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This documentation supports the 23.3 version of BMC Helix Virtual Agent, which is available only to BMC Helix customers (SaaS).

To view an earlier version, select the version from the Product version menu.

BMC

BMC Helix Virtual Agent 23.3

All versions
Use BMC Helix Virtual Agent to enable your end users to request services and resolve their issues in a conversational interface. Using natural language, BMC Helix Virtual Agent can report issues, create requests and cases, or search for knowledge articles on behalf of the users.


Release notes and notices
updated 31 May

Learn what’s new or changed for BMC Helix Virtual Agent 23.3 and patches, including new features, urgent issues, documentation updates, and fixes or patches.

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Related topics

Known and corrected issues

Support information

BMC Helix Innovation Suite Release notes and notices Open link


The following updates have been added since the release of the product:

Date

Summary

Reference
May 29, 2024

BMC Helix Virtual Agent includes the following enhancements:

  • Support for transferring the chat to a live agent from a skill-based BMC HelixGPT chatbot
  • Create test cases to validate chatbot responses
  • Import IBM Watson logs to
    BMC Helix Innovation Suite automatically

Issues that were corrected by 23.3 Patch 2 and issues that remain open

23.3 enhancements and patches
May 24, 2024

BMC announces the end-of-life plan for Telemetry version 20.08.x.

Statement of direction: End-of-life plan for Telemetry version 20.08.x
March 22, 2024

Patch 1 for version 23.3 is available for on-premises customers.

Issues that were corrected by 23.3 Patch 1 and issues that remain open

23.3 enhancements and patches
March 8, 2024
BMC Helix Virtual Agent includes the following enhancements:
  • Leverage BMC HelixGPT as an Assistant Service Provider in BMC Helix Virtual Agent
  • Provide an audio notification for when a Live Chat Agent joins a chat.
  • Notify idle users through Slack.
  • Delete retired knowledge articles from IBM Watson Discovery Collection by using BMC Crawler 
  • See knowledge article user ratings in IBM Watson Discovery
  • Automatically push knowledge article events to Telemetry

Issues that were corrected by 23.3 Patch 1 and issues that remain open

23.3 enhancements and patches
December 8, 2023
BMC Helix Virtual Agent includes the following enhancements:
  • (Controlled availability customers only) Leverage BMC HelixGPT as an Assistant Service Provider in BMC Helix Virtual Agent.
  • Customize primary, secondary and active branding colors in BMC Helix Virtual Agent.
  • Display the latest comments added to the service requests created in BMC Helix Digital Workplace Advanced.
  • Customize the default system messages displayed by the chatbot based on the supported locales.

Issues that were corrected by 23.3 and issues that remain open

23.3 enhancements and patches


Planning and deploying chatbots

 

Before implementing chatbot, plan and identify the use cases that you want to address by using chatbots.

Integrating

 

As an administrator, set up integrations with other BMC products or third-party software.



Administering

 

As an administrator, change the branding of  BMC Helix Virtual Agent, configure the chatbot channels and knowledge search providers, and view the chatbot usage reports.

Troubleshooting

 

Resolve issues that you might encounter while using BMC Helix Virtual Agent.



Developer Communities

Developer Communities

Helix Communities

Communities

Videos

Videos

Education

BMC Training and Certification 

PDFs and videos

 

Get a list of all the videos and a PDF version of the BMC Helix Virtual Agent documentation.

FAQ

 

Find answers to the most frequently asked questions about BMC Helix Virtual Agent.

Related spaces

 

See the documentation of products related to BMC Helix Virtual Agent.

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