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.
| Table of Contents |
|---|
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.
...
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.
...
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 chatbot Koji display in the portal, so users can interact with the chatbot.
Disable the display to hide Koji.
...
Displaying the chatbot
...
above the ticket options
Select where the chatbot is displayed on the page: place it either above or below ticket options.
| Note |
|---|
This setting is available only for the Cloud version. |
...
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.
| Info |
|---|
For more information, see the Welcome message page. |
...
. |
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 have small talks with users and become more friendly. Let Koji discuss informal topics.
...
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.
| Note |
|---|
This feature has been tested and is the most stable with English and French. Beware that using asking questions in other languages may not result in satisfying answers. |
| Info |
|---|
If you would like to benefit from more advanced features, please contact Konverso via this link: Contact Us. |
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.
| Info |
|---|
Konverso uses the Azure OpenAI service to ensure the protection of customers' data. Please refer to this page: https://learn.microsoft.com/en-us/legal/cognitive-services/openai/data-privacy for more information about Azure OpenAI’s data protection policy and security. |
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
...
Step 2: Enable Generative AI with GPT (Azure OpenAI) using your local FAQ
...
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.
...
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.
| Info |
|---|
If you would like to use Generative AI with your Confluence content, please contact Konverso via this link: Contact Us. |
Generative AI with GPT
You can enable GPT (Azure OpenAI) to generate an answer based on the knowledge used to train the model.
...
| Info |
|---|
Note that only knowledge prior to 2022 is available. |
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.
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 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 search: the articles are provided by Google support.
...
| Info |
|---|
Konverso offers more search capabilities. If you want to find out more options or you want to fine-tune the existing ones, please, contact us. |
...