Lucy and Zoom
INTRODUCTION
With the Zoom Chat, users with named Lucy accounts can ask questions and receive Lucy’s Synopsis response directly within Zoom. These Synopsis responses include source accreditation, links to documents, and the ability to see the full result set within the native Lucy environment.
Figure 1 – Lucy Synopsis in Zoom.
INSTALLATION
To access Lucy in Zoom first an administer within your Zoom environment must first configure the Zoom Bot following the Set-up Lucy Zoom Bot.pdf. For questions and installation support please reach out to your Lucy Customer Success Manager.
ASKING LUCY
To begin asking Lucy questions click the Lucy App icon within the Zoom Apps list and it will open a chat window. Once asked Lucy will search across all available sources and return a single Synopsis response, source accreditation, and a link to Lucy to see the full results.
By default, the Lucy response will reflect your individual source permissions and preferences. For more information reference the Additional Configuration section.
LUCY RESPONSES
Lucy responses include 3 components.
- Synopsis Response
The Synopsis response is generated using natural language generation based on context from the relevant content. - Source Accreditation
Lucy displays the files, page, number, and link when available. For content within SharePoint Lucy will link directly to the document. - Link To Lucy
You can view the full answers, provide feedback, and browse other relevant results by clicking the See More in Lucy button.
Disclaimer
Every Synopsis response includes a disclaimer that it is machine generated. It is recommended to always validate your Synopsis response with the linked source accreditation.
Figure 3 – Lucy Response in Zoom
LUCY IN GROUPS
You can also ask questions of Lucy within your Zoom group chats. To trigger Lucy, type the slash command configured for your company (example “/Lucy”), then space, then your question. The slash command will be customized during configuration with the client in the Zoom team bot application, although be aware that slash commands are global across Zoom and some commands may be reserved. Zoom does not show the question which is being asked in the chat window. As a result, the Lucy bot repeats the question the user asked in a message so that other users in the channel get appropriate feedback as to what is happening.
Figure 4 – Lucy within Group Chat
Please note, Zoom does not allow the Lucy application to be added to Zoom Meeting chat.
ACCOUNT NOT FOUND
Users are required to have an active named account within your Lucy instance to access the platform. If their account is not found, you will receive a specific error message. The account not found message may be configured per client.
NO SYNOPSIS AVAILABLE
Certain questions may result in no Synopsis response, for example when specific question and answer pairs are trained in Lucy (e.g. a PowerBI or Tableau question). If there is no Synopsis response available, Lucy will display a message “Here is what I could find” along with a link to the three most relevant results.
Figure 5 – Lucy on Mobile
LUCY ON MOBILE
With the Zoom iPhone and Android application you can take Lucy with you on the go. Simply open your Zoom application, navigate to Contacts, toggle over to Apps, and select the Lucy app to begin asking questions.
ADDITIONAL CONFIGURATIONS
Synopsis Verified Only
By default, Lucy Synopsis is allowed to generate content from the top 10 results. With the Synopsis Verified Answers Only feature enabled, Lucy will only use Verified answers when available to generate her response.
Allow GPS Synopsis Responses
By default, Lucy will not provide a Synopsis response when a Natural Language Intent result is found in the top 10 results (e.g. PowerBI, Tableau, Tastewise, BlackSwan, etc.). However, with the GPS Synopsis Responses feature enabled, Lucy will respond with a Synopsis answer even if a structured GPS response is present.
Synopsis Group Chat Responses
Lucy Synopsis can be made available within group chats. In some Lucy instances with extra access control requirements, it may be advised to disable this functionality. With the Group Chat Responses feature disabled, end users will not be able to receive Synopsis responses in group chat scenarios. If enabled, Lucy will response based on the individual who has asked the question source permissions and preferences, unless the Group Chat Default Role Only feature is enabled (for more information see below).
Group Chat Default Role Only
By default, Lucy will respond to a user with their personal permissions for sources, including in group chats. In cases where multiple users in chat have a different level of source access, Lucy will respond based on the source level of the user who has asked the question. If you would like to restrict Lucy’s responses to only content that is available to all users (i.e. the Default Role) within a chat, you can enable the Group Chat Default Role feature.
Please reference the table below explaining the difference between Group Chat settings.
Feature | ON | OFF |
Group Chat Responses | When this setting is ON, Lucy will respond to Group Chat Mentions with a Synopsis response. | When this setting is OFF, Lucy will respond to Group Chat Mentions with a link to ask in Lucy. |
Group Chat Default Role Only | When this setting is ON, Lucy will respond to Group Chat Mentions with a Synopsis that uses the sources available to the Default Role only. | When this setting is OFF, Lucy responds with the access level of the user who asked the question if Group Chat Responses is ON; otherwise, Lucy will respond to Group Chat Mentions with a link to ask in Lucy. |