This documentation supports the 20.02 version of BMC Helix Platform.

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

Leveraging cognitive insights in your application

The BMC Helix Platform cognitive service uses IBM Watson Discovery to provide the cognitive insights capabilities. Cognitive insights utilizes artificial intelligence (AI) to merge the scattered knowledge and provide more relevant search results. You can leverage cognitive insights in BMC Helix Chatbot and custom applications to enable cognitive search across BMC Helix Platform data and external data. 

Data crawler to include knowledge articles in cognitive insights 

As an administrator, you must crawl the knowledge articles to include them in cognitive insights. You can run one of the following crawlers on the knowledge articles:

  • BMC Crawler—For knowledge articles in Remedy Knowledge Management only.  
  • IBM Watson Discovery Data Crawler—For data in any database or file system that is not in Remedy Knowledge Management. 

Scenario: Enabling cognitive insights in multiple chatbots

An organization uses a chatbot in their HR and IT service request applications. The knowledge base of the organization is in Remedy Knowledge Management. As an administrator, you install and run the BMC crawler to include knowledge articles in Remedy Knowledge Management in cognitive search. After a successful crawl, you enable cognitive insights for the HR and IT chatbots so that the search results are displayed based on users' searches.

For example, a user is facing problems when installing an application and asks BMC Helix Chatbot for help. BMC Helix Chatbot uses cognitive insights to find the matching paragraphs in the relevant knowledge articles in Remedy Knowledge Management and provides the information to the user.

Result: End-user experience after enabling cognitive insights in a bot

An employee searches for knowledge articles on how to change an ink cartridge. In their own words, they ask the chatbot for information. The bot uses cognitive insights, identifies the intent of the user, and displays snippets from the most relevant knowledge articles as search cards. The search results are displayed in a carousel in the chatbot window as shown in the following image:

The employee can click the display results and view the complete knowledge article from the chatbot window.

Based on the usefulness of the knowledge article, the employee can rate the knowledge article. The ratings are then sent to the cognitive service to train IBM Watson Discovery to display most relevant knowledge articles.


IBM Watson Discovery requires at least 50 unique results for training. 

Benefits of cognitive insights

  • Crawl, convert, and enrich data.
  • Customize how your documents are indexed to better target relevant information. 
  • Securely explore your proprietary content.
  • Apply the following additional enrichments:
    • Keyword extraction
    • Entity extraction
    • Concept tagging
    • Sentiment analysis through Natural Language Understanding (NLU)
    • Relations
    • Category classification

Related topics

Enabling cognitive insights in an application

Configuring cognitive insights for BMC Helix Chatbot

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