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.

BMC

BMC Helix Chatbot 20.02

All versions
Use BMC Helix Chatbot to enable your end users to request services and resolve their issues in a conversational interface. Using natural language, BMC Helix Chatbot can report issues, create requests and cases, or search for knowledge articles on behalf of the users.


Release notes and notices
updated 19 May

Consult the following table for a list of notices and information about what's new in BMC Helix Chatbot.

Tip

To stay informed of changes to this list, click the  icon on the top of this page.

Related release notes

Release notes and notices

Updates

The following updates have been added since the release of the product:

Date

Version

Summary

May 19, 2020Patch 1 for 20.02

This update includes defect fixes and the following enhancement:

  • Ability to cancel a live chat request.
February 21, 202020.02

BMC Helix Chatbot includes the following enhancements:

  • Improved cognitive insights crawler to include articles from Remedy Knowledge Management.
  • Chatbot measurement dashboard which displays the out-of-the-box reports on the usage metrics.
  • Chat enhancements for ease of use.
  • Create reports based on raw events in the Telemetry service.
November 22, 201919.11

BMC Helix Chatbot includes the following enhancements:

  • Real-time translation of chatbot conversations.
  • Transfer a chat conversation from one chatbot to another.
  • Configurable chatbot feedback rating scale order.
  • Support for Automation Anywhere Robotic Process Automation (RPA).
  • Ability to configure how a chatbot addresses the user—by first name, last name, or both.
October 10, 2019Patch 01 for 19.08This update includes defect fixes.
August 22, 201919.08

BMC Helix Chatbot includes the following enhancements:

  • Enable users to access their asset information in BMC Helix Digital Workplace Advanced from a chat conversation.
  • Cognitive routing of chats to subject expert agents.
  • Provide extractive summaries of chatbot and end user to agents.
  • Enable chatbot to provide Did you mean options to the end users.
May 31, 201919.05

BMC Helix Chatbot includes the following enhancements:

  • Improved BMC Helix Chatbot web UI for better user experience.
  • Support for Microsoft Teams and Skype for Business on-premises as a chatbot channel.
  • Leverage BMC Remedy Smart Reporting capabilities to generate chatbot usage reports.
  • Support for attachment questions and dynamic answers in service requests from a chat.
  • Support for providing feedback using BMC Helix Chatbot User Survey.
February 21, 201919.02

BMC Helix Chatbot includes the following enhancements:

  • Utilize multiple chatbots for each line of business.
  • Track chatbot events to derive usage metrics.
November 30, 201818.11

BMC Helix Chatbot includes the following enhancements:

  • Enhanced wizard to configure BMC Helix Chatbot for BMC Helix Digital Workplace Advanced service.
  • Live chat enhancements.
October 18, 2018Patch 01 for 18.08

BMC Helix Chatbot includes the following enhancement:

  • BMC Helix Platform supports Identity and Access Management (IAM) API key based authentication for configuring the cognitive service.
September 14, 201818.08

BMC Helix Chatbot includes the following features:

  • Localization of BMC Helix Chatbot messages in select languages.
  • Configuration of application data for use in context of a chat conversation.
  • Ability to embed the BMC Helix Chatbot UI in applications that were not developed on BMC Helix Platform.
  • See also Deprecated features .
July 29, 201818.05: Update 01This release includes fixes for known issues.
June 6, 201818.05

BMC Helix Chatbot includes the following features:

  • Enable users to submit service requests from BMC Helix Chatbot conversations
  • Enable interactive conversation
  • Interface design enhancements
March 30, 201818.02: Update 01

BMC Helix Chatbot includes the following feature:

  • Support for enabling live chats for users

February 28, 2018

18.02

BMC Helix Chatbot includes the following features:

  • Support for BMC Helix Digital Workplace Advanced

  • Support for new interface channels

  • Web chat UI enhancements


Introduction to BMC Chatbot


https://youtu.be/4aGdX3KMwXE

Submitting service requests by using chatbot

 

Users can submit service requests from chatbot conversations.

Using live chat to escalate issues to support agents

 

Users can use live chats to escalate their requests to support agents.

Administering

 

Administrators can configure BMC Helix Chatbot to work with BMC Helix Business Workflows and BMC Helix Digital Workplace Advanced.

