Start by turning your approved website information into a dependable self-service resource. Lumi is an AI Concierge for small and mid-sized businesses and online stores. It answers website questions from your approved public knowledge, captures leads and provides your booking link. Your team retains a private workspace for reviewing conversations, leads and first-party Customer Intelligence, so repetitive inquiries stop consuming the same amount of attention.
- Lumi answers only from the business’s approved public knowledge; it does not answer before that knowledge has been approved.
- Visitors can use text chat or voice, while automatic multilingual starter questions help them begin.
- The in-chat lead form can collect a visitor’s name, email, company, phone and challenge when lead capture is enabled.
- Lumi can provide your scheduling link, but a booking-start event alone does not confirm that the appointment was completed.
- Your team can review conversations, leads and first-party Customer Intelligence in a private workspace to identify recurring needs.
Replace repeated answers with an approved source of truth
When half the day disappears into repeated questions, the problem is not simply message volume. Customers cannot find a fast, direct answer in the language they naturally use. The right response is to make approved information conversational: visitors ask a question, receive an immediate answer and continue without waiting for a team member to repeat what the business has already documented. This fits into the wider discipline of learning how to understand and capture website customer needs.
Lumi, the AI Concierge for your website, provides that conversational layer. Customer Lumi appears as a floating or embedded text assistant, with a mini-card launcher and plan- and setting-gated voice support. It answers from the business’s approved public knowledge rather than improvising from unapproved internal material. No answer is given before relevant knowledge is approved, which makes knowledge preparation the essential first step—not an administrative afterthought.
This approach is best for questions whose answers are stable enough to publish: what a business offers, how an offering works, which documented policies apply, and what a visitor should do next. Private and internal business knowledge remains distinct from the public knowledge used for website answers. Before publishing source material, make checking customer product wording before inquiries part of the workflow so the concierge and website describe the same offering consistently.
Set up the concierge around what customers actually ask
A useful concierge begins with real business information, not a blank chatbot. Lumi’s website discovery reads up to 25 public pages and organizes the material into pending knowledge items. Your team then reviews and approves what Customer Lumi may use. Website discovery is available when the business has the required trial, plan or company status and has been verified across six businesses.
- Review the public website information that customers rely on, especially offerings, policies and next steps.
- Use website discovery to read and organize up to 25 pages into pending knowledge items.
- Approve the knowledge that Customer Lumi is allowed to use in public answers.
- Add one script tag to the website, or turn on the SHOPLINE App Embed for a connected SHOPLINE store.
- Choose whether Customer Lumi appears as a floating or embedded experience and enable the appropriate text, voice, lead and booking settings.
- Review conversations and unknown questions, then improve the approved knowledge where visitors repeatedly need more clarity.
Installation is intentionally small in scope: a business adds one script tag, and Customer Lumi loads on the site. The script has been verified on six live sites. The website domain must be registered and enabled, and wildcard domains are not supported, so each intended domain should be included explicitly. Online stores using SHOPLINE can instead turn on the app embed and connect synchronized catalog information for product answers.
Give visitors answers in text, voice and useful cards
Customer Lumi supports working text chat, including floating and embedded presentations. Text answers have been verified in 12 languages. Automatic multilingual suggested questions help visitors start without having to decide how to phrase their request, while the conversation remains grounded in approved public knowledge and the business’s tenant configuration.
Customer-facing capabilities
Voice input converts speech to text and has been verified in English, Traditional Chinese, Japanese and Spanish. Audio uses WAV at 16 kHz with a 20 MB cap; occasional Traditional Chinese mishearing has been observed. Voice output supports those same verified languages, with one voice configured per business and language guided through instruction. Teams serving multilingual audiences should test the questions and terminology customers commonly speak, especially after service names change; testing customer language against renamed website services provides the relevant next step.
Rich cards help turn an answer into a clearer visual path. Lumi selects product or offering cards through references to approved knowledge or a connected catalog. Images shown in public cards come only from business-owned sources: the website, merchant uploads or SHOPLINE. Public cards do not use AI-generated images.
Capture the handoff instead of losing the conversation
Automation should not trap a customer in self-service. Lumi’s optional in-chat lead form captures the visitor’s name, email, company, phone and stated challenge. The lead remains connected to the conversation, giving the team more context than a standalone contact form. Working email notifications can be sent to as many as five addresses. Optional high-intent SMS depends on a configured SMS provider.
Lumi can also open the business’s scheduling URL with attribution. This works as a link rather than a universal calendar integration. Lumi records a booking_started event when the visitor begins that journey, but that event means only that the scheduling link was opened. It does not confirm a completed appointment. Calendly webhook and Google Calendar import capabilities are partial, come from an earlier OceSha Ventures system and do not have a verified self-service setup for current Lumi merchants. If confirmed-booking visibility matters, ask whether the calendar source you use is currently supported.
Traffic and follow-up data still require disciplined interpretation. Prompt changes can alter how people begin conversations, making reviewing traffic sources after website prompt changes useful when evaluating a new experience. If source information is absent, preserve that uncertainty instead of guessing; use a consistent method for reporting unknown sources in captured website inquiries.
