This documentation supports the 20.02 version of BMC Helix Chatbot.
To view the documentation for the previous version, select 19.11 from the Product version menu.

20.02 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 20.02 of BMC Helix Chatbot.

The following video (2:21) provides a summary of the some of the new features and enhancements in BMC Helix Chatbot version 20.02: 

 https://youtu.be/3qUJGYZu5gw

BMC crawler to include articles from Remedy Knowledge Management in IBM Watson Discovery

To include articles from Remedy Knowledge Management in cognitive insights, you can use the BMC crawler, an easy way to crawl articles from Remedy Knowledge Management. You can include the crawled articles in cognitive insights provided by BMC Helix Chatbot or any other custom application. 

After you install and configure the BMC crawler utility, it creates an environment and data collection in your IBM Watson Discovery instance automatically. After crawling, the Remedy Knowledge Management articles are automatically added to the data collection. 

The BMC crawler utility supports only Remedy Knowledge Management data for now and is not a generic crawler for any other database or file system. For more information about installing and configuring the BMC crawler, see  Installing and configuring the cognitive search data crawler for Remedy Knowledge Management articles .

The following image is an example of the collection created in IBM Watson Discovery and the number of articles crawled from Remedy Knowledge Management:

Out-of-the-box chatbot dashboard

BMC Helix Chatbot provides an out-of-the-box dashboard that displays reports on the usage metrics. The usage metrics help you to determine the overall performance, effectiveness, and return on investment (ROI) of the BMC Helix Chatbot implementation.

The dashboard displays the following metrics of a chatbot:

  • Number of unique users report that displays the number of users who used the bot.
  • Total number of conversations report that displays the number of conversations between the user and the bot. 
  • Number of Queries Answered /Unanswered by the bot report that displays the number of queries answered or unanswered by the bot.
  • Most Asked Queries, that displays the frequency distribution of intents asked to the bot.
  • Successful Transfer to the Agent by Bot report, that displays the number of conversations held with the bot and the ones transferred to the live agent. 
  • Chatbot rating count report that represents customer feedback on chatbot, for example, bad, good, and excellent.

For more information on the out-of-the-box measurement dashboard, see BMC Helix Chatbot measurement and usage dashboard.

The following image is of out-of-the-box dashboard that displays reports on usage metrics.

Chat enhancements for ease of use

BMC Helix Chatbot provides flexibility to end users to receive chat transcripts, and upload attachments in their chat conversations.

Receive a chat transcript via email

At any time during a chat conversation, end users can request for the transcript of that chat and receive this transcript on the registered email ID. The end user can use the transcript whenever required. For example, for a recurring issue such as a connectivity problem, instead of submitting a new request every time the issue occurs, the user can refer to the transcript of the first chat that the user had to resolve the connectivity problem.

A chat transcript consists of the entire conversation, and other details such as date, time, and name of attachments, if any.

For more information about getting a chat transcript, see the following topics:

Upload attachments related to a request in a chat conversation

During a chat conversation with a support agent who uses Support Agent Console of BMC Virtual Chat, an end user can upload an attachment to the chat. For example, the end user can upload medical bills, airline tickets, marriage certificate, and so on, as required.

For more information about attachments in a chat, see Using live chat to escalate issues to support agents.

Create reports based on raw events in the Telemetry service

Administrators can create reports based on raw events in the Telemetry service by using Remedy Smart Reporting. Using these reports, application business analysts can measure out-of-the-box or custom metrics of a chatbot.

For more information about creating reports for raw events, see Creating reports for raw events in the Telemetry service.


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