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.

User goals and features

The following table lists the BMC Helix Virtual Agent users, describes their goals, and explains how these users can achieve their goals:

Related topics
  • Orientation
  • Getting started
  • Roles and permissions Open link
  • Set up BMC Helix Virtual Agent for the end users according to your business needs.
  • Configure your chatbot to work with the supported communication channels so that end users can chat by using a channel of their choice.
  • Enable live chat for end users.

  • Configure IBM Watson Assistant to set up BMC Helix Virtual Agent .
  • Configure your chatbot to work with Slack, Microsoft Office 365 Teams, Skype for Business on-premises, and SMS.
  • Enable live chat by configuring the connection between BMC Helix Virtual Agent and Live Chat .

Application business analyst
  • Import chat-enabled services from BMC Helix Digital Workplace Advanced to BMC Helix Virtual Agent so that end users can start requesting for these services.
  • Configure cognitive search for BMC Helix Virtual Agent for more accurate search results.
  • Import the chat-enabled services by using the Publish chat-enabled service wizard.
  • Configure cognitive search by using IBM Watson Discovery.
Chatbot user
  • Submit service requests and provide feedback on your conversation.
  • Use live chat to talk to support agents.
  • Connect to chatbot by using a communication channel of your choice and submit service requests.
  • Escalate your service requests to support agents if the chatbot is unable to resolve your service request.
  • Provide feedback about your chat experience by selecting one of the rating options.
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