Phased rollout

 

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

Setting up knowledge search and knowledge resources for chatbot

As an administrator, you can configure BMC Helix Virtual Agent to use the following knowledge sources so that chatbot end users can find relevant knowledge articles for self-help. 

  • BMC Helix Knowledge Management by ComAround
  • Cognitive search
  • BMC Helix Digital Workplace Advanced (Full-text search)

To learn more about the knowledge sources, see Search providers.

Perform the following actions to set up knowledge search for chatbot:

ActionReference

Set up BMC Helix Knowledge Management by synchronizing the knowledge base from BMC Helix ITSM: Knowledge Management to BMC Helix Knowledge Management.

Setting up BMC Helix Knowledge Management in an application Open link

Set up cognitive search by crawling the knowledge base from BMC Helix ITSM: Knowledge Management to IBM Watson Discovery.

Configuring cognitive search for BMC Helix Virtual Agent

Specify the knowledge provider for chatbot.

Defining a knowledge search provider for chatbot

Leverage multiple knowledge providers in chatbot by modifying the intents.

Modifying the intents to search across multiple knowledge sources




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