This documentation supports the 19.11 version of BMC Helix Chatbot.
To view the documentation for the previous version, select 19.08 from the Product version menu.

Setting up chatbots for your line of business

In addition to the default chatbot, BMC Helix Chatbot enables the administrators and application business analysts to set up specialized chatbots in an organization. This capability enables you to create specialized chatbots for each individual team or department, and train these chatbots so that they are experts in specific areas without any risk of overlapping. You can create a single or multiple specialized chatbots in a BMC Helix Platform environment.

For example, you can create an HR Requests chatbot that addresses HR queries only and an IT Helpdesk chatbot that addresses IT queries only. These specialized chatbots help to ensure that the employee queries are quickly addressed.

Before you begin

Ensure that you have performed the following tasks in the specified products:

ProductTask

BMC Helix Innovation Studio

Created and deployed applications for which you want to set up the chatbot.

IBM Watson Assistant

You have the Identity and Access Management (IAM) API key or username and password of the IBM Watson Assistant instance in which you have created the chatbot Skills.

You can get the IAM API Key by logging in to IBM Cloud.

 Copy the IAM API Key from this screen


IBM Watson Assistant

You have the IBM Watson Assistant workspace ID of the reference Skills that is provided with BMC Helix Chatbot or custom IBM Watson Assistant that you want to use. 

You can get the workspace ID by logging in to the IBM Watson tool and selecting the appropriate skill. 


 Copy the Workspace ID from this screen


You can see the Skill ID and the workspace ID. You must copy the workspace ID.

(If you want to use custom or localized Skills)

IBM Watson Assistant

  • The Skills was created in the IBM Watson Assistant tool. 
  • The chat actions for BMC Helix Business Workflows and BMC Helix Digital Workplace Advanced are configured in the BMC Helix Chatbot dialog. For localization, the chat actions must be configured for each skill defined for a locale. For JSON example actions, see Example JSON of BMC Chatbot dialog responses.

(If you want to use real-time translation to localize chatbot conversations)

BMC Helix Innovation Studio

(To use disambiguation)

IBM Watson Assistant

  • By default, disambiguation is always enabled. To learn how to edit the disambiguation configuration, see Disambiguation example in IBM documentation.

Process for setting up chatbots for your line of business

The following image gives an overview of the tasks involved in setting up chatbots:

To create a chatbot

  1. Log in to BMC Helix Innovation Studio and navigate to the Workspace tab.
  2. Select the application for which you want to create a chatbot. You can select the application based on access level for users:

    • To provide access to all users, create a chatbot in the BMC Chatbot application.

    • To provide access to a specific group of users, create a chatbot in the application that only the user group has access to.
  3. On the Chatbots tab, click New and enter a unique name for the chatbot. 
    For example, IT Helpdesk.
  4. Click Save.

The newly-created chatbot is displayed in the Chatbots tab, as shown in the following image:

To configure the conversation workspace ID for a chatbot

In BMC Helix Chatbot, you must provide the workspace ID, so that the BMC Helix Platform Cognitive Service can connect to your IBM Watson Assistant skill. Additionally, if you want to use localization you must provide the workspace ID of IBM Watson Assistant skill for each locale.

  1. Log in to BMC Helix Innovation Studio and navigate to the Workspace tab.
  2. Select the application for which you created a chatbot.
  3. From the Chatbots tab, select the newly created chatbot.
  4. In the Chatbot Skills tab, fill out the following fields:

    UI field

    Description

    Example

    API Key tab

    If you have received the Identity and Access Management (IAM) API key, click the API Key tab and enter the IAM API key.



    Username & Password tab

    If you do not have IAM API key, click the Username & Password tab and enter the username and password of your IBM Watson Assistant service.

    Workspace ID

    Enter the ID of the IBM Watson Assistant that you want to use.

    Locale

    View the name of the locale, which is automatically populated according to the workspace ID that you entered earlier.

    Chatbot Display Name

    Enter a name for BMC Helix Chatbot that will be displayed to users.

    Welcome Message

    Enter the message that you want to be displayed when the user first opens the chatbot.

    When you use localization, you can enter the localized welcome message for each locale that you want to use.

    Request Clarification PromptEnter the phrase to be displayed when the chatbot is unable to identify the user's exact intent. Example: Did you mean...
    No Relevant Options LabelEnter the phrase to be displayed when none of the options provided by the chatbot are relevant for the user.
    Default: None of these Note: If you keep this field blank, this option is not displayed in the chat conversation.


  5. Click Save
    After saving, disambiguation is enabled in IBM Watson Assistant.

To view the chatbot and verify the chatbot settings, click Launch Bot

To configure a chatbot to work with a channel

A chatbot is an omni-channel application that can work with several communication channels. When you create a new chatbot, by default, it is configured to work with the BMC Helix Chatbot web UI. You can configure the chatbot to work with different user communication channels such as Slack, Microsoft Office 365 (Teams), Skype for Business on-premises, and SMS, which uses Twilio. Although this is an optional task, it is recommended that you leverage this capability of chatbot. 

