The following diagram illustrates the communication between components in a typical production deployment for BMC Helix subscribers (SaaS):
The following table describes the BMC Helix Chatbot architecture components and the licenses required for the components:
| Component | Description | Additional license required | Reference |
|---|---|---|---|
BMC Helix Platform | |||
BMC Helix Business Workflows | End users in BMC Helix Chatbot can search knowledge articles, and create, update, or review cases in BMC Helix Business Workflows. If live chat is enabled, support agents in BMC Helix Business Workflows can respond to end-users via BMC Helix Chatbot. | BMC Helix Business Workflows subscription from BMC | |
Smart Reporting | BMC Helix Chatbot and BMC Helix Business Workflows includes a reporting dashboard with several out-of-the-box reports that can be viewed in Smart Reporting. Important: Two instances of Smart Reporting are used:
| (If you want more than five users to access Smart Reporting) BMC Helix Custom Applications - Reporting User license from BMC | |
| Chatbot channels | |||
BMC Helix Chatbot web UI | The default interface of BMC Helix Chatbot. It provides a modern user experience that can be embedded in any external application. | Not applicable | |
| Slack | Use this communication channel if your employees are familiar with Slack. You can also leverage the cognitive capabilities of BMC Helix Chatbot. | Slack subscription | |
| Twilio | Use this communication channel to use SMS for chatbot applications. | Twilio subscription | |
| Microsoft Teams | Use this communication channel if your employees are familiar with Teams. You can also leverage the cognitive capabilities of BMC Helix Chatbot. | Microsoft Office 365 license | |
| Microsoft Skype for Business on-premises | Use this communication channel if your employees are familiar with Skype for Business on-premises. You can also leverage the cognitive capabilities of BMC Helix Chatbot. | Microsoft Skype license | |
| Shared services | |||
Remedy Single Sign-On | When BMC Helix Chatbot is integrated with Remedy Single Sign-On, existing Remedy users can gain access to chatbot without providing the credentials again. | Not applicable | |
Telemetry | Use the telemetry service to monitor the consumption of cognitive services used for BMC Helix Chatbot. The telemetry consumption reports are provided in addition to the reports provided with Smart Reporting. | Not applicable | |
| Summarization | Support agents can receive a summary of chatbot conversation between the end user and BMC Helix Chatbot. The summarization service can also generate a summary of emails, or attachment text (for example, Adobe PDF (.pdf), Microsoft Word (.doc, .docx). | BMC Helix Platform Cognitive Automation license from BMC | |
| BMC applications | |||
BMC Helix Digital Workplace Advanced | Enables end users to contact the service desk and track existing requests via BMC Helix Chatbot. | Not applicable | |
BMC Helix Digital Workplace Catalog | BMC Helix Chatbot end users can request for services in BMC Helix Digital Workplace Catalog. | Not applicable | |
Remedy Knowledge Management | A framework for creating, publishing, reviewing, and searching IT knowledge articles. You can use the BMC crawler utility to include articles from Remedy Knowledge Management in cognitive search. | Remedy IT Service Management license or BMC Helix Business Workflows subscription from BMC | |
| BMC crawler utility | Crawls only the Remedy Knowledge Management articles to include them in cognitive search via BMC Helix Chatbot. | Not applicable | |
Remedy with Smart IT | An intuitive, social, and mobile service desk experience. Support agents in Remedy with Smart IT can respond to end users in BMC Helix Chatbot by using the live chat console in Smart IT. | Remedy with Smart IT license from BMC | |
Remedy IT Service Management Suite | Used to manage people data for BMC Helix Chatbot. | Remedy IT Service Management license from BMC | |
BMC Live Chat | Provides a self-service solution for end users and support agents to interact with each other via live chat. | BMC Helix Digital Workplace Advanced license from BMC | |
| BMC Cognitive Services | |||
IBM Watson Assistant for chatbot | A conversation AI platform that helps you provide fast, straightforward, and accurate answers to queries initiated via chatbot. You configure an IBM Watson Assistant instance to work with chatbot. IBM Watson Assistant can be automatically trained for services in BMC Helix Digital Workplace Catalog, which speeds up the implementation of chatbot. | Not applicable | |
IBM Watson Assistant for auto-categorization | A conversation AI platform that is used by BMC Helix Digital Workplace Advanced to auto-categorize service requests. BMC Helix Chatbot can invoke a custom process to use auto-categorization with chatbot. | BMC Helix Cognitive Automation license from BMC | |
Google Cloud Platform | An AI platform that can be used for auto-categorization. BMC Helix Chatbot can invoke a custom process to use auto-categorization with chatbot. |
| |
IBM Watson Tone Analyzer | Analyzes the tone of the end user input tone in a chat conversation. BMC Helix Chatbot can invoke a custom process to use tone analysis with chatbot. | BMC Helix Cognitive Automation license from BMC | |
IBM Watson Discovery | Use IBM Watson Discovery service to provide cognitive search capabilities. | BMC Helix Cognitive search license from BMC | |
Google Cloud Translation | Use Google Cloud Translation API as one of the real-time translation providers for chatbot conversations. | Google Cloud Translation API subscription from Google | |
Microsoft Azure Translator | Use Microsoft Azure Translator as one of the real-time translation providers for chatbot conversations. | Microsoft Azure Translator subscription from Microsoft | |
| BMC Helix Integration Service | |||
BMC Helix Integration Service | Connects BMC Helix Chatbot and other BMC applications with applications in the external cloud. | BMC Helix Platform license from BMC | |
| Example of external cloud applications | |||
Custom REST API endpoints Amazon Web Services Jira Microsoft Azure Salesforce | Use Web APIs to connect to custom REST API endpoints in a codeless way. | External cloud licenses as applicable. | |
Overview
Content Tools
Apps
Reporter Replacement
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Tasks