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.

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
5Create a configuration for your application so an administrator can use the configuration to configure your chatbot application.Creating a chatbot configuration for an application
6Test 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
7Package and deploy your application.

Deploying the custom code-based applications to development environments

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

See  Configuring OAuth 2.0 .

Related topics

Configuring a chatbot to work with a communication channel

Configuring IBM Watson Assistant to work with BMC Helix Chatbot

Enabling live chat for users


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