For example, you might want to provide Short Message Service (SMS) chatbot conversation facility to your application users. To provide the SMS facility, you must configure your chatbot to work with Twilio so that your application users can interact with a chatbot by sending text messages through their mobile devices.

BMC Helix Chatbot supports the following communication channels:

To change the branding of a chatbot

You can change the branding of a chatbot by uploading your organization's logo, header color, header text, and so on. Although this is an optional task, it is recommended that you leverage this capability of chatbot. The branding applies only to the chatbot web UI and not to other chatbot channels such as Office 365, Skype for Business on-premises, Slack, and Twilio. 

  1. Log in to BMC Helix Innovation Studio and navigate to the Workspace tab.
  2. Select the application for which you created a chatbot.
  3. On the Chatbots tab, select the newly created chatbot and then click the Skinning and Branding tab.
  4. If you do not want the default animation, disable the chatbot animation by using the   toggle button. 
    The chatbot is animated when it loads for the first time.
  5. To change the header, update the values in the Header Background Color, Header Text Color, and Header Border Color

  6. To change the branding, in Brand Logo, upload the logo.
    You can upload PNG, JPG, or SVG file formats.

    Note

    The maximum file size that you can upload is 100 MB.

  7. To change the chatbot avatar, in Chatbot Avatar, upload the avatar image. 

    If you change the chatbot avatar, the animation is disabled. 

  8. To change the agent avatar, in Agent Avatar, upload the avatar image.

    The following example shows the Skinning and Branding tab:


  9. Click Save.

  10. (Optional) If you want to remove all the configured skinning and branding values, click Clear Configuration and then click Save.

To configure the dynamic options and real-time translation for chatbot

After you create a chatbot, you can configure the dynamic options that are returned to a user in a chatbot conversation based on the user query. For example, you can configure the maximum number of knowledge articles, maximum number of answer options displayed per question, and so on. Although this is an optional task, it is recommended that you leverage this capability of the chatbot. 

  1. Log in to BMC Helix Innovation Studio and navigate to the Workspace tab.
  2. Select the application for which you created a chatbot.
  3. On the Chatbots tab, select the newly created chatbot.
  4. Click General Settings and enter the details for the following settings:

    Setting nameAction
    Maximum Number of Requests for Status to Return to UserSpecify the maximum number of service requests related to the user query.
    The default value is 5.
    Maximum Number of Knowledge Articles to Return to UserSpecify the maximum number of knowledge articles that are relevant to the user query.
    The default value is 5.
    Maximum Number of Options/Buttons to Display Per Question on Web ChannelSpecify the number of options or buttons that must be displayed. End users click the options or buttons to respond to a question by the chatbot. In the Show More menu, you can view the options or buttons in addition to the number that you have configured.
    The default value is 3.
    Maximum Number of Passage CharactersSpecify the number of characters that you want to include in the knowledge article paragraph displayed during cognitive search.
    The default value is 400
    . BMC recommends that for the best results, you must set the maximum number of passage characters to a value over 200.
    Maximum number of Dynamic Answer Options to Display on TwilioSpecify the number of options or buttons for dynamic answers that must be displayed on Twilio.
    The default value is 5.
    Maximum Number of Assets to Return to UserSpecify the number of assets that should be returned to the user. The default value is 16.
    Real-time TranslationIf you have configured a real-time translation provider, select this check box.
    Primary Locale for Translation

    If you selected the Real-time Translation check box, the primary locale for translation is automatically populated.

    This is the language in which you have configured the  IBM Watson Assistant Skills.

    Rating Scale Presentation OrderSpecify the order in which you want to display the rating scale options. The default order is from ascending to descending.
    User Name PresentationSpecify how you want the chatbot to address the end users. By default, the chatbot addresses the user by first name and last name.
  5. Click Save
  6. (Optional) To revert to the default value, click Reset to Default and then click Save.

In addition to these settings, you can configure cognitive search and live chat for the chatbot. 

To view all the chatbots in the BMC Helix Platform environment

Administrators can view all the chatbots that are created for all applications in the BMC Helix Platform environment.

  1. Log in to BMC Helix Innovation Studio and navigate to the Administration tab.
  2. Select Configure My Server > Chatbots.
    The Chatbots list displays all the chatbots that are configured in the BMC Helix Platform environment. 
    For example, the following image displays the default chatbot, BMC Chatbot and multiple specialized chatbots, IT Helpdesk, and HR Requests.
  3. (Optional) From the Chatbots list, select the chatbot name that you want to configure.

    The configuration window for the selected chatbot is displayed. For example, if you select the IT Helpdesk chatbot, the IT Helpdesk chatbot configuration window is displayed.

Related topics

Utilizing multiple chatbots for each line of business

Importing chat-enabled services from BMC Helix Digital Workplace Advanced

Tracking events to generate chatbot usage reports


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