This space contains information about the BMC Chat 8.0 release, which is a part of the BMC Remedy IT Service Management (BMC Remedy ITSM) 8.0 release.
A significant portion of the content for this product exists in the PDFs topic. If you cannot find the information that you need in the navigation pane, use the search box above the navigation pane or see the documents in the PDFs topic.
Note
BMC Chat 8.0 is not the same as the chat feature that was introduced with BMC Remedy ITSM and BMC Remedy Action Request System (BMC Remedy AR System) 8.0. BMC Chat provides a virtual chat agent that assists self-service users in resolving issues. It also provides a robust support agent console for live agents to communicate with self-service users. The chat feature of BMC Remedy ITSM and BMC Remedy AR System, uses a chat server to provide a communication mechanism for support agents (not self-service users). The chat feature was first introduced in BMC Remedy AR System 8.0.00 and is not available in previous versions of AR System. For more information about the chat feature, see the BMC Remedy AR System topic, Configuring chat.
Where to start
- End users: See the User Guide in the PDFs topic.
- Administrators: See the Installation Guide and the Administration Guide in the PDFs topic.
About BMC Chat 8.0
BMC Chat is a help desk chat tool used by support agents and self service users. It provides an animated virtual support agent that uses artificial intelligence to resolve customer issues. It integrates with existing knowledge repositories including company portals, SharePoint sites, external support sites, and knowledge bases.
Users access the Self Service Portal from a browser and start a session by asking a question to the virtual agent. The virtual agent uses a natural conversation engine to communicate with the user and searches various knowledge repositories to provide an answer. At any time the user can request a live agent. The entire chat history is retained and transferred to the live agent, preserving the chat history.
Support agents use the Support Agent Console to participate in live chats with users. Each agent can chat with up to four concurrent users. Support agents chat with the user to resolve their issue and use additional tools, such as question scripts, to expedite problem resolution. Support agents can also use the Collaboration Portal where they can join group chat rooms to get assistance from other agents.
BMC Chat also provides the following features:
- Incident integration: Open and closed chat sessions can automatically be converted to incidents with the entire chat history logged in the ticket.
- Automatic language translation: Support agents and users can chat in their respective languages. Answers from the virtual and live agents are automatically translated.
- Multi-person chat: Subject matter experts and other agents can join an existing chat session to expedite resolution time.
- Reporting: Key performance indicators and return on investment metrics are recorded and available in the reporting console.
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