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Leveraging cognitive capabilities in BMC Helix Business Workflows

BMC Helix Business Workflows leverages the BMC Helix Platform Cognitive Service to take the advantage of Artificial Intelligence (AI) and Machine Learning (ML) while creating or updating a case.

The BMC Helix Platform Cognitive Service helps you to achieve the following goals:

  • Automate manual tasks such as categorizing cases and predicting the templates
  • Reduce human error
  • Increase productivity

For more information about leveraging the cognitive capabilities, see  Adding cognitive capabilities to a custom application .

By default, the cognitive service displays a maximum of 10 templates during the search. If the cognitive service fails to predict the case templates or categories, Full-Text Search (FTS) is used to display a list of related case templates. 

How cognitive service is beneficial

Consider a scenario where users request services by sending emails or by communicating over chat, and cases corresponding to these requests are created in BMC Helix Business Workflows. Such cases are created with unstructured data which can result in incomplete or inaccurate information in the case. 

Similarly, when users request for services by contacting a case agent via a telephone call or in person, the case agent creates a case in BMC Helix Business Workflows by using the Create Case page or Quick Case option. The case agent selects a case template to create the case. This manual process could also result in errors if the case agent selects an incorrect case template.

The administrator uses the BMC Helix Platform Cognitive Service to auto-categorize and predict templates when case agents create or update cases. This overcomes the challenges posed by the manual process and also saves the time that case agents spend on the routine tasks.

Process for using the BMC Helix Platform Cognitive Service in BMC Helix Business Workflows

The following table describes the tasks that you need to perform to use the cognitive service in BMC Helix Business Workflows:

TaskActionRoleProductReference
1Configure the cognitive service to use IBM Watson Conversation Service so you can automatically classify and assign cases.Administrator

BMC Helix Innovation Studio

Configuring cognitive service for a custom application

2

Create a training data set by using sample data or application data to train the cognitive service.

Note: You do not need to create an application configuration for BMC Helix Business Workflows to train data. The application is pre-configured.

Administrator

BMC Helix Innovation Studio

3

Train and test the cognitive service by using the data from a comma-separated value (CSV) file or training data from your application.

Administrator

BMC Helix Innovation Studio

Training and testing the cognitive service for a custom application

4

Map the training data set to a company, and enable the cognitive service to predict case templates and case categories.

Note: To use a data set for any company that is not mapped to a data set, associate the data set to the Global company. The cognitive service uses the data set for cases created for any company that does not have a data set mapped to it.

Administrator

BMC Helix Business Workflows

Enabling template and category prediction

5

Use the cognitive service to predict case templates or categories while creating or updating a case.

Case Agent

BMC Helix Business Workflows

Creating cases

  

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