Use repeated questions as first-party customer intelligence
The operational benefit is not limited to deflecting questions. Lumi records concierge conversations and messages, captures leads and provides first-party analytics called Customer Intelligence in the business’s private workspace. Business Lumi, a private AI assistant, is also part of that workspace. Together, these capabilities help the team inspect what visitors ask, where approved knowledge is incomplete and which subjects lead to a handoff.
This changes the team’s job from answering every occurrence to improving the answer once. A cluster of similar questions can reveal unclear website wording. Repeated requests for an unavailable detail can identify a knowledge gap. A recurring misunderstanding can show that an offering needs a clearer explanation. The conversation record provides the evidence; the team decides what should be clarified and approved.
Choose the right discovery experience
The choice is not always conversational assistance versus a traditional website search. Different information types benefit from different paths, as shown by search versus conversation for finding practice information. Follow-up reporting also needs context: a conversation that includes a complaint is not equivalent to an ordinary sales inquiry. Teams handling mixed-intent conversations should consider assessing sales follow-up when conversations include complaints before combining them in one performance view.
For businesses in Orange County, Los Angeles and San Diego, CA
Busy, competitive markets across Southern California give customers plenty of options to compare online. For local service businesses and online stores, routine questions about availability, pricing, products, service areas and booking can quickly overwhelm a small team. The first practical step is to collect the questions your team answers most often and confirm the approved website pages that contain accurate responses. Lumi can turn that public information into conversational answers, capture interested visitors and direct them to your booking link, while your team reviews conversations and improves the source material over time.
Know what Lumi handles—and where your team remains essential
Lumi is a multi-tenant SaaS AI Concierge for small and mid-sized businesses and online stores. It is a product in the OceSha ecosystem and is powered by OceSha. It is not a separate legal entity; subscriptions and billing are provided by OceSha Inc. OceSha Ventures builds and operates AI-first solutions spanning course creation, branded academies, AI assistants such as Lumi and business intelligence for businesses and organizations.
For connected SHOPLINE stores, Lumi can use synchronized catalog information to answer product questions, help shoppers find products and manage the real store cart. Checkout reference tagging on the SHOPLINE cart is experimental and provides neither confirmed order attribution nor revenue attribution. Teams should evaluate store conversations as service and product-discovery evidence unless a verified implementation supplies stronger commercial attribution.
Lumi supports subscriptions and trials. Plans include monthly AI credits with optional top-ups, and a tested top-up provides 100 credits for $12. Usage should be monitored against the selected subscription and enabled capabilities, particularly when voice is active. If you want to discuss your website, knowledge sources or required connections, contact the Lumi team about your setup.
Install Lumi on your website, approve the information it can use, and give visitors immediate text or voice answers while your team manages leads, conversations and customer intelligence in one private workspace.
Reduce repetitive customer questionsFrequently asked questions
Does Lumi answer questions before our knowledge is ready?
No. Customer Lumi does not provide answers before relevant public knowledge has been approved. Website discovery can organize information from up to 25 public pages into pending knowledge items for review.
Can we decide whether to collect leads?
Yes. Lead capture is optional per business. When enabled, the in-chat form can collect a visitor’s name, email, company, phone and challenge, with email notifications sent to as many as five addresses.
Can visitors speak instead of type?
Yes, when voice is available under the business’s plan and settings. Speech input and voice output are working and verified in English, Traditional Chinese, Japanese and Spanish. One output voice is configured per business.
Will Lumi tell us whether someone completed a booking?
Lumi can open the business’s scheduling link and record that the booking journey started. That event does not prove completion. Confirmed calendar connections should be checked for the specific scheduling service and Lumi setup involved.
Does Lumi work for an online store?
Yes. On a connected SHOPLINE store, Lumi can use synchronized catalog information to answer product questions, help shoppers find products and manage the real store cart. Checkout reference tagging remains experimental and does not provide confirmed order or revenue attribution.
What does our team review after launch?
Review conversations, leads and first-party Customer Intelligence in the private workspace. Look for repeated questions, missing approved information, misunderstood offering names and conversations that need personal follow-up.
The bottom line
A small team should not keep spending its best hours repeating information that is already documented. Put approved public knowledge behind a website concierge, let visitors ask in their own words, and preserve a clear route to human follow-up. Lumi provides that operating model through text and voice answers, lead capture, booking links, connected SHOPLINE assistance and a private workspace for conversations and Customer Intelligence. The decisive work is maintaining accurate approved knowledge and reviewing what customers continue to ask. Automate the repetition; keep people focused on judgment, relationships and exceptions.
Rohan Hall
Founder of OceSha Ventures · AI architect and author
Rohan Hall is a technology entrepreneur, AI architect and author with years of technology experience, now focused on practical AI across business, education, government and global impact. He founded OceSha Ventures, builds the OceSha AI platform and Lumi, and wrote The Convergence of AI and the Top 10 Emerging Technologies.
OceSha Ventures — OceSha Ventures builds and operates AI-first solutions — course creation, branded academies, AI assistants such as Lumi, and business intelligence — for businesses and organizations.
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About this page
It is based on Lumi's current approved product information. Product details come from Lumi's current product capabilities audit (Oct 2026).