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.

Use cases

Consult the following use cases for information about how to achieve value with BMC Helix Chatbot.

Use case

Business value

Products used

Self-service through BMC Helix Chatbot in BMC Digital Workplace Advanced

Enables users to interact with BMC Helix Chatbot in natural language and request services in BMC Helix Digital Workplace Advanced Catalog or search for knowledge articles in a conversational interface.

  • BMC Helix Chatbot
  • BMC Helix Platform
  • BMC Helix Digital Workplace Advanced
  • IBM Watson Assistant
  • (Optional) Slack, Microsoft Office 365 Skype for Business, or Twilio
Self-service through BMC Helix Chatbot in BMC Helix Business Workflows

Enables users to interact with BMC Helix Chatbot in natural language and create cases in BMC Helix Digital Workplace Advanced Catalog or search for knowledge articles in a conversational interface.

  • BMC Helix Chatbot
  • BMC Helix Platform
  • BMC Helix Business Workflows
  • IBM Watson Assistant
  • (Optional) Slack, Microsoft Office 365 Skype for Business, or Twilio
Utilizing multiple chatbots for each line of business

Enables administrators and application business analysts to create multiple specialized chatbots on a single BMC Helix Platform environment.

  • BMC Helix Chatbot
  • BMC Helix Platform
  • IBM Watson Assistant
  • (Optional) Slack, Microsoft Office 365 Skype for Business, or Twilio
Leveraging BMC Helix Chatbot UI in your application

Enables an administrator to embed the BMC Helix Chatbot UI in any application that is not developed on BMC Helix Platform.

  • Application HTML file
Leveraging live chat capability

Enables an administrator to provide live chat capability for users by configuring BMC Helix Chatbot.

  • BMC Helix Chatbot
  • BMC Helix Platform
  • BMC Virtual Chat
Leveraging application data to add context in a chat conversation

Enables an administrator to eliminate the need for end users to answer obvious questions by providing the data to BMC Helix Chatbot. BMC Helix Chatbot uses this data in appropriate context during a chat conversation.

  • BMC Helix Innovation Studio
  • IBM Watson
Localizing chatbot conversations by using real-time translationEnables an administrator to localize chatbot conversations by leveraging real-time translation providers such as Google Cloud Translation Service or Microsoft Translator Speech API.
  • BMC Helix Innovation Studio
  • BMC Helix Chatbot

Enables users to interact with BMC Helix Chatbot and request services in their locale.

  • BMC Helix Chatbot
  • BMC Helix Platform
  • BMC Helix Digital Workplace Advanced
  • IBM Watson Assistant
  • (Optional) Slack or Microsoft Office 365 Skype for Business
Utilizing chat-enabled services from BMC Helix Digital Workplace Advanced in BMC Helix Chatbot

Enables administrators to easily chat-enable and import services from BMC Helix Digital Workplace Catalog to chatbot.

  • BMC Helix Digital Workplace Advanced
  • BMC Helix Innovation Studio
Leveraging machine learning metrics to improve chatbot predictabilityEnables administrators to provide chatbot capabilities for an application so that the chatbot correctly responds to user queries, understands the chat context, and performs tasks on behalf of the end users. You must train IBM Watson Assistant to work with your data by creating intents, entities, and dialog in IBM Watson Assistant (that serve as training data for chatbot).


  • BMC Helix Innovation Studio
  • IBM Watson Assistant
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