Troubleshooting

 

Resolve issues that you might encounter while using BMC Helix Chatbot.



Developer Communities



Join discussions with peers and experts.

Helix Communities

Communities

Explore, talk, and learn about what and how
BMC Helix Cognitive Service Management could help your organization.

Videos

Videos

View the BMC Helix Platform
video playlist.

PDFs and videos

This topic describes and links to PDFs and videos that support this product release. If the ready-made PDFs of this space do not satisfy your requirements, you can export a custom PDF. 

Videos

The following table lists topics that contain videos that supplement or replace the text-based documentation.

TopicDuration (in minutes)Description
Orientation2:47

This video provides an overview of accessing the self-help within BMC Helix Chatbot.

https://www.youtube.com/embed/xnJES8-CwkQ

Importing chat-enabled services from BMC Helix Digital Workplace Advanced4:57

This video provides a demonstration of importing a service from BMC Helix Chatbot to BMC Helix Chatbot.

 https://www.youtube.com/embed/1QS7zrbfaxc

BMC Helix Chatbot 20.02 enhancements

2:21

This video provides a summary of the some of the new features and enhancements in BMC Helix Chatbot version 20.02.

https://youtu.be/3qUJGYZu5gw

BMC Helix Chatbot Home

2:21

This video provides an Introduction to BMC Helix Chatbot.

https://youtu.be/4aGdX3KMwXE

FAQs and additional resources

This topic provides information that supplements the BMC Helix Chatbot documentation.

Frequently asked questions

This section provides answers to frequently asked questions about BMC Helix Chatbot.

 In which ways can I enable chat for BMC Helix Digital Workplace Catalog services?

You can enable chat for services from IBM Watson Assistant Skills or by using the Publish Chat-enabled service wizard in BMC Helix Chatbot.


 What is the recommended way to enable chat for services?

BMC recommends that you enable chat for services by using the Publish Chat-enabled service wizard. For more information, see Importing chat-enabled services from BMC Helix Digital Workplace Advanced.


 How do I enable a dynamic answer in IBM Watson Assistant without using the Publish Chat-enabled service wizard?
  1. Log in to your IBM Cloud account.
  2. Navigate to the IBM Watson Assistant Skills that is configured with BMC Helix Chatbot, and take the backup of the skill.
  3. Navigate to the dialog that contains intent for the service that has dynamic answers.
  4. Create a child dialog and specify its name by using the following syntax:
    Fetch Dynamic Answers - <Service Name>
    For example, Fetch Dynamic answers - Flight Reservation.
  5. Specify the condition as True.
  6. Next to Then set context:, click  , and open the JSON editor.
  7. In the JSON editor, replace the existing text with the following text:

    {
     
    "context": {
       
    "questionIdsWithDynamicAnswer": [
    
    <comma separated values of all the dynamic answers question Id>
    
        ]
      },
     
    "output": {
       
    "text": {
    
    "values": [],
         
    "selection_policy": "sequential"
    
    },
    
    "action": {
         
    "inputMap": {
           
    "service Id": "<serviced of the request>",
          
     "questionIdsWithDynamicAnswer":
    "$questionIdsWithDynamicAnswer"
         
    },
         
    "outputMap": {
           
    "status": "${actionResult.output.status}",
           
    "message": "${actionResult.output.message}"
         
    },
         
    "actionTypeName": "com.bmc.dsm.chatbot:fetchDynamicAnswerUsingServiceRequestId",
    
    "waitForActionExecution": true
    
        }
      }
    }

    The following image shows an example of fetching dynamic answers for the Flight Reservation service:

  8. In the Fill Questions - Flight Reservation child dialog, complete the fields.
    The following table provides examples of field values for the Flight Reservation service:

    Check forSave it asIf not preset, askTypeJSON content

    @sys-date && slot_in_focus

    $departingDate


    Required

    {

      "context": {

        "departingDate": "<? @sys-date+' '+((entities['sys-time'] == null) ? '00:00:00': @sys-time) ?>",

        "show_flyingTo": "true"

      }

    }

    $flyingTo == null && $show_flyingTo == true

    $temp


    Optional

    {

      "context": {

        "temp": "$flyingTo == null && $nextStep == 5",

        "sys_options": "<? context.bmc_lookup_mappings.get('66c33cf7-9a11-9104-a2b8-a5e06f2bc9be') ?>",

