This article contains the following topics:
Table of Contents
The Configurations page provides provides bot details and includes these tabs – Bot InformationSettings, System Skills, Small TalkNLP Settings, Channels, and Channels. You can set variables Suggested Skills. Configurations that are specific to a bot can be set in a single workspace. Using Configurations, you can simplify the process of how your bot should communicate with the users by defining System Skills and Small TalkNLP Settings. Also, you can connect your bot to various communication channels such as Google Hangouts, We chat, and Web widget. Only the Administrators can access the Configuration page.
To access Configuration, click Bots on the left navigation pane and click Configuration.
Bot
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Settings
The Bot Information tab includes the following details:
- Bot Name: Displays the bot name. The name is set by Serviceaide or your Super Admin when the tenant is created. This can be edited by an Administrator.
- Language: Displays the bot's language. This cannot be changed as it links to how the Natural Language Processing (NLP) engine processes messages from users.
- Status: Displays status of the bot. Setting the status to Inactive makes the bot unavailable in all channels.
- Last Updated On: Displays the date and time when the Bot Information was last updated.
- Last Updated By: Displays the name of the user who last updated the Bot Information. This is for auditing purposes
You can edit the Bot Name and Status using the edit icon. Once you make changes to the values on this tab, click Save to save the changes, else, click Cancel to discard the changes. This section contains Bot Information, Conversation Settings, System Commands, and Messages for your bot. You may set up Conversation timeouts, Messages, and System Skills here. These configurations facilitate interactions between End User and Luma. For more details, refer Bot Settings.
Conversation startup
This section is used to customize how the end-user sees data when a search is initiated in Luma Virtual Agent. Use the section to define your organization-specific data presentation flow when Luma identifies matching skills, Knowledge or/and catalogs. For more details, refer to Conversation Startup Configuration.
Knowledge & Services
This section is used to customize the way Luma Virtual Agent delivers knowledge and services to the end user. As an administrator, you can configure the representation preference for your organization and customize the messages and suggested skills displayed to the end-user as part of topic or result selection when knowledge and services are delivered together. For more information, refer to Knowledge & Services Settings.
Presentation Templates
The section customizes how Knowledge Articles, Skills, and Service Catalogs are presented to the end user. Here, you can manage the card configurations and messages displayed in the conversation. For more information Presentation Templates.
NLP Settings
Natural Language Processing (NLP) is a component of Artificial Intelligence (AI) that helps computers analyze and understand human language. In the Luma Virtual Agent platform, NLP helps the bot to understand a user's phrase and match it to a skill or helps parse user input to populate an attribute using synonyms. During the process of matching the user phrase, the NLP module calculates the probability or confidence score of each Skill and Attribute value. For more information, see refer NLP Settings
System Skills
System Skills are out-of-the-box skills which are available to the users when a new tenant is provisioned. The System Skills tab includes the following details:
- Welcome Skills
- What Can You Do
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With each release, Serviceaide may update the out of the box system skills. If you have made changes to the System Skills, your custom System Skills will remain as is and not be updated. If you have not edited the System Skills they will be updated automatically. |
Welcome Skill
The Welcome Skill creates a welcome experience for users and helps communicate all the requests that the bot can assist with. The Welcome Skill includes User Phrases and Welcome Messages. User Phrases are the various ways the user is expected to converse with the bot when the conversation begins. Welcome Messages are the greetings sent back to the user. Examples of User Phrases include 'Hi', 'Hello', and 'Welcome'. While an example of a Welcome Messages is 'Hello and welcome. I'm Luma your Virtual Support Agent. I'm here to help!'.
An Administrator can create a welcome experience by defining various phrases and messages as required, and can also edit the existing phrases.
- To define user phrases and welcome messages, do the following:
- Type the phrase in the Enter Possible user Phrases row in the User Phrases section and press the Enter key.
- Type the welcome message in the Enter Welcome Message row and press the Enter key.
- To delete a user phrase or welcome message, hover over the row which you want to delete and click the Delete icon.
- Click Save to save the phrases and messages.
The following image shows how the welcome skill appears:
What Can You Do
In this section, you can define a phrase which the user is expected to utter when they ask for help or ask what the bot can do. You can add new phrases and edit existing phrases. During the conversation, when the user enters phrases specified in 'What can you do', the suggested skills are displayed in response.
While Welcome skill is comprised of user phrases and welcome messages, 'What can you do' contains only user phrases.
- Type the required phrase in the Enter Possible User Phrases row.
- Hover over the row and click the delete icon to delete a row.
- Click Save to save the phrase.
Small Talk
Small Talk is a casual form of conversation that makes your bot seem intelligent and allows an organization to give their bot a personality that aligns to their culture. Small Talk is a set of common phrases that are not related to any skill. Out-of-the-box Small Talk is available for each bot and an Administrator can customize the responses to meet their unique needs. Both the Phrases and responses sections of a small talk question/name are editable.
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To define the phrases and responses for Small Talk, do the following:
- Click the Small Talk topic header to expand and view the subsequent questions, phrases, and answers. Each header includes a number of common questions or statements that users say to bots. Each question has a name, the user phrases that trigger it and the responses that are sent to the user. For example, the Courtesy topic includes responses for 'That's bad', That's great' or 'Thank you'. You can adjust the phrases that trigger this question/statement and the responses that will be communicated.
- To edit existing phrases or add your own custom phrases
- Type your phrases in User Phrases and hit enter
- Hover over existing rows and click the delete icon to delete a row
- Click Save to save the phrases
- To edit existing responses or add your own custom responses
- Type your response in the Responses row.
- Press the Enter key to add another row.
- Hover over the row and click the delete icon to delete a row.
- Click Save to save the responses.
- You can enable or disable entire topic sections of Small Talk based on your organization's needs.
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Changes to Small Talk will require running the Build & Publish Skills process. |
The following image shows the conversation based on the Small Talk configuration:
Channels
The Channels tab shows all available Chat tools that your bot can be integrated with.
For more detail on configuring chat channels, refer to the following topics.
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Channels
The Channels tab shows all available Chat tools that your bot can be integrated with.
For more detail on configuring chat channels, refer Configure Chat Channels.
Suggest Skills
This section defines Suggested skills for your Tenant that are used to highlight certain capabilities. These are the custom skills that are recommended to an end-user by Luma, once system skills are executed. As a Tenant administrator, you can configure a list of available Custom skills for default groups available in Luma and set the display order in which the options should appear.
For more details, refer to Customize System Skills behavior.
Feedback Survey
This section is used to configure the Satisfaction survey and Feedbacks sent to the end-user upon a skill execution. Here, you can enable and create a tenant-specific Customer Satisfaction Survey sent to the end-user when they converse with the virtual agent or the Support agent. for more information refer to Customer Feedback and Satisfaction Survey
