................................................................................ 9

2.2 Lucy Architecture .................................................................................................................... 10

3 Getting Started with Lucy ............................................................................................................... 11

3.1 Using Lucy Independently ....................................................................................................... 11

3.2 When Using Lucy from Cherwell Portal .................................................................................... 12

4 Using Lucy ...................................................................................................................................... 12

4.1 Start a conversation using ....................................................................................................... 13

4.2 Providing Feedback ................................................................................................................. 16

4.3 Printing the Chat ..................................................................................................................... 20

5 Lucy User Interface ......................................................................................................................... 20

5.1 View Chat History ................................................................................................................... 21

5.2 Manage Themes ..................................................................................................................... 23

6 Cherwell OTB Use Cases .................................................................................................................. 28

7 Signing Out of Lucy ......................................................................................................................... 37

Copyright © 2019 HCL Technologies Limited 3|Page

Figure 3 - Using Lucy...................................................................................................................... 14

Figure 4 - Using Lucy: Microphone Confirmation Popup ................................................................. 14

Figure 6 - Using Lucy: Image Upload .............................................................................................. 16

Figure 7 - Using Lucy: User Feedback View ..................................................................................... 17

Figure 9 - Using Lucy: Negative Feedback View .............................................................................. 19

Figure 12 - Viewing Chat History: Chat History Details .................................................................... 23

Figure 13 - Manage Themes ........................................................................................................... 24

Figure 15 - Manage Themes: Preview Theme ................................................................................. 26

Figure 16 - Manage Themes: Theme Preview ................................................................................. 27

Figure 17 – Usecase 1 .................................................................................................................... 28

Figure 19 – Usecase 1: Lucy Response ............................................................................................ 30

Figure 20 - Usecase 1: Ticket Details .............................................................................................. 30

Figure 21 – Usecase 2 .................................................................................................................... 31

Figure 22 - Usecase 2 (cont.).......................................................................................................... 32

Copyright © 2019 HCL Technologies Limited 4|Page

Table 3 – Usecase 1 ....................................................................................................................... 28

Table 4 – Usecase 2 ....................................................................................................................... 30

Table 6 – Usecase 4 ....................................................................................................................... 35

Table 7 – Usecase 5 ....................................................................................................................... 36

Copyright © 2019 HCL Technologies Limited 5|Page

Document Change History

Version No. Version Date Created By

2 16th Dec 2019 Shyam Chugh

Copyright © 2019 HCL Technologies Limited 6|Page

1.1 Intended Audience

1.2 About this Guide

1.3 Related Documents

Copyright © 2019 HCL Technologies Limited 8|Page

2.1 Lucy Benefits

The key benefits Lucy brings to an organization are listed below:

− Quick Issue Resolution

− Reduced Mean Time To Resolution (MTTR)

Copyright © 2019 HCL Technologies Limited 9|Page

2.2 Lucy Architecture

− Conversational User Interface

− Natural Language Processing (NLP)

− Context-based Reasoning Ability

− Extensive Integration Framework

Copyright © 2019 HCL Technologies Limited 10 | P a g e

3 Getting Started with Lucy

3.1 Using Lucy Independently