        "bmc_dynamicQuestionId": "66c33cf7-9a11-9104-a2b8-a5e06f2bc9be",

        "bmc_isCurrentAnswerValid": "false"

      }

    }

    input.text && slot_in_focus && $bmc_isCurrentAnswerValid

    $flyingTo

    Flying To

    Required

    {

      "context": {

        "flyingTo": "<? input.text ?>"

      }

    }

    $flyingTo != null

    $temp


    Optional

    {

      "context": {

        "temp": "$flyingFrom != null",

        "bmc_dynamicQuestionId": null,

        "bmc_isCurrentAnswerValid": "false"

      }

    }

  9. Save your specifications and close the JSON editor.


 How do I enable an attachment in IBM Watson Assistant without using the Publish Chat-enabled service wizard?
  1. Log in to your IBM Cloud account.
  2. Navigate to the IBM Watson Assistant Skills that is configured with BMC Helix Chatbot, and take the backup of the skill.
  3. Navigate to the dialog that contains intent for the service that has attachments.
  4. In the Attachment Question child dialog, complete the fields.
    The following table provides examples of field values for the Flight Reservation service:

    Check forSave it asIf not preset, askTypeJSON content

    @sys-date && slot_in_focus

    $returningDate


    Required

    {

      "context": {

        "show_attachmentDocument": "true",

        "returningDate": "<? @sys-date+' '+((entities['sys-time'] == null) ? '00:00:00': @sys-time) ?>"

      }

    }

    $attachRequiredDocument == null && $show_attachmentDocument == true

    $temp


    Optional

    {

      "context": {

        "temp": "$attachRequiredDocument == null",

        "$bmc_isCurrentAnswerValid": "false",

        "bmc_import_wizard_response_type": "Attachment"

      }

    }

    input.text && slot_in_focus && $bmc_isCurrentAnswerValid

    $attachRequiredDocument

    Flying To

    Required

    {

      "context": {

        "attachRequiredDocument": "<? input.text ?>"

      }

    }

    $attachRequiredDocument != null

    $temp


    Optional

    {

      "context": {

        "temp": "$attachRequiredDocument != null",

        "$bmc_isCurrentAnswerValid": "false"

      }

    }

  5. Save your specifications and close the JSON editor.

 What are the unsupported scenarios and limitations of real-time translation?

The following table describes the limitations of real-time translation for specific content:

ContentTranslation limitations or unsupported scenarios
Strings
  • After enabling real-time translation, all responses from the chatbot are translated. You cannot choose specific responses for translation. 
Content which is in unsupported locales
  • For locales that are not supported in BMC Helix Platform, system messages and localized messages are displayed in the default language, typically English. Other messages might get incorrectly translated. 
Knowledge articles
  • Custom model and dictionaries in knowledge articles are not translated. 
  • When a knowledge article content is in multiple languages, such as English, French, and German, the knowledge article might not get translated correctly.
  • Names of attachments might not get translated.

  • If the title of a knowledge articles or the content has GUID, the GUID value is not translated. 

  • If the title of a knowledge article or the content has words in upper case, for example ORACLE, such words are not translated.

  • If the knowledge article contain proper nouns as single words (not used in a sentence), for example Java, such words are not translated. However, proper nouns in a sentence are translated correctly. For example, Download Java from Oracle, is translated correctly.
  • If the HTML or JSON in a knowledge article is not valid, the knowledge search returns an error or incorrect translation.
Dates
  • When using BMC Helix Chatbot web UI, dates are not translated correctly.
  • When translating from Japanese, dates entered in a format other than yyyy-dd-mm are not translated. Administrators can advise their end-users to enter dates in the appropriate format.
The word Amazon
  • When using Microsoft Azure Translator Speech API to translate from French to Japanese, the word Amazon does not return correct results. Instead of Amazon, users can type search for Amazon so that the correct results are displayed. 

Additional resources

The following links provide information outside of the BMC Helix Chatbot documentation that you might find helpful:

  • BMC Helix Platform

  • BMC Helix Digital Workplace Advanced

  • BMC Helix Business Workflows

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