This documentation supports the 20.08 version of BMC Helix Chatbot.
To view the documentation for the previous version, select 20.02 from the Product version menu.

Importing chat-enabled services from BMC Helix Digital Workplace Advanced

As an application business analyst, you can enable chat for services in BMC Helix Digital Workplace Advanced so that end users can request these services from a chat conversation. The services include conversation data (or questions) that enable you to define a conversation flow between BMC Helix Chatbot and the user. You use the Publish Chat-enabled Service wizard to enable chat for a service that is available in BMC Helix Digital Workplace Catalog. 


The following video (4:57) provides a demonstration of importing a service from BMC Helix Digital Workplace Advanced to BMC Helix Chatbot:



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

Types of service fulfillment questions that are supported in chat

BMC Helix Chatbot supports the following question types:

The following table lists the question types that BMC Helix Chatbot supports and does not support:

Question typeSupportability ( / (error))
Text area
Text field
Date/Time
Date
Attachment
Dynamic answer
Dependent questions

Look-up

(In BMC Helix Digital Workplace Advanced, look up is the type-ahead or predicted text for an answer.)

(error)
Table(error)
Question with an option value whose length is greater than 64(error)

Before you begin

Ensure that the following conditions are met:

ProductAction

BMC Helix Chatbot

The administrator has configured BMC Helix Chatbot to connect with the following applications:

  • BMC Helix Digital Workplace Advanced
  • IBM Watson Assistant

BMC Helix Digital Workplace Advanced

The service catalog administrator has created and configured the services in BMC Helix Digital Workplace Catalog, so that an appropriate service is enabled for chat. 
For more information about creating services, see the  BMC Helix Digital Workplace Advanced documentation. 

BMC Helix Digital Workplace Advanced

The service catalog administrator has mapped services with asset groups so that when users request for these services from chat conversations, the asset groups are displayed.
For more information about asset groups, see  Managing asset groups .

BMC Helix Digital Workplace Advanced

Administrator has configured services and assets to be made available on the My Stuff page.

For more information about how to set up the My Stuff page, see Setting up the My Stuff page .

For more information about configuring services and assets, see Configuring services and assets to be available on the My Stuff page .

(If you want to use localization)

IBM Watson Assistant

BMC Helix Digital Workplace Catalog

  • The administrator has created IBM Watson Assistant Skills for the required locales. For more information, see Leveraging the English Skills to create localized Skills.
  • The service catalog administrator has localized catalog items in BMC Helix Digital Workplace Catalog. For more information, see Localizing catalog items .

(If you want to use disambiguation)

BMC Helix Innovation Studio

  • Review the Disambiguation configuration in IBM documentation.
  • Fill out the Request Clarification Prompt and No Relevant Options Label fields when configuring the Skill ID for a chatbot.

To select a service for enabling a chat

  1. Log in to BMC Helix Innovation Studio and navigate to the Workspace tab. 
  2. Click the application in which you have created a chatbot and want to import services in that chatbot.
    For example, BMC Chatbot.

  3. Select Actions > Publish Chat-enabled Service.
    The Publish Chat-enabled Service wizard is displayed.
  4. On the Cognitive Service Provider tab, perform the following steps:

    • In Chatbot Name, select the chatbot in which you want to publish the service.

      Important

      The Chatbot Name list displays only the chatbots that are configured for the application.

    • In Locale, select the locale for which you want to modify the conversation data.

    • In Publication Space, ensure that the Skills that is configured for the selected locale is populated automatically.

  5. Click Next

    On the Service to Chat-enable tab, the services and service actions that are available in the publication space are populated automatically.

  6. On the Service to Chat-enable tab, select the check box next to the service for which you want to enable chat.

    Note

    You can enable chat only for one service at a time.

    BMC Helix Chatbot imports the service's conversation data from BMC Helix Digital Workplace Catalog

    The Published column shows if the service's conversation data is already published to the cognitive service provider's publication space. If you select an already-published service, BMC Helix Chatbot overwrites the service's conversation data with the latest data.

  7. In Service Actions, select the check box corresponding to the service action that you want to import.
    From a chat conversation, users can select an imported service action for their assets, for example, report an issue, request for a repair, and so on.

    Important

    Only the service actions that you import to BMC Helix Chatbot are displayed in the chat conversation. If you are unable to view the service actions, see To resolve issues with creating service requests in BMC Helix Digital Workplace Advanced

  8. Click Next.
    On the User request tab, you can modify the conversation data for the selected service.

To modify the conversation data for the selected service

After you have selected the locale and the BMC Helix Digital Workplace Catalog service, you can modify the service's conversation data to make BMC Helix Chatbot respond in a more conversational tone. To do this, the Publish Chat-enabled Service wizard imports the service's existing conversation data from BMC Helix Digital Workplace Catalog.

  1. Log in to BMC Helix Innovation Studio and navigate to the Workspace tab. 
  2. Click the application in which you have created a chatbot and want to import services in that chatbot.
    For example, BMC Chatbot.

  3. Select Actions > Publish Chat-enabled Service.
    The Publish Chat-enabled Service wizard is displayed.
  4. On the User Request tab, complete the fields as described in the following table:

    Field

    Action

    Store as

    Click Replace.
    A list containing user requests (intents) that already exist in the target publication space (Skills) is displayed.
    You can select an appropriate existing user request to replace the current user request.

