BMC Helix Virtual Agent architecture
BMC Helix Virtual Agent is an omni-channel, AI-driven chatbot that uses natural language to converse and resolve end-users' queries. BMC Helix Virtual Agent includes BMC Chatbot, BMC Helix Digital Workplace Catalog and BMC Helix Knowledge Management by ComAround.
The BMC Helix Virtual Agent solution is tailored to platforms and devices that employees are already using, supports line of businesses to enable multiple specialized chatbots, and can call and execute custom processes and workflows.
The following diagram illustrates the communication between components in a typical production deployment for BMC Helix subscribers (SaaS):
The following table describes the BMC Helix Virtual Agent architecture components and the licenses required for the components:
| Component | Description | Reference |
|---|---|---|
BMC Helix Virtual Agent | ||
BMC Helix Knowledge Management | End users can search articles from the BMC Helix Knowledge Management Article-Pack, from BMC Helix ITSM: Knowledge Management (after knowledge synchronization), and leverage the enhanced cognitive search capabilities in BMC Helix Knowledge Management. | Configuring BMC Helix Knowledge Management in BMC Helix Virtual Agent |
BMC Helix Digital Workplace Catalog | An app store solution designed to be at the centre of your digital workplace. End users visit the Catalog to make requests for services, such as a password reset, a software or mobile app installation, or changes to employee status. | |
BMC Helix Innovation Suite | ||
BMC Helix Business Workflows | End users in BMC Helix Virtual Agent can search knowledge articles, and create, update, or review cases in BMC Helix Business Workflows. If live chat is enabled, support agents in BMC Helix Business Workflows can respond to end-users via BMC Helix Virtual Agent. | |
BMC Helix ITSM: Smart Reporting | BMC Helix Virtual Agent and BMC Helix Business Workflows includes a reporting dashboard with several out-of-the-box reports that can be viewed in BMC Helix ITSM: Smart Reporting Important: Two instances of BMC Helix ITSM: Smart Reporting are used:
| |
| Chatbot channels | ||
BMC Helix Chatbot web UI | The default interface of BMC Helix Virtual Agent. It provides a modern user experience that can be embedded in any external application. | |
Use this communication channel if your employees are familiar with WhatsApp. You can also leverage the cognitive capabilities of BMC Helix Virtual Agent. | ||
| Slack | Use this communication channel if your employees are familiar with Slack. You can also leverage the cognitive capabilities of BMC Helix Virtual Agent. | |
| Twilio | Use this communication channel to use SMS for chatbot applications. | |
| Microsoft Teams | Use this communication channel if your employees are familiar with Teams. You can also leverage the cognitive capabilities of BMC Helix Virtual Agent. | |
| Microsoft Skype for Business on-premises | Use this communication channel if your employees are familiar with Skype for Business on-premises. You can also leverage the cognitive capabilities of BMC Helix Virtual Agent. | |
| Shared services | ||
BMC Helix Single Sign-On | When BMC Helix Virtual Agent is integrated with BMC Helix Single Sign-On, existing Remedy users can gain access to chatbot without providing the credentials again. | |
Telemetry | Use the telemetry service to monitor the consumption of cognitive services used for BMC Helix Virtual Agent. The telemetry consumption reports are provided in addition to the reports provided with BMC Helix ITSM: Smart Reporting. | |
| Summarization | Support agents can receive a summary of chatbot conversation between the end user and BMC Helix Virtual Agent. The summarization service can also generate a summary of emails, or attachment text (for example, Adobe PDF (.pdf), Microsoft Word (.doc, .docx). | |
| BMC applications | ||
BMC Helix Digital Workplace Advanced | Enables end users to contact the service desk and track existing requests via BMC Helix Virtual Agent. | |
BMC Helix ITSM: Knowledge Management | A framework for creating, publishing, reviewing, and searching IT knowledge articles. You can use the BMC crawler utility to include articles from Remedy Knowledge Management in cognitive search. | |
| BMC crawler utility | Crawls only the BMC Helix ITSM: Knowledge Management articles to include them in cognitive search via BMC Helix Virtual Agent. | |
BMC Helix ITSM: Smart IT | An intuitive, social, and mobile service desk experience. Support agents in BMC Helix ITSM: Smart IT can respond to end users in BMC Helix Virtual Agent by using the live chat console in Smart IT. | |
BMC Helix ITSM | Used to manage people data for BMC Helix Virtual Agent. | |
Live Chat | Provides a self-service solution for end users and support agents to interact with each other via live chat. | |
| BMC Cognitive Services | ||
IBM Watson Assistant for chatbot | A conversation AI platform that helps you provide fast, straightforward, and accurate answers to queries initiated via chatbot. You configure an IBM Watson Assistant instance to work with chatbot. IBM Watson Assistant can be automatically trained for services in BMC Helix Digital Workplace Catalog, which speeds up the implementation of chatbot. | |
IBM Watson Assistant for auto-categorization | A conversation AI platform that is used by BMC Helix Digital Workplace Advanced to auto-categorize service requests. BMC Helix Virtual Agent can invoke a custom process to use auto-categorization with chatbot. | |
Google Cloud Platform | An AI platform that can be used for auto-categorization. BMC Helix Virtual Agent can invoke a custom process to use auto-categorization with chatbot. | |
IBM Watson Tone Analyzer | Analyzes the tone of the end user input tone in a chat conversation. BMC Helix Virtual Agent can invoke a custom process to use tone analysis with chatbot. | |
IBM Watson Discovery | Use IBM Watson Discovery service to provide cognitive search capabilities. | |
Google Cloud Translation | Use Google Cloud Translation API as one of the real-time translation providers for chatbot conversations. | |
Microsoft Azure Translator | Use Microsoft Azure Translator as one of the real-time translation providers for chatbot conversations. | |
| BMC Helix Integration Service | ||
BMC Helix Integration Service | Connects BMC Helix Virtual Agent and other BMC applications with applications in the external cloud. | |
| Example of external cloud applications | ||
Custom REST API endpoints Amazon Web Services Jira Microsoft Azure Salesforce | Use Web APIs to connect to custom REST API endpoints in a codeless way. | |
Comments
Log in or register to comment.