Define the behavior of your virtual assistant by specifying the following settings:

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Once you have installed Koji, you might want to check the settings that define its behavior. To do so, click Koji settings to see and modify settings.

Prerequisites

Before you start modifying and using Koji, you must read and accept the End User License Agreement. Click the link to view the document. If you agree with the terms, click the button to accept them. Once it is done, you can refresh the page and start configuring your Koji.

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Settings

There are project and global settings that you can modify.

• Project settings are applied only to the current project.

• Global settings are applied to all projects in your Jira Service Management.

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Contact email

Check the email that is currently associated with your project. This email is used only if we need to send you important information or contact you. You can edit your contact email address by clicking the button.

Project settings

Displaying the chatbot in the portal

By default the chat is disabled. Once you have configured your Koji and tested its performance, you can enable the chat on your portal, so it becomes available for users.

• Enable the Koji display in the portal, so users can interact with the chatbot.

• Disable the display to hide Koji.

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Displaying the chatbot above the ticket options

Select where the chatbot is displayed on the page: place it either above or below ticket options.

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Global settings

Welcome message

Edit the welcome message — the one that users see when they open the chatbot. Feel free to modify it, as you can always restore the default welcome message. To modify the message, click the Edit button.

Bot name

By default your bot is called Koji, but you can change its name. To modify the name, click the Edit button.

• The name must contain only text characters without any HTML formatting.

• We recommend using a relatively short name, so it can fit the chat area.

Feel free to play with the name: you can restore the default name at any moment.

Bot avatar

By default the Koji icon is used as the avatar, but you can change it.

To customize your bot's avatar:

1. Go to Content > File manager.

2. Click Upload in the upper left of the window.

3. Upload a PNG image called kbot_avatar. We recommend using a square image with the size of at least 64 pixels.

Once you have uploaded the image, it is automatically set as a new avatar. Note that the new avatar is displayed in your bot's new answers, while older replies will not be updated.

Anonymous access

You can change the way your virtual assistant addresses anonymous users. By default Koji calls them "dear colleague" or "human". You can set it to "customer", "colleague", or anything that fits your brand.

Also Koji is configured to speak with anonymous users in a given language. You can change it as well by clicking the corresponding language.

Chatting

Enable social chatting, so the assistant can

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have small talks with users and become more friendly. Let Koji discuss informal topics.

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Transferring to a live agent

The Live agents functionality is available on Koji dedicated instances. To learn more about it, view the following:

• https://konverso.atlassian.net/wiki/spaces/DKI: the overview of a dedicated instance and its features;

• Live agents: the page on live agents and corresponding configuration.

Ticket management

Including chat transcript

This option adds a private comment to any ticket created by Koji that includes the transcript of the chat between the user and the bot as well the communication channel used.

Translating ticket types and fields

If enabled, the ticket types and fields will be automatically translated into the language of the user.

Using slot filling

• If enabled, mandatory ticket fields are automatically retrieved during the conversation and the ticket is created by the chatbot.

• If disabled, a user receives a link to the JSM form to create a ticket of the selected type.

Generative AI

This newest Koji feature allows you to enable the use of Generative AI (GPT) to answer the questions of your users in both ways:

• Using the basic GPT model with the knowledge from your FAQ knowledge base;

• Using the basic GPT model with no added knowledge.

Generative AI with GPT using your local FAQ

You can enable GPT (Azure OpenAI) to generate an answer based on your local FAQ knowledge base.

Before using this feature, please sure that you have created and enabled your FAQ. Learn how to create FAQs on this documentation page or by watching our tutorial video: https://www.youtube.com/watch?v=9HnnSGPiq6U.

Step 1: Create and enable your FAQ

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Step 2: Enable Generative AI with GPT (Azure OpenAI) using your local FAQ

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Step 3: Reindex your FAQ content to immediately benefit from Generative AI

Click the Index the data of your local FAQ button to launch the re-indexation process of your FAQ. This step is needed in order to immediately make the content of your FAQ available to GPT. This is also needed if you made changes to your FAQ.

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Note that your FAQ is still automatically re-indexed every night, so if you made changes to the FAQ and you do not re-index manually, the changes will be taken into account after the automatic re-indexation the next day.

Generative AI with GPT

You can enable GPT (Azure OpenAI) to generate an answer based on the knowledge used to train the model.

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Search

Define the list of knowledge bases where your assistant will look for answers:

• A

  Service desk knowledge search: a knowledge base that is associated with your Service Desk. The articles of such a knowledge base are stored in your Atlassian Confluence.

  • FAQ — Language: set your Confluence content to be in a given language.

  • Maximum number of results: set how many results your virtual agent should display.

• Search the local FAQ: an internal knowledge base

  that

  of Koji with quick and easy editing. FAQ provides users with short answers. The FAQ articles are stored in your Koji.

• Google search: searching in Google and returning the best response for a request.

• Microsoft O365 support search: search for answers on O365 topics, leveraging the Microsoft support knowledge base.

• Google G-Suite support

• Enable translation on-the-fly: Kbot can translate both user statements and its own responses to and from the language that is set in your Service Desk (pretty much any language is supported). Note that Confluence articles are returned to users without translating.

To turn on or off a feature, click the Enable or Disable button in a corresponding row.

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• search: the articles are provided by Google support.

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