Phased rollout


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Utilizing multiple chatbots for each line of business

The goal of this use case is to enable administrators and application business analysts to create multiple specialized chatbots, in addition to the default chatbot. You can create chatbots for a business unit or department in an organization such as HR or IT Helpdesk, and train these chatbots so that they are experts in specific areas. You can also train the chatbots to automatically transfer a conversation to the appropriate chatbot.

Scenario: Creating multiple chatbots for your line of business

ABC company has set up a single generalized chatbot to address the employees' queries about HR policies, IT issues, and Office Facilities. All the user queries are routed to a single chatbot that is not well trained to address the advanced issues. If users want to be transferred to live agents, their requests are included in a common queue (regardless of the priority) and the wait time is longer. For example, a sales executive's issue of NT user account being locked might be of higher priority than an employee's request to change the salary account to another bank.  

In such a scenario, administrators can create multiple specialized chatbots. For example, administrators can create the HR chatbot that addresses HR queries only, and an IT chatbot that addresses IT-specific issues only. Administrators also train these chatbots so that the chatbot recognizes the user's intents and transfers the conversation to the other specialized chatbot whenever required. The respective chatbot searches various knowledge repositories and returns a solution to the users. If the chatbot cannot provide sufficient information, it routes the users to support agents who are experts in that field. The support agents accept the chat request and engage in a live chat with the users. 



As an administrator or application business analyst, create single or multiple specialized chatbots for each department such as HR and IT Helpdesk. Train these chatbots so that they are experts in specific areas.

Setting up chatbots for your line of business

(Optional) As an administrator or application business analyst, publish a BMC Helix Digital Workplace Advanced service in a chatbot.

Importing chat-enabled services from BMC Helix Digital Workplace Advanced

Configure IBM Watson Assistant Skill to enable transfer of conversation between multiple chatbots.

Configuring the dialog nodes to enable transfer between chatbots

Results: End user experience of multiple chatbots and conversation transfer

The following image illustrates how multiple specialized chatbots can help you address user queries effectively:

The following image shows how a conversation can be transferred from IT Chatbot to HR Chatbot: 


Creating multiple specialized chatbots provides the following advantages over a single generalized chatbot:

  • Easy to provide greater in-depth knowledge so that the chatbots are experts in specific areas.
    You can create specialized chatbots for each individual team or department in your organization. Therefore, there are clear boundaries for each chatbot and there is no risk of overlapping. 
  • Faster resolution of escalations as separate queues are created for transferring to live agents.
  • Easy to create sample chatbots and test them without affecting the rest of the chatbots.
  • End users need not switch to a different chatbot UI as the conversation is transferred in the same UI. 
  • End users need not repeat the messages sent to the original chatbot. 
  • When transferred to a support agent, the agent receives a transcript of the chat conversation from the latest chatbot. 
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