Date | Title | Summary |
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September 2, 2022 | 21.02.01: Patch 1 | Enable Microsoft Teams in a chatbot application by using Developer Portal. |
May 4, 2021 | 21.02.01: Patch 1 | Issues that were corrected by this patch and issues that remain open |
March 17, 2021 | 21.02 | 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 BMC Helix Knowledge Management 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.
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December 4, 2020 | Patch 01 for 20.08 | This update includes defect fixes and the following enhancement: - Support for IBM Watson Plus and IBM Watson Premium plan.
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September 23, 2020 | 20.08 | 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.
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February 21, 2020 | 20.02 | 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.
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November 22, 2019 | 19.11 | 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.
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October 10, 2019 | Patch 01 for 19.08 | This update includes defect fixes. |
August 22, 2019 | 19.08 | 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.
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May 31, 2019 | 19.05 | 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.
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February 21, 2019 | 19.02 | BMC Helix Virtual Agent includes the following enhancements: - Utilize multiple chatbots for each line of business.
- Track chatbot events to derive usage metrics.
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November 30, 2018 | 18.11 | 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.
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October 18, 2018 | Patch 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.
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September 14, 2018 | 18.08 | 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
.
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July 29, 2018 | 18.05: Update 01 | This release includes fixes for known issues. |
June 6, 2018 | 18.05 | 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
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March 30, 2018 | 18.02: Update 01 | BMC Helix Virtual Agent includes the following feature: - Support for enabling live chats for users
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February 28, 2018 | 18.02 | BMC Helix Virtual Agent includes the following features: |
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