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

BMC Helix Virtual Agent architecture

BMC Helix Virtual Agent is an omni-channel, AI-driven chatbot that uses natural language to converse and resolve end-users' queries. BMC Helix Virtual Agent includes BMC Chatbot, BMC Helix Digital Workplace Catalog and BMC Helix Knowledge Management by ComAround.

The BMC Helix Virtual Agent solution is tailored to platforms and devices that employees are already using, supports line of businesses to enable multiple specialized chatbots, and can call and execute custom processes and workflows. 

Related topic

BMC Helix Virtual Agent Open link in BMC Helix Subscriber space

The following diagram illustrates the communication between components in a typical production deployment for BMC Helix subscribers (SaaS):


The following table describes the BMC Helix Virtual Agent architecture components and the licenses required for the components:

ComponentDescriptionReference

BMC Helix Virtual Agent

BMC Helix Knowledge Management

End users can search articles from the BMC Helix Knowledge Management Article-Pack, from BMC Helix ITSM: Knowledge Management (after knowledge synchronization), and leverage the enhanced cognitive search capabilities in BMC Helix Knowledge Management.

Configuring BMC Helix Knowledge Management in BMC Helix Virtual Agent

BMC Helix Digital Workplace Catalog

An app store solution designed to be at the centre of your digital workplace. End users visit the Catalog to make requests for services, such as a password reset, a software or mobile app installation, or changes to employee status. 

BMC Helix Innovation Suite

BMC Helix Business Workflows

End users in BMC Helix Virtual Agent can search knowledge articles, and create, update, or review cases in BMC Helix Business Workflows.

If live chat is enabled, support agents in BMC Helix Business Workflows can respond to end-users via BMC Helix Virtual Agent.

  • BMC Helix Business Workflows Open link

  • Enabling integration with BMC Helix Business Workflows
Chatbot channels

BMC Helix Chatbot web UI

The default interface of BMC Helix Virtual Agent. It provides a modern user experience that can be embedded in any external application.

WhatsApp

Use this communication channel if your employees are familiar with WhatsApp. You can also leverage the cognitive capabilities of  BMC Helix Virtual Agent.

Slack

Use this communication channel if your employees are familiar with Slack. You can also leverage the cognitive capabilities of  BMC Helix Virtual Agent.

TwilioUse this communication channel to use SMS for chatbot applications.
Microsoft Teams

Use this communication channel if your employees are familiar with Teams. You can also leverage the cognitive capabilities of  BMC Helix Virtual Agent.

Microsoft Skype for Business on-premises

Use this communication channel if your employees are familiar with Skype for Business on-premises. You can also leverage the cognitive capabilities of  BMC Helix Virtual Agent.

Shared services

BMC Helix Single Sign-On

When BMC Helix Virtual Agent is integrated with BMC Helix Single Sign-On, existing Remedy users can gain access to chatbot without providing the credentials again.

  • Remedy Single Sign-On Open link

Telemetry

Use the telemetry service to monitor the consumption of cognitive services used for BMC Helix Virtual Agent. The telemetry consumption reports are provided in addition to the reports provided with BMC Helix ITSM: Smart Reporting.

  • Measuring the cognitive service consumption Open link

BMC Helix Dashboards

BMC Helix Virtual Agent and BMC Helix Business Workflows includes a reporting dashboard with several out-of-the-box reports that can be viewed in BMC Helix Dashboards

  • BMC Helix Virtual Agent dashboards Open link
BMC applications

BMC Helix Digital Workplace Advanced

Enables end users to contact the service desk and track existing requests via BMC Helix Virtual Agent.

BMC Helix ITSM: Knowledge Management

A framework for creating, publishing, reviewing, and searching IT knowledge articles. You can use the BMC crawler utility to include articles from Remedy Knowledge Management in cognitive search.
  • BMC Helix ITSM: Knowledge Management Open link

BMC Helix ITSM: Smart IT


An intuitive, social, and mobile service desk experience. Support agents in BMC Helix ITSM: Smart IT can respond to end users in BMC Helix Virtual Agent by using the live chat console in Smart IT.

  • BMC Helix ITSM: Smart IT 22.1 Open link

BMC Helix ITSM


Used to manage people data for BMC Helix Virtual Agent.

  • BMC Helix ITSM Open link

Live Chat

Provides a self-service solution for end users and support agents to interact with each other via live chat.

  • BMC Live Chat Open link

  • Enabling live chat for users

Summarization

Support agents can receive a summary of chatbot conversation between the end user and BMC Helix Virtual Agent. The summarization service can also generate a summary of emails, or attachment text (for example, Adobe PDF (.pdf), Microsoft Word (.doc, .docx).

BMC Cognitive Services

IBM Watson Assistant for chatbot

A conversation AI platform that helps you provide fast, straightforward, and accurate answers to queries initiated via chatbot. You configure an IBM Watson Assistant instance to work with chatbot.

IBM Watson Assistant can be automatically trained for services in BMC Helix Digital Workplace Catalog, which speeds up the implementation of chatbot.

  • IBM Watson Assistant for chatbot Open link

IBM Watson Assistant for auto-categorization

A conversation AI platform that is used by BMC Helix Digital Workplace Advanced to auto-categorize service requests.

BMC Helix Virtual Agent can invoke a custom process to use auto-categorization with chatbot.

Google Cloud Platform

An AI platform that can be used for auto-categorization.

BMC Helix Virtual Agent can invoke a custom process to use auto-categorization with chatbot.

  • Google Cloud classification Open link

  • To set up the Google Cloud Platform account manually Open link


IBM Watson Discovery

Use IBM Watson Discovery service to provide cognitive search capabilities.

  • IBM Watson Discovery Open link

Google Cloud Translation

Use Google Cloud Translation API as one of the real-time translation providers for chatbot conversations.

  • Google Cloud Translation Open link

  • Localizing chatbot conversations by using real-time translation

Microsoft Azure Translator

Use Microsoft Azure Translator as one of the real-time translation providers for chatbot conversations.

  • Microsoft Azure Translator Open link

  • Localizing chatbot conversations by using real-time translation

ComAround

Use BMC Helix Knowledge Managementby ComAround to search knowledge articles, an out-of-the-box article library, and omni-channel integration results in accurate and consistent knowledge across channels.

BMC Helix Integration Service

BMC Helix Integration Service

Connects BMC Helix Virtual Agent and other BMC applications with applications in the external cloud.

  • BMC Helix Integration Service Open link
Example of external cloud applications

Custom REST API endpoints

Amazon Web Services

Jira

Microsoft Azure

Salesforce

Use Web APIs to connect to custom REST API endpoints in a codeless way.

  • Configuring the authentication credentials of REST API web services Open link



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