This documentation supports the 19.11 version of BMC Helix Chatbot.
To view the documentation for the previous version, select 19.08 from the Product version menu.

19.11 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 19.11 of BMC Helix Chatbot.

Real-time translation of chatbot conversations

To localize chatbot conversations, administrators can enable real-time translation by leveraging Google Cloud Translation Services or Microsoft Translator Speech API. Enabling real-time translation provides the following benefits:

  • Support for more number of locales when using real-time translation.
  • Eliminate the need to create multiple Chatbot Skills for each language. If you have localized Chatbot Skills, you can continue using them. To support new locales, you can enable real-time translation.
  • Select chatbots for which you want to enable real-time translation. 
  • Easily test real-time translation for chatbot before implementing it in the production environment. 

For more information, see Localizing chatbot conversations by using real-time translation.

Ability to transfer conversations to another chatbot

When you have multiple chatbots for each line-of-business or locale, you can enable automatic transfer of conversations between chatbots, resulting in quicker resolution of issues for the end users. 

The following image is an example of how a conversation can be transferred from the IT Chatbot to the HR Chatbot: 

Administrators must train the IBM Watson Assistant to enable transfer between chatbots. 

Transferring a conversation between chatbots provides the following benefits: 

  • End users do not have to switch to a different chatbot UI.
  • End users do not have to repeat the messages that they sent to the original chatbot. 
  • When transferred to a support agent, the agent receives a transcript of the chat conversation from the latest chatbot. 

For more information, see Configuring the dialog nodes to enable transfer between chatbots.

Support for Automation Anywhere Robotic Process Automation (RPA)

Automation Anywhere Robotic Process Automation (RPA) enables you to create your own bots to automate any business process. As a developer or an application business analyst, you can leverage Automation Anywhere RPA by using the Automation Anywhere connector to automate any task within your application or business process.

The following image illustrates the workflow between the chatbot, the end user, and the summary of the IT Service Management application to reset a password by using the Automation Anywhere RPA:

The Automation Anywhere RPA provides the following capabilities:

  • Reduces the operating costs.
  • Scales on demand and increases business agility. 
  • Requires no changes for existing business processes while implementing Automation Anywhere RPA.
  • Handles the manual, repetitive processes.
  • Provides accuracy and error free execution.

For more information, see  Automating a task or issue resolution by using the Automation Anywhere connector .

Automatic mapping of changes to BMC Helix Digital Workplace Catalog services in BMC Helix Chatbot

End users can leverage services in BMC Helix Digital Workplace Catalog to create service requests from BMC Helix Chatbot. When services are updated and re-imported from BMC Helix Digital Workplace Catalog to BMC Helix Chatbot, you no longer need to map the services again with BMC Helix Chatbot. The changes are automatically updated in BMC Helix Chatbot. Administrators are not required to perform any steps to ensure that the changes are updated in BMC Helix Chatbot.

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

Improvements to chatbot greetings and rating scale order

Administrators can now configure the following chatbot features in the BMC Helix Chatbot UI:

  • Chatbot feedback rating scale order—Administrators can reverse the default order from ascending to descending, as shown in the following image:

  • User name display—Administrators can configure BMC Helix Chatbot so that after an end-user logs in to BMC Helix Chatbot, the chatbot can greet the user by their first name, such as Hello, Britney! The default is the first name and last name.

    For more information, see Setting up chatbots for your line of business.
  • Show All menu—The Show More menu has been renamed to Show All, as shown in the following image:

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