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.

Release notes and notices


Learn what’s new or changed for BMC Helix Virtual Agent 21.02, including new features, urgent issues, documentation updates, and fixes or patches.

Tip

To stay informed of changes to this list, click the  icon on the top of this page.


Related topics

Known and corrected issues

Support information

BMC Helix Innovation Suite Release notes and notices


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

Date

Title

Summary

March 17, 202121.02

BMC Helix Virtual Agent includes the following enhancements:

  • Product name changes in Remedy platform, Remedy ITSM, and BMC Helix Platform applications.

  • BMC Helix Innovation Suite for all service management applications.
  • Leverage common Foundation data in BMC Helix Virtual Agent.

  • Leverage ComAround knowledge search in BMC Helix Virtual Agent.
  • Support for WhatsApp as a chatbot channel.
  • Additional locale support provided by real-time translation.
  • Importing services from BMC Helix Digital Workplace Advanced to BMC Helix Virtual Agent includes the following enhancements:
    • Ability to include service fulfilment answers with data lookups.
    • View the last published state of service definitions when republishing the services.
  • Change the branding of BMC Helix Virtual Agent by customizing chatbot animation.
  • Leverage BMC Helix Dashboards to view and generate chatbot usage reports.
  • View the request ID of service request definitions that are imported from BMC Service Request Management.
December 4, 2020Patch 01 for 20.08

This update includes defect fixes and the following enhancement:

  • Support for IBM Watson Plus and IBM Watson Premium plan.
September 23, 202020.08

BMC Helix Virtual Agent includes the following enhancements:

  • Import services with dependent questions from BMC Helix Digital Workplace Advanced.
  • Add service options in the chatbot welcome message.
  • Integration with BMC Helix Cloud Cost to show cost optimization recommendations in a chat.
  • Customizable chatbot menu for multiple lines of business.
  • Search chatbot reports by location and view chatbot unique users reports in BMC Helix Innovation Studio.
  • Receive attachments from support agents during a live chat session.
  • Support for Danish and Norwegian languages.
  • Set the default locale for a chatbot.
  • Switch to preferred language in a chat conversation.
February 21, 202020.02

BMC Helix Virtual Agent includes the following enhancements:

  • Improved cognitive search crawler to include articles from Remedy Knowledge Management.
  • Chatbot measurement dashboard which displays the out-of-the-box reports on the usage metrics.
  • Chat enhancements for ease of use.
  • Create reports based on raw events in the Telemetry service.
November 22, 201919.11

BMC Helix Virtual Agent includes the following enhancements:

  • Real-time translation of chatbot conversations.
  • Transfer a chat conversation from one chatbot to another.
  • Configurable chatbot feedback rating scale order.
  • Support for Automation Anywhere Robotic Process Automation (RPA).
  • Ability to configure how a chatbot addresses the user—by first name, last name, or both.
October 10, 2019Patch 01 for 19.08This update includes defect fixes.
August 22, 201919.08

BMC Helix Virtual Agent includes the following enhancements:

  • Enable users to access their asset information in BMC Helix Digital Workplace Advanced from a chat conversation.
  • Cognitive routing of chats to subject expert agents.
  • Provide extractive summaries of chatbot and end user to agents.
  • Enable chatbot to provide Did you mean options to the end users.
May 31, 201919.05

BMC Helix Virtual Agent includes the following enhancements:

  • Improved BMC Helix Virtual Agent web UI for better user experience.
  • Support for Microsoft Teams and Skype for Business on-premises as a chatbot channel.
  • Leverage BMC Helix ITSM: Smart Reporting capabilities to generate chatbot usage reports.
  • Support for attachment questions and dynamic answers in service requests from a chat.
  • Support for providing feedback using BMC Helix Virtual Agent User Survey.
February 21, 201919.02

BMC Helix Virtual Agent includes the following enhancements:

  • Utilize multiple chatbots for each line of business.
  • Track chatbot events to derive usage metrics.
November 30, 201818.11

BMC Helix Virtual Agent includes the following enhancements:

  • Enhanced wizard to configure BMC Helix Virtual Agent for BMC Helix Digital Workplace Advanced service.
  • Live chat enhancements.
October 18, 2018Patch 01 for 18.08

BMC Helix Virtual Agent includes the following enhancement:

  • BMC Helix Innovation Suite supports Identity and Access Management (IAM) API key based authentication for configuring the cognitive service.
September 14, 201818.08

BMC Helix Virtual Agent includes the following features:

  • Localization of BMC Helix Virtual Agent messages in select languages.
  • Configuration of application data for use in context of a chat conversation.
  • Ability to embed the BMC Helix Virtual Agent UI in applications that were not developed on BMC Helix Innovation Suite.
  • See also Deprecated features .
July 29, 201818.05: Update 01This release includes fixes for known issues.
June 6, 201818.05

BMC Helix Virtual Agent includes the following features:

  • Enable users to submit service requests from BMC Helix Virtual Agent conversations
  • Enable interactive conversation
  • Interface design enhancements
March 30, 201818.02: Update 01

BMC Helix Virtual Agent includes the following feature:

  • Support for enabling live chats for users

February 28, 2018

18.02

BMC Helix Virtual Agent includes the following features:

  • Support for BMC Helix Digital Workplace Advanced

  • Support for new interface channels

  • Web chat UI enhancements

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

Comments