Installation and Configuration
Knowledge Sources Configuration
Adding sources
AI Core portal integrates with various platforms, such as SharePoint, Confluence, external links to the online help platforms, or M42 knowledge bases, consolidating information from multiple sources. For more details, see M42 Intelligence: AI Knowledge Discovery.
Connecting portals
AI Core + Conversational AI URL
Adjusting Look & Feel
Showing the user name in live chat
By default, the chat Agents do not see the name of the person they are chatting with. Each new conversation is entitled by a generated and automatically assigned user number:
The Agent can see the End User name in the live chat when the M42 Enterprise authentication is enabled:
To enable the M42 Enterprise authentication, apply the following configuration:
- In the Conversational AI administrator portal, open Projects → AI Chatbot → Advanced → M42 Enterprise authentication
- Select the Enable authentication checkbox
- In Authentication URL , adjust the following URL by changing the placeholder to your Matrix42 Enterprise instance:
https://{my_Martix42Enterprise_URL}/m42Services/api/userinfo
The configuration forhttps://m42.imagoverum.com/m42Services/api/userinfo might look as follows:
Styling the chat for Self Service Portal
Install Extension
The Matrix42 Enterprise Administrator can install Knowledge Discovery for End Users from the Extension Gallery.
Activate
After installation, the Knowledge Discovery for End Users should be activated and configured via Service Desk → Settings → Knowledge Discovery for End Users.
In Enabled, select the checkbox to activate the extension and fill out the following fields:
- Conversational AI URL
- Agent Console URL
- Installation ID
- Space ID
The Conversational AI URL, Installation ID, and Space ID are available in the individual environment, as described on the Configuring Efecte Chat to ESS page.
The Agent Console URL is a portal where the Agents can browse active chats and chat history. The data from this portal is shown in the Agent Console of the Service Desk → Notifications area.
Knowledge Discovery for End Users configuration in Service Desk Settings
Click Save & Close to proceed.