This documentation supports the 19.08 version of BMC Helix Chatbot.
To view the documentation for the previous version, select 19.05 from the Product version menu.

19.08 enhancements

BMC Helix Chatbot provides a self-service solution for users to resolve their issues. It provides support by interacting with users through natural language, understanding the conversation context, and performing tasks on behalf of the user.

This section contains information about enhancements in version 19.08 of BMC Helix Chatbot.

Enable users to access their MyStuff information in BMC Helix Digital Workplace Advanced from a chat conversation

As an application business analyst, you can now enable BMC Helix Chatbot users to access their asset or MyStuff information in BMC Helix Digital Workplace Advanced from chat conversations. In a chat conversation, users can view the asset groups and assets. Users can also view the actions that they can perform on an asset. For example, for a laptop, a user can report an issue or request for a repair.

The following image provides an overview of how you enable users to access their asset information:

This ensures that BMC Helix Chatbot has access to more information about a user's assets and provides a better user experience.

For more information, see Importing chat-enabled services from BMC Helix Digital Workplace Advanced.

Cognitive routing of chats to subject expert agents 

To improve the live chat experience for end users, BMC Helix Chatbot provides the capability to automatically route chats to subject expert agents who can quickly and effectively resolve the user's queries. The chatbot analyzes the user's natural language and the chat conversation and determines the best support queue to route the chat to. To ensure cognitive routing of chat, an administrator or application business analyst can configure the topics and map the support agents to the topics. 

For example, an end user requests the chatbot to give access to an application. The chatbot is unable to resolve the issue, and the end user escalates the chat to a live agent. If support queues are configured, the chat is automatically routed to agents who are experts in handling access and connectivity-related queries. 

For more information, see Enabling live chat for users.

Extractive summaries of chatbot and end-user conversations

When a chat is transferred from the chatbot to a live agent, a summary of the chatbot and end-user conversation is provided to the agent to help accelerate resolution by quickly understanding the end user’s issue. This capability uses the BMC Helix Platform summarization service. The summarization service is an optional service that requires the purchase of BMC Helix Cognitive Automation. In the absence of the summarization service, the agent only receives the chatbot and end-user transcript of the conversation. For more information, see Enabling live chat for users.

Improve chatbot responses by enabling disambiguation

You can reduce ambiguity in a chatbot conversation by enabling a chatbot to provide Did you mean options to the end users. These options are typically presented to the end users when the chatbot is unable to identify the users' exact query. For each service request, you can add an appropriate request clarification phrase. You can also add the None of these option that users can select if their request does not match any of the options provided by the chatbot. 

You can enable disambiguation only if you have the Plus or Premium plan of IBM Watson.

The following example shows how a chatbot responds before and after enabling disambiguation:

Example of disambiguation for end users

If the end user selects the None of these option, the chatbot searches for knowledge articles related to the user's request.

For more information, see Importing chat-enabled services from BMC Helix Digital Workplace Advanced.

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