    Add Request VariationAdd different ways in which users can request for this service.

    Request Clarification Phrase

    If you want to use disambiguation, enter the phrase for the selected service.

    If the chatbot is unable to determine the user's intent, this phrase is displayed as one of the selectable buttons/options to the end users.

    For example, if you are importing the service to install software, you can enter Download software in this field.

    Note: You cannot use disambiguation if you leave this field blank.


    The following image shows the User Request tab:

  5. Click Next
    On the Questions tab, in the Service Questions pane, questions for the selected service are displayed.

To modify the questions and answers for a service

After you add request variations for selected service, you can modify how you present the service fulfillment questions and their answers to the end users. 

  1. Log in to BMC Helix Innovation Studio and navigate to the Workspace tab.
  2. Select Actions > Publish Chat-enabled Service.
    The Publish Chat-enabled Service wizard is displayed.
  3. On the Questions tab, from the Service Questions pane, select the question that you want to modify.
  4. Consider the following information related to the user experience when submitting service requests from a chat conversation: 

    • Conversation channels such as Slack, Skype for Business on-premises, and Microsoft Teams control the number of answers options for questions with dynamic answers that are displayed in a chat. However, you can configure the number of answer options to be displayed on Twilio. For more information, see Setting up chatbots for your line of business.

    • You can add attachment questions to be displayed in a chat conversation in channels such as Slack, Twilio, Microsoft Teams, and Chatbot UI. However, Skype for Business on-premises does not support attachments. Users can add one attachment of size upto 20 MB in each question.

  5. To modify the selected question, perform the actions as described in the following table:

    Field

    Action

    Include questionSelect the check box to include the question in the chat conversation data. Or clear the check box to exclude this question from the chat conversation data.
    Important: If the question is mandatory, is part of a condition, or a dependent question, you cannot exclude it from a conversation.
    Natural Language Expression of the Question and Insert Chat VariableEnter a simplified form of the question to suit your business needs.
    Select an appropriate variable to include context data as part of the rephrased question.
    The context data comes from Person data. For example, $chatbot_firstName, $chatbot_jobTitle, and so on.
    ReplaceClick this to replace the selected answer with an appropriate answer that is already present in the target publication space.
    Display the possible answers to this question as selectable buttons/optionsSelect the check box to present single-select response options to the user during a chatbot conversation. For multi-select response options, the check box is disabled.

    Default Answer

    If a question has a default answer set in the service request, you can use the default answer as is or modify it.

    Insert Answer

    (Displayed only if the selected question has a list of predefined options to select from BMC Helix Digital Workplace Advanced)

    Select one of the answers from the list as the default answer.

    Insert Chat Variable

    Select an appropriate variable to include the chat context data as part of the default answer.
    The context data comes from Person data; for example, $chatbot_country.

    Prompt user to confirm default answer

    Select one of the following options:

    • Enable—To prompt the end user to confirm the default answer.
      Example: For the question What is your country?, you have set the default answer India. However, the user might want to change this default answer at run time. For such questions, you can enable this option.

    • Disable—To skip the end user prompt.
      If the default answer is invalid, the selected question is
      not skipped and the end user is prompted to provide a valid answer.
      Example: For the question What is your email address?, you have set the default answer in a chatbot variable $chatbot_primaryEmailAddress. The email address of the user does not change. For such questions, you can disable this option.

    The following image shows the Questions tab:



  6. From the Service Questions pane, select the answer option that you want to modify.

    For the selected answer, enter the values in the following fields:

    FieldAction
    Answer Variations

    Select the type of answer variation. The following types are available:

    • Natural Language Expression
    • Regular expression—It is suitable for answers that have a pattern. For example, email address, zip code, or phone number.
    Add Natural Language Expression Variation

    Click the link to add simplified forms of the answer. 

    For example, for the Office 365 answer option, you can enter values, such as Microsoft Office 365 or Web-based Office 2010.

  7. After you modify the questions and the answers, click Next

  8. On the Publication tab, click Publish.

    The following image shows the Publication tab, after you publish the service:

  9. (Optional) Click Publish Another Service to return to the Cognitive Service Provider tab and enable chat for another service.

 After you publish the service, the conversation data for service is imported to the cognitive service provider's publication space, and BMC Helix Chatbot application is enabled for the service. Users can now submit the service requests from chatbot conversations. If you have imported localized service definitions, users can submit the service requests in their locale. 

Limitations of the Publish Chat-enabled Service wizard

The Publish Chat-enabled Service wizard does not support the following features:

  • The user's time zone is taken into account in the date and time field only for browser-based BMC Helix Chatbot clients. For chatbot channels such as Slack, Microsoft Teams, and Skype for Business on-premises, the date and time field values are in UTC format. (For these channels, the user's time zone is not taken into account.)
  • The Password field is accepted as plain text in the chatbot conversation. 
  • Regular expressions from BMC Helix Digital Workplace Catalog are not supported. Regular expressions are used to validate answers to questions such as email address or phone number. If the answer is not in an acceptable format, it is rejected by BMC Helix Digital Workplace Advanced.

Related topics

Submitting service requests and providing feedback through chatbot interaction

Customizing the chatbot actions

Creating questions with default responses

Creating selection menus for question responses



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Comments

  1. Shalabh Sharma

    Good work!

    Oct 01, 2020 05:14