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.

Setting up BMC Helix Virtual Agent

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 is the default chatbot that it is configured to work with the BMC Helix Virtual Agent web UI. As an administrator or application business analyst, you can configure BMC Helix Virtual Agent in the following ways:

  • Rebrand BMC Helix Virtual Agent.
  • Configure the chatbot to work with one or more communication channels.
  • Configure cognitive search for BMC Helix Virtual Agent.
  • Enable live chat for BMC Helix Virtual Agent.

Before you begin

  • Ensure that you have subscribed to the appropriate service license to configure a chatbot.

  • Ensure that you complete the tasks described in the following table:

    ProductTask

    IBM Watson Assistant

    If you have subscribed to IBM Watson Assistant Plus or IBM Watson Assistant Premium plan, as an administrator, provide skill-level permissions to your users. For more information, see To provide skill-level permissions in IBM Watson Assistant service for chatbot .

    IBM Watson Assistant

    You have the Identity and Access Management (IAM) API key or username and password of the IBM Watson Assistant instance in which you have created the IBM Watson Assistant Skill

    You can  get the IAM API Key   by logging in to IBM Cloud.


     Copy the IAM API Key from this screen


    IBM Watson Assistant

    You have the IBM Watson Assistant Skill ID of the reference Skill that is provided with BMC Helix Virtual Agent or custom IBM Watson Assistant Skill that you want to use. 

    You can get the Skill ID by logging in to IBM Watson Assistant and selecting the appropriate Skill.


     Copy the Skill ID from this screen


To configure the Skill ID for BMC Helix Virtual Agent

This is the first step in setting up BMC Helix Virtual Agent.

In BMC Helix Virtual Agent, you must provide the Skill ID, so that the BMC Helix Innovation Suite Cognitive Service can connect to your IBM Watson Assistant Skill. 

  1. Log in to BMC Helix Innovation Studio and navigate to the Workspace tab.
  2. Select BMC Helix Chatbot
  3. On the Chatbots tab, select BMC Chatbot > Chatbot Skills.
  4. On the Chatbot Skills tab, fill out the following fields:

    UI field

    Description

    API Key tab

    If you have received the Identity and Access Management (IAM) API key, click the API Key tab and enter the IAM API key.

    Username & Password

    If you do not have IAM API key, click the Username & Password tab and enter the username and password of your IBM Watson Assistant service.

    Workspace ID

    Enter the ID of the IBM Watson Assistant Skill that you want to use.

    Locale

    Verify the name of the locale, which is automatically populated according to the Skill ID that you entered earlier.

    Chatbot Display Name

    Type a name for BMC Helix Virtual Agent that you want to be displayed to users.

    Example: Helix bot

    Welcome Message

    Type the message that you want to be displayed when the user first opens the chatbot.

    Request Clarification PromptEnter the phrase to be displayed when the chatbot is unable to identify the user's exact intent. Example: Did you mean...
    No Relevant Options LabelEnter the phrase to be displayed when none of the options provided by the chatbot are relevant for the user.
    Default: None of these Note: If you keep this field blank, this option is not displayed in the chat conversation.
  5. Click Save
    After saving, disambiguation is enabled in IBM Watson Assistant.

    To view the chatbot and verify the chatbot settings, click Launch Bot

Additional configurations for BMC Helix Virtual Agent

After completing the first step of configuring the Chatbot Skills for BMC Helix Virtual Agent, you can perform the following additional configurations:

ConfigurationReference
Add option buttons as common service suggestions in the welcome message so that the end user can initiate a request by just clicking a button. To add service option buttons in the welcome message

Configure BMC Helix Virtual Agent to work with one or more communication channels such as Slack, Microsoft Office 365 Teams, Skype for Business on-premises, SMS, and WhatsApp.

Configuring a chatbot to work with a communication channel
Change the branding of BMC Helix Chatbot

Branding BMC Helix Virtual Agent for your company

Configure the dynamic options that are returned to a user in a chatbot conversationTo configure the dynamic options returned to a user in a chat conversation
Configure the chat session idle timeout periodTo configure the chat session idle timeout
Configure search provider for BMC Helix ChatbotConfiguring cognitive search for BMC Helix Virtual Agent
Configure live chat for BMC Helix ChatbotEnabling live chat for users
Set up specialized chatbots for your line of businessSetting up chatbots for your line of business

Related topics

Enabling users to submit service requests from BMC Helix Chatbot conversations

BMC Helix Virtual Agent usage reports

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