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.

Intents for chatbot conversations

End users can use BMC Helix Virtual Agent to submit their service requests by using natural language conversation. During a conversation, based on the required intent, an end-user enters relevant text in the chat. An intent is a goal that the user wants to accomplish and is reflected in the user's input (or text) in the chat. The chatbot understands the user's intent and then responds to the user with the correct dialog.

While interacting with an out-of-the-box chatbot, as a user, you can use various intents (or their variations as texts) to converse with the chatbot. For example, while interacting with BMC ITOps Chatbot, you can request for a service budget by entering cloud cost budget in the chat. Whereas, while interacting with BMC Chatbot to request for a leave, you can enter paid time off in the chat.

List of texts for interacting with 

The following table lists the goals that you can accomplish by entering different texts when you use the out-of-the-box BMC Chatbot:

Goal to accomplishIntentText to enter
To request for the transcript of a chatemailTranscript
  • Email chat
  • Send chat transcript
  • I need the transcript of this chat
To start a conversation with a botconversation_startNA
To end a conversation with a botthanks
  • Thanks for helping
  • Thank you so much
  • Thank you
  • thanks
To know the progress of your requestsrequest-status
  • show my request
  • state of my request
  • what is the status of my request
  • request status
  • my previous request status
  • my requests
To view the list of available chatbots and switch between themlist_and_switch_chatbot
  • I want to switch the chatbot skill.
  • What are the chatbot skills?
  • Can you switch the chatbot skill.
  • Can you change the chatbot skill.
  • I want to change the chatbot skill.
  • show me available skills.
  • show me all chatbot skills.
  • what are the available chatbots?
To provide feedback on your chatbot conversationuserFeedback
  • I want to participate in survey
  • I want to provide the feedback
To start a conversation with a botgreetings
  • hi
  • hello
  • how are you?
  • helo
  • good morning
To change the locale in which you want to converse with a botpreferredUserLocale
  • change lang
  • change my language
  • I want to change my language
  • I want to change my locale
To install a new software on your machineinstall_software
  • install software
  • install application
  • need new software
To get information about your assetsmy-stuff
  • Show my assets
  • Show my stuff
  • Show my devices
  • Show my items
To receive your employment verification letteremployment-verification
  • get employment verification letter
  • I would like to have employment verification letter
  • verify employment status letter
  • employment letter
  • provide me employment verification letter

To search for any information

For example, to resolve your login issue, you enter how do I troubleshoot login issues in a chat.

Search
  • how do
  • what is
  • look for knowledge
  • search for
  • how it works
  • Question on
  • would like to know
  • explore
To raise a general requestgeneral
  • create service request
  • have generic request
  • create an incident
To get the budget details of a business service or resource poolcloud-cost
  • business service
  • cloud cost budget
  • cloud cost
  • remaining budget detail
  • resource pool
To change your organization in a chatswitch_org
  • change organization
  • go back org
  • switch org
  • switch organization
  • change org
  • go back organization
To talk to an agent about your queryLiveAgentChat
  • connect me to agent
  • want to talk to agent
To access the wifiguest_wifi
  • wifi request
  • guest wifi access
To move to a different office locationoffice-move
  • relocate offices
  • new office move
  • change my office
  • move to a different office
  • I am transferring to new office
  • changing office
  • I need to move to a different office
  • I would like to relocate to different office
To raise a request when you face issues while accessing VPNVPN_access_issue
  • could not connect to vpn
  • vpn is not working
  • issue configuring vpn
  • facing vpn access issue
  • issue accessing vpn
To apply for a leavePTO
  • apply for pto
  • paid time off
  • go on vacation
  • would like to opt maternity leave
  • take a day off
  • vacation time
  • planning vacation
  • want to take time off
  • take sick leave
  • maternity leave
  • apply timeoff
  • would like to opt paternity leave
To exit from a conversation or start a conversation againstart-over
  • start over
  • i am done
  • get out from here
  • start from beginning
  • skip
  • stop conversation
  • restart dialogue
  • quit
  • exit
  • restart conversation
  • cancel
  • cancel conversation
To get assistance from a bot in your conversationassist
  • is there anything I can assist you?
  • I need help

List of texts for interacting with BMC ITOps Chatbot

The following table lists the goals that you can accomplish by entering different texts when you use the out-of-the-box BMC ITOps Chatbot:

Goal to accomplishIntentText to enter
To start a conversation with a botgreetings
  • how are you
  • hello
  • greetings
  • hi
  • helo
  • good morning
To get the budget of a business service or resource poolcloud cost
  • cloud cost
  • business service
  • resource pool
  • remaining budget detail
  • cloud cost budget
To change your organization in a chat conversationswitch_org
  • go back organization
  • switch org
  • change org
  • go back org
  • switch organization
  • change organization
To provide feedback on your chat conversationuserFeedback
  • I want to provide the feedback
  • I want to participate in survey
To get the transcript of your chatemailTranscript
  • I need the transcript of this chat
  • Email chat
  • Send chat transcript

To get assistance for a chat

assistIs there anything I can assist you with?
To start your conversation againstart-over
  • i am done
  • get out from here
  • start from beginning
  • skip
  • start over
  • cancel conversation
  • cancel
  • restart conversation
  • quit
  • restart dialogue
  • stop conversation
  • exit
To change your locale in a chat conversationpreferredUserLocale
  • I want to change my locale
  • I want to change my language
  • change my language
  • change my lang
To end a conversation with a botthanks
  • thanks
  • Thank you
  • Thank you so much
  • Thank for helping

List of texts for interacting with BMC ChatOps

The following table lists the goals that you can accomplish by entering different texts when you use the out-of-the-box BMC ChatOps:

Goal to accomplishIntentText to enter
To update the status of your ticket in Smart ITupdateIncidentStatus
  • /updatestatus
  • 1
  • update status
  • Update Incident status
  • I want to update Incident status
  • Go for status update
To update the assignee of your incidentupdateIncidentAssignee
  • /updateAssignee
  • /assign
  • update assignee
  • I want to update assignee
  • set assignee
  • Assign Incident
To add a worklog note or an activity note to an incidentaddActivity
  • Add worklog
  • Add comment
  • Add Activity Note
  • addActivity
  • /addActivity
To save a conversation with a botsaveConversation
  • Save chat
  • save this conversation

Related topic

Orientation

Was this page helpful? Yes No Submitting... Thank you

Comments