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This documentation supports the 20.02 version of BMC Helix Chatbot.

To view the documentation for the current version, select 20.08 from the Product version menu.

BMC Helix Chatbot is an omni-channel, AI-driven chatbot that uses natural language to converse and resolve end-users' queries. The BMC Helix Chatbot solution is tailored to platforms and devices that employees are already using, supports line of businesses to enable multiple specialized chatbots, and can call and execute custom processes and workflows. 

You can implement BMC Helix Chatbot with on-premises components such as Remedy with Smart IT, BMC Helix Digital Workplace, and Remedy Knowledge Management. 


The following diagram illustrates the communication between components in a typical hybrid deployment:

The following table describes the BMC Helix Chatbot architecture components and the licenses required for the components:

ComponentDescription

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

  • BMC Helix Business Workflows Open link

  • Enabling integration with BMC Helix Business Workflows

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:

  • For BMC Helix Platform
  • For Remedy IT Service Management Suite.
(If you want more than five users to access Smart Reporting) BMC Helix Custom Applications - Reporting User license from BMC.
  • Remedy Smart Reporting Open link
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
TwilioUse 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
  • Remedy Single Sign-On Open link

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
  • Measuring the cognitive service consumption Open link
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

  • Remedy Knowledge Management Open link
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 with Smart IT Open link

Remedy IT Service Management Suite


Used to manage people data for BMC Helix Chatbot.

Remedy IT Service Management license from BMC
  • Remedy IT Service Management Suite Open link

BMC Live Chat

Provides a self-service solution for users and support agents to interact with each other via live chat.

BMC Helix Digital Workplace Advanced license from BMC

  • BMC Live Chat Open link

  • Enabling live chat for users
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 chatbot Open link

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 BMC Helix Platform supports for auto-categorization.

BMC Helix Chatbot can invoke a custom process to use auto-categorization with chatbot.

  • Google Cloud Platform subscription from Google.
  • BMC Helix Cognitive Automation license from BMC
  • Google Cloud classification Open link

  • To set up the Google Cloud Platform account manually Open link

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 Tone Analyzer Open link

  • Example of invoking a custom process in BMC Helix Chatbot

IBM Watson Discovery

Use IBM Watson Discovery service to provide cognitive search capabilities. 

BMC Helix Cognitive search license from BMC
  • IBM Watson Discovery Open link

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



  • Google Cloud Translation Open link

  • Localizing chatbot conversations by using real-time translation

Microsoft Azure Translator

Use Microsoft Azure Translator as one of the real-time translation providers for chatbot conversations.

Microsoft Azure Translator subscription from Microsoft
  • Microsoft Azure Translator Open link

  • Localizing chatbot conversations by using real-time translation
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

  • BMC Helix Integration Service Open link


Client Gateway

Kaazing

BMC Cloud communicates with on-premises components by using this client gateway.

Not applicable
  • BMC Helix Client Gateway connectivity Open link

  • Kaazing FAQs Open link

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.
  • Configuring the authentication credentials of REST API web services Open link