Interacting with the AI Support Agent

Overview

As part of your Elucidat Create support experience, you have access to an AI Agent. When asked a question, the AI Agent (‘Luci’) will search the Help Center and use generative AI to create a response that directly answers that question. Luci will also provide its sources, giving you the ability to find out more about the topic being discussed.

Opening a conversation with Luci

You can talk to Luci through the chat widget at the bottom right corner of the screen. 

1. On any page in Elucidat Create, open the widget at the bottom right-hand side of the screen.
   
   
2. Select New conversation—Luci will greet you and invite you to ask a question or select a quick option
3. Select one of the options or ask a question

Luci will try and generate an answer to your question. 

Reaching the Support team

You can also talk to the Support team through the chat window. If you‘ve come across an issue with the platform or your question is more complex and requires contextual information, then Luci may not be able to answer your question. If this is the case, it may be best to speak to an agent.

To open a support conversation either:

a. Select Talk to a human at the beginning of the conversation

b. Ask Luci to talk to the support team

Luci uses very few stock custom written answers and will always connect you with Support when asked. You‘ll never be locked into a frustrating cycle of options or prevented from contacting the team. 

Additionally, you can still reach the Support team by contacting support@elucidat.com directly or submitting a request from the Help Center.

Speaking to Support

If you choose to speak to Support, the chat window will be converted into a Support conversation—Luci will stop responding and instead, you can chat directly to the Support agent on the other end.

The agent will be able to see the conversation you’ve had with Luci so far, so if you’ve already asked a question and not received a solution from Luci, the agent can jump right in without you needing to repeat yourself.

Starting a new conversation

You can start a new conversation with Luci, separate from your current thread. This is useful if you’re speaking to a Support agent in your current thread but would like to continue asking Luci questions or if you have multiple conversations open with Support at once.

1. Select the Back button in the chat window header to view your open conversations
2. Select New conversation to open a new thread

When you start a new thread, Luci will greet you again and you can either choose to ask a question or open a new conversation with the Support team.

Using Luci successfully

Here are some quick tips for getting the most out of Luci.

1. Luci uses the articles in the Create Help Center as its source of information, making it best at answering questions about things like:
   • How the platform works
   • How to achieve a certain outcome in Create
   • General advice and tips
   • Feature explanations
2. You shouldn’t need to alter your phrasing too much, you can speak fairly naturally with Luci. The more context you give, the more it can tailor your answer.
3. Luci is able to infer your question intent, even if you use language not commonly used by the tool. However, to avoid any misunderstanding, it’s best to refer to things in Create as they are written in the user interface. 
   For example: ‘Asset Library’ is better than ‘content repository’.
4. Luci may ask for clarification before it gives an answer. If Luci does not answer your question successfully, try re-phrasing it. If you have trouble still, it may be a question better handled by the Support team.
5. Luci cannot access information about you, your colleagues, your account, your Projects etc—it cannot tell you things like your user role or what features you have access to. Contact your account administrator or Support if you’re looking for this information.
6. Keep in mind that Luci supports the Elucidat Create platform; it cannot answer questions about Elucidat Author.