Configuring the survey dialog nodes in IBM Watson Assistant Skills

Developers and business analyst can capture the feedback provided by the users for their BMC Helix Virtual Agent experience. To capture this feedback, developers and business analyst must configure the IBM Watson Assistant Skill.

The survey results captured in the User Feedback event using the telemetry service. For more information on tracking the user feedback event, see BMC Helix Virtual Agent usage reports. 

The survey is presented to the users after their interaction with the BMC Helix Virtual Agent. To capture this feedback, developers and business analyst must configure the IBM Watson Assistant Skill. If you are using the out-of-the-box workspace, then you are not required to do any configurations. If you are not using the out-of-the-box workspace, then you must copy the  BMC - User Feedback dailog node to the IBM Watson Assistant.

To configure the IBM Watson Assistant Skill

You can configure the IBM Watson Assistant Skill by the following two ways:

• Publishing the chat enabled service: Publish a chat enabled service through the Publish Chat-enabled Service wizard. For more information on publishing a Chatbot service, see Importing chat-enabled services from BMC Helix Digital Workplace Advanced. 
• Configuring the BMC - User Feedback dialog node:
  1. Import the IBM Watson Assistant Skills json file to IBM Watson Assistant. 
  2. After you copy the dialog node, navigate to the BMC - User Feedback node at the end of the submit service request node and configure it. To configure the BMC - User Feedback dialog node, see To configure the BMC - User Feedback dialog node. 
     

To configure the BMC-User Feedback dialog node

1. Log in to your IBM Cloud account. 
2. Navigate to the IBM Watson Assistant Skill that is configured with BMC Helix Virtual Agent, and take the backup of the Skill.
3. Import the IBM Watson Assistant Skills json file to the IBM Watson Assistant.

4. Click Dialogs > select the node that is configured for user feedback. 
   For example, BMC - User Feedback dialog node. 
   When you copy the BMC - User Feedback dialog node in the JSON editor, the event for the survey is published. For example, the following text is part of the published event for the survey.

   {  
      "context":{  
         "isUserPresentedWithSurvey":"true"
      },
      "output":{  
         "text":{  
            "values":[  
               "Thanks for the Survey!"
            ],
            "selection_policy":"sequential"
         },
         "action":{  
            "inputMap":{  
               "values":{  
                  "BotId":"$chatbot_id",
                  "Rating":"$userRatingValue",
                  "BotName":"$chatbot_name",
                  "Channel":"$chatbot_channel",
                  "Comment":"$userComment",
                  "SessionId": "$chatId"
               },
               "eventDefinitionName":"com.bmc.dsm.chatbot:User Feedback"
            },
            "actionTypeName":"publishEvent",
            "waitForActionExecution":true
         }
      }
   }

5. Save and close the JSON editor.

Related topic

Submitting service requests or searching knowledge articles