Phased rollout

 

This version is currently available to SaaS customers only. It will be available to on-premises customers soon.

Administering

An administrator manages BMC Helix Virtual Agent to work with BMC Helix Business Workflows and BMC Helix Digital Workplace Advanced. The workflow to administer BMC Helix Virtual Agent can be divided in four phases—Creating a chatbot, configuring the IBM Watson Assistant Skill, integrating BMC Helix Virtual Agent with other applications, and performing advanced configurations, such as enabling live chat for users, embedding BMC Helix Virtual Agent in external applications, and so on.

The following table describes the tasks that you must perform in the specified sequence, the product in which you must perform the task, the description of the action that you must perform, and the reference to the procedure:

Task

ActionProduct

Reference

Phase 1: Setting up BMC Helix Chatbot
1Provide the IBM Watson Assistantworkspace ID in  BMC Helix Innovation StudioBMC Helix Innovation StudioSetting up BMC Helix Virtual Agent
Phase 2: Setting up multiple specialized chatbots and branding them
2

Create a chatbot and configure the conversation Skill ID for the chatbot.

BMC Helix Virtual Agent

3Customize the chatbot for your line of business.

BMC Helix Virtual Agent

Setting up chatbots for your line of business
4Branding chatbots for your company

BMC Helix Virtual Agent

Branding BMC Helix Virtual Agent for your company

Phase 3: Configuring BMC Helix Virtual Agent to work with a communication channel and enabling real-time translation.

5Configure a communication channel for users, such as Slack, Microsoft Office 365 (Teams), Skype for Business on-premises, and SMS, which uses Twilio.
  • BMC Helix Virtual Agent
  • BMC Helix Innovation Suite
  • BMC Helix Digital Workplace Advanced
  • IBM Watson Assistant
  • (Optional) Slack, Microsoft Teams, Skype for Business on-premises, or Twilio
Configuring a chatbot to work with a communication channel
6Configure real-time translation to localize chatbot conversations
  • Translation service provider
  • BMC Helix Virtual Agent
Enabling a real-time translation provider for chatbots

Phase 4: Configuring IBM Watson Assistant to work with BMC Helix Virtual Agent

7

Customize BMC Helix Virtual Agent to invoke custom actions in a dialog.

IBM Watson Assistant

Customizing the chatbot actions
8

Use the English IBM Watson Assistant Skill to create localized Skill so that end users can chat with BMC Helix Virtual Agent in a supported locale.

IBM Watson Assistant

Leveraging the English Skills to create localized Skills
9

Configure data that you want to add in a chat context so that BMC Helix Virtual Agent does not seek answers from the end users.

IBM Watson Assistant

Adding context to a chat conversation by using Person or application data
10

Configure IBM Watson to include a newly-added dialog Live AgentChat – Login. The dialog enables users to access the topics that are configured in BMC Virtual Chat.

IBM Watson Assistant

Configuring the live chat dialog nodes in IBM Watson Assistant Skills
11Configure the intents and dialog nodes to enable transfer between multiple chatbots.

IBM Watson Assistant

Configuring the dialog nodes to enable transfer between chatbots
12Configure the survey dialog nodes to capture feedback provided by end-users for their chatbot experience.

IBM Watson Assistant

Configuring the survey dialog nodes in IBM Watson Assistant Skills
13Configure the MyStuff dialog nodes to enable users to access their asset or MyStuff information from a chat conversation.

IBM Watson Assistant

Configuring the MyStuff dialog nodes in IBM Watson Assistant Skills
14Configure the intents to search across multiple knowledge sources

IBM Watson Assistant

Modifying the intents to search across multiple knowledge sources
15Update the dialog node to publish the chatbot response to a user query as answered or unanswered.

IBM Watson Assistant

Modifying the dialog nodes to determine answered or answered queries
16Configure the intents to send chat transcripts to end users via email.

IBM Watson Assistant

Sending chat transcripts to users via email
17Configure the dialog node to modify the chatbot welcome message.

IBM Watson Assistant

Customizing the Hello dialog node in IBM Watson Assistant Skills to get the Chatbot Welcome message
Phase 5: Performing advanced configurations
18Configure a search provider for chatbot
  • BMC Helix Innovation Suite
  • IBM Watson Assistant
  • IBM Watson Discovery
  • BMC Helix Knowledge Management by ComAround
Setting up knowledge search and knowledge resources for chatbot
19Enable summarization of chat conversations for support agents.
  • BMC Helix Virtual Agent

Enabling summarization of chat conversations
20Enabling cognitive routing of chats to support agent with subject expertise.
  • BMC Helix Virtual Agent
  • BMC Virtual Chat
Enabling cognitive routing of chats
21Test whether the chatbot is able to understand the conversation context and provide appropriate responses when interacting with users in natural language.
  • BMC Helix Innovation Studio
Testing the chatbot training data to improve predictability
22

Address the personal data protection and privacy requirements for BMC Helix Virtual Agent associated with the General Data Protection Regulation (GDPR).

BMC Helix Innovation Studio

Addressing BMC Helix Virtual Agent data privacy requests
Phase 6: Reporting and analyzing chatbot usage
23Analyze and monitor chatbot usage with the help of measurement dashboard.

BMC Helix ITSM: Smart Reporting

Viewing BMC Helix Virtual Agent reporting dashboard

25

Track chatbot events to generate usage reports and to check how chatbot is being used by the end users.

BMC Helix Innovation Studio

25

Create reports based on the raw events in the Telemetry service.

  • BMC Helix Innovation Studio

  • BMC Helix ITSM: Smart Reporting

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