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.

Administering

An administrator manages BMC Helix Chatbot to work with BMC Helix Business Workflows and BMC Helix Digital Workplace Advanced. The workflow to administer BMC Helix Chatbot can be divided in four phases—Creating a chatbot, configuring the IBM Watson Assistant Skills, integrating BMC Helix Chatbot with other applications, and performing advanced configurations, such as enabling live chat for users, embedding BMC Helix Chatbot in external applications, and so on.

The following table describes the tasks that you must perform in the specified sequence, the product in which you must perform the task, the description of the action that you must perform, and the reference to the procedure:

Task

ActionProduct

Reference

Phase 1: Setting up BMC Helix Chatbot
1Provide the IBM Watson Assistantworkspace ID in  BMC Helix Innovation StudioBMC Helix Innovation StudioSetting up BMC Helix Chatbot
Phase 2: Setting up multiple specialized chatbots
2

Create a chatbot and configure the conversation Skill ID for the chatbot.

BMC Helix Chatbot

3Customize the chatbot for your line of business.

BMC Helix Chatbot

Setting up chatbots for your line of business

Phase 3: Configuring BMC Helix Chatbot to work with a communication channel, enabling live chat, and enabling localization

4Configure a communication channel for users, such as Slack, Microsoft Office 365 (Teams), Skype for Business on-premises, and SMS, which uses Twilio.
  • BMC Helix Chatbot
  • BMC Helix Platform
  • BMC Helix Digital Workplace Advanced
  • IBM Watson Assistant
  • (Optional) Slack, Microsoft Teams, Skype for Business on-premises, or Twilio
Configuring a chatbot to work with a communication channel
5

Configure BMC Helix Chatbot to provide live chat capability for end users. Users can escalate their issues by using live chats, if BMC Helix Chatbot cannot understand the user's intent or provide sufficient information.

  • BMC Helix Chatbot
  • BMC Helix Platform
  • BMC Virtual Chat
Enabling live chat for users
6Configure real-time translation to localize chatbot conversations
  • Translation service provider
  • BMC Helix Chatbot
Enabling a real-time translation provider for chatbots

Phase 4: Configuring IBM Watson Assistant to work with BMC Helix Chatbot

7

Customize BMC Helix Chatbot to invoke custom actions in a dialog.

IBM Watson Assistant

Customizing the chatbot actions
8

Use the English IBM Watson Assistant Skills to create localized Skills so that end users can chat with BMC Helix Chatbot in a supported locale.

IBM Watson Assistant

Leveraging the English Skills to create localized Skills
9

Configure data that you want to add in a chat context so that BMC Helix Chatbot does not seek answers from the end users.

IBM Watson Assistant

Adding context to a chat conversation by using Person or application data
10

If you are using BMC Helix Chatbot version 18.08 or earlier, configure IBM Watson to include a newly-added dialog Live AgentChat – Login. The dialog enables users to access the topics that are configured in BMC Virtual Chat.

IBM Watson Assistant

Configuring the live chat dialog nodes in IBM Watson Assistant Skills
11Configure the intents and dialog nodes to enable transfer between multiple chatbots.

IBM Watson Assistant

Configuring the dialog nodes to enable transfer between chatbots
12Update the search dialog-node to publish the chatbot response to a user query as answered or unanswered.

IBM Watson Assistant

Updating the search dialog node in IBM Watson Assistant Skills
13Configure the survey dialog nodes to capture feedback provided by end-users for their chatbot experience.

IBM Watson Assistant

Configuring the survey dialog nodes in IBM Watson Assistant Skills
14Configure the MyStuff dialog nodes to enable users to access their asset or MyStuff information from a chat conversation.

IBM Watson Assistant

Configuring the MyStuff dialog nodes in IBM Watson Assistant Skills

Phase 5: Integrating BMC Helix Chatbot with BMC Helix Business Workflows and BMC Helix Digital Workplace Advanced

14

Configure BMC Helix Chatbot to work with BMC Helix Business Workflows and BMC Helix Digital Workplace Catalog so that BMC Helix Chatbot can create cases, request services, or search for knowledge articles on behalf of the users.

  • BMC Helix Business Workflows
  • BMC Helix Digital Workplace Catalog

Enabling integration with BMC Helix Digital Workplace Advanced and BMC Helix Business Workflows

15

(Optional) Enable chat for any BMC Helix Digital Workplace Catalog service by configuring BMC Helix Chatbot, so that users can resolve issues by submitting service requests directly from chatbot conversations. Users are no longer required to submit requests from BMC Helix Digital Workplace Advanced user portal.

BMC Helix Digital Workplace Catalog

Importing chat-enabled services from BMC Helix Digital Workplace Advanced
16

(Optional) Use BMC Helix Chatbot to initiate interactive conversations with users, and present multiple response options for their queries.

  • BMC Helix Chatbot
  • IBM Watson Assistant
Configuring interactive chat options in chatbot conversations
Phase 6: Performing advanced configurations
17Configure cognitive insights so that the chatbot application identifies the user's natural language query and locale to search for relevant knowledge content.
  • BMC Helix Platform
  • IBM Watson Assistant
  • IBM Watson Discovery
Configuring cognitive insights for BMC Helix Chatbot
18Test whether the chatbot is able to understand the conversation context and provide appropriate responses when interacting with users in natural language.
  • BMC Helix Innovation Studio
Testing the chatbot training data to improve predictability
19

Embed BMC Helix Chatbot UI in an application that is not developed on BMC Helix Platform.

  • BMC Helix Innovation Studio
  • index.html file of the application
Embedding BMC Helix Chatbot in external applications
20

Address the personal data protection and privacy requirements for BMC Helix Chatbot associated with the General Data Protection Regulation (GDPR).

BMC Helix Innovation Studio

Addressing BMC Helix Chatbot data privacy requests
Phase 7: Analyzing chatbot usage

21

Track chatbot events to generate usage reports and to check how chatbot is being used by the end users.

BMC Helix Innovation Studio

Tracking and generating chatbot usage reports

22

Create reports based on the raw events in the Telemetry service.

  • BMC Helix Innovation Studio

  • Remedy Smart Reporting

Creating reports for raw events in the Telemetry service
23Analyze and monitor chatbot usage with the help of measurement dashboard.Remedy Smart ReportingBMC Helix Chatbot measurement and usage dashboard
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