Reduce phone calls about website information by letting Lumi answer visitors from your approved knowledge

Why information on a website still generates phone calls

A website does not automatically make its information easy to retrieve. Visitors may use different words from the navigation, overlook the right page, or want a direct answer instead of reading several sections. Lumi addresses that retrieval problem as an AI Concierge: it lets visitors ask a question in ordinary language and receives an answer drawn from the business’s approved public knowledge.

This is the practical distinction between publishing information and making it accessible. A service description, policy, product detail, or process can be present on the site and still be difficult to locate. Lumi gives that information a conversational interface through text chat, a mini-card launcher, or a floating or embedded experience. For the broader process of finding what visitors need and turning those needs into usable website knowledge, see how to understand and capture website customer needs.

The goal is not to block every phone call. It is to handle questions that already have an approved answer while preserving human contact for situations requiring judgment, follow-up, or information that has not been published. That division matters: routine retrieval belongs in the concierge, while exceptions and personal assistance belong with the team.

Build the answer layer from information you already have

Lumi starts with website discovery. It reads up to 25 public pages and organizes the content into pending knowledge items. The business reviews and approves that material before Customer Lumi uses it in answers. Discovery has been verified across six businesses, and the approval stage keeps the team in control of what becomes visitor-facing knowledge.

Testing everyday language is essential. Visitors may ask for a familiar outcome while the website uses a formal service name. They may also use an old name after the business has renamed an offering. Testing customer language against renamed website services helps distinguish a genuine knowledge gap from a wording mismatch that prevents the right answer from being retrieved.

Give visitors direct answers instead of another search task

Customer Lumi’s text chat answers from approved public knowledge and has been verified in 12 languages. It also generates automatic multilingual starter questions, giving visitors useful ways to begin without requiring them to formulate the perfect prompt. That combination is important for repetitive calls: the visitor gets a direct conversational route to information instead of being told to search the website again.

Rich cards can make an answer easier to act on by presenting the relevant product or offering visually. Public cards use only business-owned imagery from the website, merchant uploads, or a connected SHOPLINE store; Lumi does not generate images for those cards. If customers use inconsistent product terms, checking customer product wording before responding provides a useful next review step.

The same distinction is particularly relevant when a site contains dense professional information. The question is not simply whether search exists, but whether a visitor can retrieve a clear answer without interpreting several pages. The comparison between search and conversation for legal-practice information illustrates that broader information-access decision.

Use conversation patterns to remove the cause of repeat inquiries

Reducing repetitive contact is an ongoing knowledge-management task, not a one-time installation. Lumi stores concierge conversations and messages, along with first-party website journey information for sites where it is installed. Customer Intelligence receives Lumi interactions, leads, voice use, AI analysis, visitors, sessions, page views, attribution, and booking-start events. These records help the business see what people asked, the pages they visited, and where the available knowledge did not complete the journey.

Review unfinished conversations carefully. A visitor’s wording may reveal that an answer needs a clearer explanation, a missing condition, or a better follow-up question. Reviewing clarification wording in unfinished website conversations is the right next step when conversations repeatedly stall even though the underlying topic is present in the knowledge base.

Source data also needs interpretation. When an inquiry has an unfamiliar or missing origin, investigate it rather than attaching an unsupported explanation. Reporting unknown sources in captured website inquiries keeps source analysis grounded in the records available. After changing prompts or placement, reviewing captured traffic sources after website prompt changes helps the team assess the new pattern without confusing correlation with a confirmed cause.

Create a clean handoff when the answer is not enough

Some visitors need a person even after receiving the correct information. Lumi provides two structured handoffs: optional lead capture and a scheduling link. The in-chat inquiry form stores name, email, company, phone, and challenge. Lead records can also carry the visitor’s goal, timeframe, intent, meeting request, recommended solution, AI summary, transcript, language, and source, with translated content where applicable.

Lead notification emails can be sent in the recipient’s language to as many as five addresses. Optional SMS notifications are available for high-intent leads. Inside the workspace, the Prospects list shows captured inquiries with meeting indicators, and conversations can be marked as test, spam, internal, or irrelevant.

For scheduling, the business supplies a scheduling URL, and Lumi opens it with attribution while recording that booking was started. A booking-start event records the handoff, not a completed appointment. Confirmed meetings appear only when an active calendar source supplies them. Self-service setup for the existing Calendly webhook and Google Calendar read connection has not been confirmed for new Lumi businesses, so discuss the required calendar setup with the Lumi team.

Know where connected commerce helps—and where it stops

For a connected SHOPLINE store, Lumi uses synchronized SHOPLINE catalog information to answer product questions and help shoppers find products. Cart actions work on the SHOPLINE storefront through the app embed. A shopper can add or modify quantities from 1 to 20 per action, and Lumi confirms each change by reading the cart back. If an action fails, the previous display remains and the visitor receives a short retry message.

SHOPLINE remains responsible for the commercial transaction. Lumi does not calculate discounts, taxes, totals, or shipping. Any discount shown comes directly from the SHOPLINE cart response. Checkout is opened through the store’s cart permalink, while SHOPLINE handles payment and creates the order. Lumi stores no cart and receives no order record.

These boundaries reinforce the right operating model: use Lumi to retrieve approved information, guide product discovery, and create a clear handoff. Keep transaction completion, order service, and unsupported business processes with the systems and staff responsible for them.

What to expect from Lumi and the OceSha ecosystem

Lumi is an AI Concierge in the OceSha ecosystem and is also the AI Concierge for OceSha.ai. It is powered by OceSha. OceSha Ventures and its AI-first solutions build and operate course creation, branded academies, AI assistants such as Lumi, and business intelligence for businesses and organizations.

Lumi supports subscriptions and trials. Subscription plans include monthly AI credits, and optional credit top-ups are available; a tested top-up provides 100 credits for $12. Lumi is a product rather than a separate legal entity, and OceSha Inc. is the billing seller.

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