Self-service through BMC Helix Virtual Agent in BMC Digital Workplace Advanced

The goal of this use case is to enable a user to leverage BMC Helix Virtual Agent conversation capabilities. An administrator can enable BMC Helix Virtual Agent conversation capabilities so that the end users can request a service in their locale from the BMC Helix Digital Workplace Advanced Catalog or search for knowledge articles within a conversation. 

For more information about Configuring BMC Helix Virtual Agent for localization, see Localizing chatbot conversations by using real-time translation.

Scenario: Requesting services

In an organization an employee wants to install Microsoft Visio. Usually an employee needs to log in to the IT help desk portal and create a new request. The process of creating a new request might be time consuming. To overcome this issue, the head of the organization decides to use BMC Helix Virtual Agent that has conversation capability. An administrator then configures the BMC Helix Virtual Agent to work with the BMC Helix Digital Workplace Advanced Catalog that provides access to all the services in the organization. The administrator also configures BMC Helix Virtual Agent to work with multiple user communication channels, such as Slack or Microsoft Office 365 (Teams), so that the employee can interact with BMC Helix Virtual Agent through different interfaces.

The employee now directly interacts with BMC Helix Virtual Agent in natural language through one of the supported chatbot channels. BMC Helix Virtual Agent gets the details such as the system name to install the software, purpose of software installation, priority and so on. BMC Helix Virtual Agent then creates a request of software installation on behalf the user and informs the user that the request is created.

The following image shows an example of interaction between BMC Helix Virtual Agent and a user:

Scenario: Solving problems with self-help

In an organization a new employee is unable to reset password for an application.

With BMC Helix Virtual Agent configured to work with BMC Helix Digital Workplace Advanced, the employee can solve the problem on their own. The employee can interact with the BMC Helix Virtual Agent and ask how to reset password for the specific application. BMC Helix Virtual Agent then searches for knowledge articles related to application password reset and provides the knowledge article links to the employee. The employee goes through the knowledge article, and finds the procedure to reset the application password, and resolves the problem without having to create a request.

Benefits

• If you have multiple chatbots for different lines of business, all the chatbots connect to a single instance of BMC Helix Digital Workplace Advanced.
• Users do not need to go to BMC Helix Digital Workplace Advanced application to create service requests or search for knowledge articles.
• Users can directly interact with BMC Helix Virtual Agent in their locale and in natural language to get their tasks done.
• Users can use different interfaces to interact with BMC Helix Virtual Agent, such as web UI, mobiles devices.

Where to go from here

Integrating