Koukou AI in support — A question about Sphere? Koukou answers first, then the team.
Write to the Comunik team from the Chat. Koukou answers in your sphere's language and hands over to a person when it doesn't know, or as soon as you ask. This support is opening now, sphere by sphere.
Ask
From the first message to the resolved conversation.
Five moments, in the "Comunik Team" conversation pinned at the top of your Chat.
1. You write
A question, in the Chat
The conversation with the Comunik team is pinned in your Chat. You write in it as you would to a colleague.
- Pinned in the Chat
- From the web or the phone
2. Koukou answers
A short answer, first
Koukou answers in your sphere's language, French, Arabic or English. It must never make up a price, a date or a contract.
- Under 200 words
- French, Arabic, English
3. You ask for a person
"Talk to a person"
The button stays within reach while Koukou answers. Writing "talk to a human" works too, in French, English or Arabic.
- A button, always visible
- Or the phrase, in three languages
4. The team takes over
A person answers
A member of the Comunik team takes the conversation. Koukou stays quiet until the end.
- Assigned to a person
- Koukou stays quiet
5. Sorted
Conversation resolved
The team marks the conversation resolved. You say whether the answer helped.
- Resolved, dated
- Your feedback, in one click
Hand over
When Koukou doesn't know, it says so and hands over.
Four reasons send the conversation to a person. The team sees the reason; you never see the reason or the AI's confidence.
- It can't answer
- You ask for it
- You're a priority customer
- An agent takes over
Team side
A separate queue
for what Koukou handles.
For the support team, and for our partners who support their own customers: the queue filters conversations handled by AI, and "Take over" silences Koukou in one click.
- The "Handled by AI" queue
- An AI badge on each line
- "Take over"
- Back to Koukou once resolved
- The share Koukou resolved
- "No hand-over to a person"
Teach
A good agent answer becomes one of Koukou's answers.
In three moves, from the conversation. The text is cleaned before it's sent.
On an agent's answer, the ⋯ menu offers "Teach the assistant".
Search
The Help button on every page of Sphere.
A lifebuoy at the bottom of every page: read the documentation, report a problem, contact support. On a sphere where it's open, Koukou also answers questions about Sphere there.
- Sphere's documentation
- Report a problem
- Contact support
- Koukou, on an open sphere
On the phone
The same exchange, on iOS and Android.
The conversation with the Comunik team follows you on the phone, with "Talk to a person". For the team, the queue and "Take over" are there too.
- The pinned conversation
- "Talk to a person"
- The team's queue, "Take over"
What it doesn't do yet
What's missing, said plainly.
Read attachments
Koukou only answers text. An image or a file goes to the team.
Not yet.
Cite its sources
It answers from its knowledge base, without saying which answer it used.
Not yet.
An unlimited knowledge base
Its base holds 50 sources at most. It grows from the answers the team teaches it.
50 sources at most.
Settings on screen
Koukou's mode and confidence threshold are set at Comunik, not in your sphere.
Requested from our team.
Questions
What we get asked about support.
The answers describe support as it is in the code today.
A question before support opens?
Our team will tell you when support in the Chat opens for your sphere.