Phased rollout

 

This version of the software is currently available only to early adopter SaaS customers as the first step in our phased rollout. Click here to view an earlier version.

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:

ComponentDescription

Additional license required


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.

NAConfiguring 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. 

NA

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 Business Workflows subscription from BMC

  • BMC Helix Business Workflows

  • Enabling integration with BMC Helix Business Workflows

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:

  • For BMC Helix Innovation Suite
  • For Remedy IT Service Management Suite.

(If you want more than five users to access BMC Helix ITSM: Smart Reporting) BMC Helix Custom Applications - Reporting User license from BMC

  • BMC Helix ITSM: Smart Reporting
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.

Not applicable
WhatsApp

Use this communication channel if your employees are familiar with WhatsApp. You can also leverage the cognitive capabilities of  BMC Helix Virtual Agent.

Twilio subscription
Slack

Use this communication channel if your employees are familiar with Slack. You can also leverage the cognitive capabilities of  BMC Helix Virtual Agent.

Slack subscription
TwilioUse this communication channel to use SMS for chatbot applications.Twilio subscription
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 Office 365 license
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.

Microsoft Skype license
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.

Not applicable
  • Remedy Single Sign-On

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.

Not applicable
  • Measuring the cognitive service consumption
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 Helix Platform Cognitive Automation license from BMC
BMC applications

BMC Helix Digital Workplace Advanced

Enables end users to contact the service desk and track existing requests via BMC Helix Virtual Agent.

Not applicable

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.

Remedy IT Service Management license or BMC Helix Business Workflows subscription from BMC

  • BMC Helix ITSM: Knowledge Management
BMC crawler utility

Crawls only the BMC Helix ITSM: Knowledge Management articles to include them in cognitive search via BMC Helix Virtual Agent.

Not applicable


Smart IT

An intuitive, social, and mobile service desk experience. Support agents in Smart IT can respond to end users in BMC Helix Virtual Agent by using the live chat console in Smart IT.

Remedy with Smart IT license from BMC
  • BMC Helix ITSM: Smart IT 21.02

BMC Helix ITSM


Used to manage people data for BMC Helix Virtual Agent.

BMC Helix ITSM license from BMC

  • BMC Helix ITSM

Live Chat

Provides a self-service solution for end users and support agents to interact with each other via live chat.

BMC Helix Digital Workplace Advanced license from BMC

  • BMC Live Chat

  • Enabling live chat for users
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.

Not applicable

  • IBM Watson Assistant for 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.

BMC Helix Cognitive Automation license from BMC

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.

  • Google Cloud Platform subscription from Google.
  • BMC Helix Cognitive Automation license from BMC
  • Google Cloud classification

  • To set up the Google Cloud Platform account manually


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.

BMC Helix Cognitive Automation license from BMC

  • IBM Watson Tone Analyzer

  • Example of invoking a custom process in BMC Helix Virtual Agent

IBM Watson Discovery

Use IBM Watson Discovery service to provide cognitive search capabilities.

BMC Helix Cognitive search license from BMC
  • IBM Watson Discovery

Google Cloud Translation

Use Google Cloud Translation API as one of the real-time translation providers for chatbot conversations.

Google Cloud Translation API subscription from Google


  • Google Cloud Translation

  • Localizing chatbot conversations by using real-time translation

Microsoft Azure Translator

Use Microsoft Azure Translator as one of the real-time translation providers for chatbot conversations.

Microsoft Azure Translator subscription from Microsoft
  • Microsoft Azure Translator

  • Localizing chatbot conversations by using real-time translation
BMC Helix Integration Service

BMC Helix Integration Service

Connects BMC Helix Virtual Agent and other BMC applications with applications in the external cloud.

BMC Helix Innovation Suite license from BMC

  • BMC Helix Integration Service
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.

External cloud licenses as applicable.
  • Configuring the authentication credentials of REST API web services


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