As an administrator or application business analyst, you can configure cognitive insights (cognitive search) as an alternative to full-text search (FTS). Cognitive insights merges data from different locations and formats, and also normalizes and enriches the data. Your application users are more likely to find answers to questions because more of your scattered organizational information is made available to them. This enables your application to search in more than one data set.
BMC Helix Platform cognitive service provides support for external and BMC Helix Platform data sets in the cognitive insights configuration of a chatbot application. A data set is a collection of documents. BMC Helix Platform supports the following types of data sets:
If you do not configure cognitive insights for a chatbot application, the system performs FTS to provide the search results. For more information, see Leveraging cognitive insights in your application .
You must download and optionally customize the HTML templates. BMC offers out-of-the-box HTML files to format the display of documents viewed from the chatbot search results. BMC Helix Platform supports only templates with HTML format. The templates are not available in the BMC Helix Chatbot UI, but are downloadable only from the BMC Helix Platform documentation.
Note
If you want BMC Helix Chatbot to include articles from Remedy Knowledge Management and you have already crawled the articles by using IBM Watson Discovery Data Crawler, you must re-crawl the articles by using BMC crawler. For more information, see Installing and configuring the cognitive search data crawler for Remedy Knowledge Management articles .
After re-crawling, you must apply the updated the display templates. For more information, see Configuring display templates for cognitive insights output .
The following table describes the tasks that you must perform to configure cognitive insights for BMC Helix Chatbot:
Task | Product | Action | Reference |
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1 | IBM Watson Discovery | Procure the IBM Watson Discovery license from BMC Sales. |
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2. | BMC Helix Platform | As an administrator, configure BMC Helix Platform with IBM Watson Discovery service credentials. | |
3. | IBM Watson Discovery | As an administrator, add content to IBM Watson Discovery. | |
4. | IBM Watson Discovery | (Optional task) As an administrator or application business analyst, annotate fields in your documents for improved search results, customize how your documents are indexed by using the Smart Document Understanding. |
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5. | IBM Watson Discovery | As an administrator, note down the IBM Watson Discovery collection ID for each collection that you want your chatbot to search. |
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6. | BMC Helix Platform | Create an in-bundle setting in the application so that administrators can define the search data sets. | |
7. | BMC Helix Platform | As an administrator or application business analyst, ensure that the documents added in IBM Watson Discovery are used in cognitive insights, and define these search data sets. | |
8. | BMC Helix Platform | As an application business analyst, define the display format of documents for each data set, download the templates and, if required, configure them. | |
9. | BMC Helix Platform | As an administrator or application business analyst, ensure that cognitive insights (not FTS) is used in your chatbot application, and configure cognitive insights. | |
10. | BMC Helix Platform | As an administrator or application business analyst, if you are using multiple chatbots, configure each chatbot. |
Select an entry in the Data Set column.
In this example, Template for Internal DS_Calbro.
Click Upload Template, and browse to the location where you saved the out-of-the-box templates.
Note
The Download Template option is not for downloading the original, out-of-the-box templates. This option only enables you to download and view the template already applied to a channel. If required, you can use this option to download an applied template, edit it, and then upload it.
After you upload a display template for your web and non-web channels, you can perform the following test to verify that the knowledge articles are displayed as per your template.
After configuring cognitive insights, if search results are not displayed as expected, use the following checklist to troubleshoot the issues:
Unable to view the search results
Localizing chatbot conversations by using localized Chatbot Skills for each language
Utilizing multiple chatbots for each line of business