If you have BMC Helix Digital Workplace Advanced, as an application business analyst, you can enable chat for BMC Helix Digital Workplace Catalog services so that users can request these services from a chat conversation. The services include conversation data (or questions) that enables you to define a conversation flow between BMC Helix Chatbot and the user.
The following video (4:57) provides a demonstration of importing a service from BMC Helix Digital Workplace Advanced to BMC Helix Chatbot:
https://www.youtube.com/embed/1QS7zrbfaxc
BMC Helix Chatbot supports the following question types:
The following table lists the question types that BMC Helix Chatbot supports and does not support:
Question type | Supportability ( / ) |
---|---|
Text area | |
Text field | |
Date/Time | |
Date | |
Attachment | |
Dynamic answer | |
Look-up | |
Table | |
Dependent | |
Question with an option value whose length is greater than 64 |
You can also use BMC Helix Chatbot to initiate interactive conversations with users, and provide response options for their queries. For example, when a user requests for a paid time-off, the interactive chat options can be 'Paid time-off', 'Unpaid time-off', or 'Annual time-off'. For more information, see Configuring interactive chat options in chatbot conversations.
You can also modify the conversation data of a service to make BMC Helix Chatbot respond in a more conversational tone.
Note
Ensure that the following conditions are met:
Product | Action |
---|---|
BMC Helix Chatbot | The administrator has configured BMC Helix Chatbot to connect with the following applications:
|
BMC Helix Digital Workplace Advanced | The service catalog administrator has created and configured the services in BMC Helix Digital Workplace Catalog, so that an appropriate service is enabled for chat. |
BMC Helix Digital Workplace Advanced | The service catalog administrator has mapped services with asset groups so that when users request for these services from chat conversations, the asset groups are displayed. |
BMC Helix Digital Workplace Advanced | Administrator has configured services and assets to be made available on the My Stuff page. For more information about how to set up the My Stuff page, see Setting up the My Stuff page . For more information about configuring services and assets, see Configuring services and assets to be available on the My Stuff page . |
(If you want to use localization) IBM Watson Assistant BMC Helix Digital Workplace Catalog |
|
(If you want to use disambiguation) BMC Helix Innovation Studio |
|
You can use the Publish Chat-enabled Service wizard to enable chat for any service that is available in BMC Helix Digital Workplace Catalog.
Click BMC Chatbot.
On the Cognitive Service Provider tab, perform the following steps:
In Chatbot Name, select the chatbot that you want to publish along with the BMC Helix Digital Workplace Catalog service.
Note
The Chatbot Name list displays only the chatbots that are configured for the application.
In Locale, select the locale for which you want to modify the conversation data.
Click Next.
On the Service to Chat-enable tab, the services and service actions that are available in the publication space are populated automatically.
On the Service to Chat-enable tab, select the check box next to the service for which you want to enable chat.
Note
You can enable chat only for one service at a time.
BMC Helix Chatbot imports the service's conversation data from BMC Helix Digital Workplace Catalog.
The Published column shows if the service's conversation data is already published to the cognitive service provider's publication space. If you select an already-published service, BMC Helix Chatbot overwrites the service's conversation data with the latest data.
In Service Actions, select the check box corresponding to the service action that you want to import.
From a chat conversation, users can select an imported service action for their assets, for example, report an issue, request for a repair, and so on.
Note: Only the service actions that you import to BMC Helix Chatbot are displayed in the chat conversation.
For more information about troubleshooting issues with service actions, see Troubleshooting BMC Helix Chatbot issues.
Click Next.
On the User request tab, you can modify the conversation data for the selected service.
After you have selected the locale and the BMC Helix Digital Workplace Catalog service, you can modify the service's conversation data to make BMC Helix Chatbot respond in a more conversational tone. To do this, the Publish Chat-enabled Service wizard imports the service's existing conversation data from BMC Helix Digital Workplace Catalog.
Click BMC Chatbot.
On the User Request tab, complete the fields as described in the following table:
Field | Action |
---|---|
Store as | Click Replace. |
Add Request Variation | Add different ways in which users can request for this service. |
Request Clarification Phrase | If you want to use disambiguation, enter the phrase for the selected service. If the chatbot is unable to determine the user's intent, this phrase is displayed as one of the selectable buttons/options to the end users. For example, if you are importing the service to install software, you can enter Download software in this field. Note: You cannot use disambiguation if you leave this field blank. |
The following image shows the User Request tab:
From the Service Questions pane, select the question that you want to modify.
Consider the following information related to the user experience when submitting service requests from a chat conversation:
Conversation channels such as Slack, Skype for Business on-premises, and Microsoft Teams control the number of answers options for questions with dynamic answers that are displayed in a chat. However, you can configure the number of answer options to be displayed on Twilio. For more information, see Setting up chatbots for your line of business.
You can also add attachment questions to be displayed in a chat conversation in channels such as Slack, Twilio, Microsoft Teams, and Chatbot UI. However, Skype for Business on-premises does not support attachments. Users can add one attachment of size upto 20 MB in each question.
To modify the selected question, perform the actions as described in the following table:
Field | Action |
---|---|
Include question | Select the check box to include the question in the chat conversation data. Or clear the check box to exclude this question from the chat conversation data. Note: If the question is mandatory or if it is a part of a condition, you cannot exclude the question. |
Natural Language Expression of the Question | Enter a simplified form of the question to suit your business needs. |
Insert Chat Variable | Select an appropriate variable to include context data as part of the rephrased question. The context data comes from Person data or from responses collected in the previous questions. For example, $chatbot_firstName, $chatbot_jobTitle, and so on. |
Replace | Click this to replace the selected answer with an appropriate answer that is already present in the target publication space. |
Display the possible answers to this question as selectable buttons/options | Select the check box to present single-select response options to the user during a chatbot conversation. For multi-select response options, the check box is disabled. |
The following image shows the Questions tab:
From the Service Questions pane, select the answer option that you want to modify.
For the selected answer, enter the values in the following fields:
Field | Action |
---|---|
Answer Variations | Select the type of answer variation. The following types are available:
|
Add Natural Language Expression Variation | Click the link to add simplified forms of the answer. For example, for the Office 365 answer option, you can enter values, such as Microsoft Office 365 or Web-based Office 2010. |
After you modify the questions and the answers, click Next.
On the Publication tab, click Publish.
The following image shows the Publication tab, after you publish the service:
After you publish the service, the conversation data for service is imported to the cognitive service provider's publication space, and BMC Helix Chatbot application is enabled for the service. Users can now submit the service requests from chatbot conversations. If you have imported localized service definitions, users can submit the service requests in their locale.
The Publish Chat-enabled Service wizard does not support the following features:
Submitting service requests by using chatbot
Localizing chatbot conversations by using localized Chatbot Skills for each language
Enabling Microsoft Teams in a chatbot application by registering inline with Microsoft App Studio
Creating questions with default responses
Creating selection menus for question responses
3 Comments
Ashish Srivastav
Anushree Chavan
Anushree Chavan