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 | Action | Product | Reference |
|---|---|---|---|
| Phase 1: Setting up BMC Helix Chatbot | |||
| 1 | Provide the IBM Watson Assistantworkspace ID in BMC Helix Innovation Studio | BMC Helix Innovation Studio | Setting 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 | |
| 3 | Customize the chatbot for your line of business. | BMC Helix Virtual Agent | Setting up chatbots for your line of business |
| 4 | Branding 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. | |||
| 5 | Configure a communication channel for users, such as Slack, Microsoft Office 365 (Teams), Skype for Business on-premises, and SMS, which uses Twilio. |
| Configuring a chatbot to work with a communication channel |
| 6 | Configure real-time translation to localize chatbot conversations |
| 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 Live Chat. | IBM Watson Assistant | Configuring the live chat dialog nodes in IBM Watson Assistant Skills |
| 11 | Configure the intents and dialog nodes to enable transfer between multiple chatbots. | IBM Watson Assistant | Configuring the dialog nodes to enable transfer between chatbots |
| 12 | Configure 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 |
| 13 | Configure 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 |
| 14 | Configure the intents to search across multiple knowledge sources | IBM Watson Assistant | Modifying the intents to search across multiple knowledge sources |
| 15 | Update 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 |
| 16 | Configure the intents to send chat transcripts to end users via email. | IBM Watson Assistant | Sending chat transcripts to users via email |
| 17 | Configure 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 | |||
| 18 | Configure a search provider for chatbot |
| Setting up knowledge search and knowledge resources for chatbot |
| 19 | Enable summarization of chat conversations for support agents. |
| Enabling summarization of chat conversations |
| 20 | Enabling cognitive routing of chats to support agent with subject expertise. |
| Enabling cognitive routing of live chat requests |
| 21 | Test whether the chatbot is able to understand the conversation context and provide appropriate responses when interacting with users in natural language. |
| 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 | |||
| 23 | Analyze and monitor chatbot usage with the help of measurement dashboard. | BMC Helix ITSM: Smart Reporting | Viewing BMC Helix Virtual Agent reports in BMC Helix ITSM: Smart Reporting |
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. |
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