Adding a chatbot and conversational capabilities to your application
BMC Helix Platform provides a chatbot framework that enables you to add a chatbot and include conversational capabilities in your application. The chatbot framework uses the IBM Watson Assistant service that helps your application to interact with users through natural language; to understand the conversation context; and to perform tasks on behalf of the user
When an end user uses a chatbot application, the user need not learn how to use a specific application; because all the interaction is done through conversations. By eliminating human intervention for certain tasks and by providing easy-to-find information, the framework helps reduce your company's costs and resources.
To understand the chatbot framework architecture, see Chatbot framework architecture.
Workflow for adding a chatbot to your application
The following image illustrates the end-to-end process for using the chatbot framework in your application. It describes the personas involved, steps required, and the tools for using the chatbot framework.
Adding a chatbot to your application involves the following tasks:
Create Skills in IBM Watson Assistant.
Note: The IBM Watson Assistant capability to invoke a Search skill is not supported with BMC Helix Chatbot.
BMC recommends you to use the cognitive insights search capability. For more information, see Configuring cognitive insights for BMC Helix Chatbot.
|Creating IBM Watson Assistant Skills|
|2||(Optional) Integrate with a collaboration service that provides chatbot.||Integrating with a collaboration service|
|3||(Optional) Create a chat listener and register the listener to receive chat context.||Creating a chat context listener|
(Optional) Create process and actions that can be called in a dialog defined in the skill.
|Creating processes and actions for dialogs|
|5||Create a configuration for your application so an administrator can use the configuration to configure your chatbot application.||Creating a chatbot configuration for an application|
|6||Test your application by performing step 8 so that you can verify your chatbot application is working with user communication client services, such as Slack, Microsoft Teams, Skype for Business on-premises, and SMS, which uses Twilio.||None|
|7||Package and deploy your application.|
The following video (9:20) demonstrates how to extend BMC Helix Chatbot by using BMC Helix Innovation Studio.
To enable Remedy Single Sign-On OAuth 2.0 in your chatbot application