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:
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 .
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 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.
- Log in to BMC Helix Innovation Studio and navigate to the Workspace tab.
- Select BMC Helix Chatbot.
- On the Chatbots tab, select BMC Chatbot > Chatbot Skills.
On the Chatbot Skills tab, fill out the following fields:
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.
Enter the ID of the IBM Watson Assistant Skill that you want to use.
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
Type the message that you want to be displayed when the user first opens the chatbot.
Request Clarification Prompt Enter the phrase to be displayed when the chatbot is unable to identify the user's exact intent. Example: Did you mean... No Relevant Options Label Enter 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.
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:
|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|
|Configure the dynamic options that are returned to a user in a chatbot conversation||To configure the dynamic options returned to a user in a chat conversation|
|Configure the chat session idle timeout period||To configure the chat session idle timeout|
|Configure search provider for BMC Helix Chatbot||Configuring cognitive search for BMC Helix Virtual Agent|
|Configure live chat for BMC Helix Chatbot||Enabling live chat for users|
|Set up specialized chatbots for your line of business||Setting up chatbots for your line of business|