Space banner

 

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

Modifying the intents to search across multiple knowledge sources

If you want BMC Helix Virtual Agent to search across multiple knowledge sources, as an administrator or an application business analyst, you can modify the intents in IBM Watson Assistant. 

Example of searching multiple knowledge sources

You have the following domain-specific knowledge base:

  • IT-related knowledge base in a cognitive data set.
  • HR-related knowledge base in BMC Helix Knowledge Management.
  • The default knowledge base in BMC Helix Digital Workplace Advanced.

When a chatbot end user searches for HR-related information such as Referral bonus, you want chatbot to search in BMC Helix Knowledge Management although the default knowledge base is BMC Helix Digital Workplace Advanced. An administrator modifies the intents so that HR-related information is searched in BMC Helix Knowledge Management.

Out-of-the-box search intents

BMC Helix Virtual Agent provides the following search intents with each out-of-the-box Skill:

  • SearchCognitive
  • SearchComaround
  • SearchDWP (default search)
  • SearchRemedyforce

You can modify these intents to search for knowledge articles across multiple knowledge sources.


Before you begin

Make sure you have configured the knowledge resources for chatbot.

To modify intents to search for knowledge articles across multiple knowledge sources

  1. Log in to IBM Cloud. 
  2. Navigate to the out-of-the-box IBM Watson Assistant Skill.
  3. Click Intents and select the #searchprovider intent that you want to configure in addition to the default search. 
    For example, if you want to include the HR-related knowledge base from BMC Helix Knowledge Management, select #SearchComaround
    The following image shows the #SearchComaround intent:


  4. On the #SearchComaround page, in User example, type the end-user utterances related to HR. 
    For example, HR benefits.

    The following image shows a sample HR-related utterance that is added to the #SearchComaround intent:
  5. Save the intent. 

You have modified the search intent to include BMC Helix Knowledge Management knowledge source in addition to the default search. Wait for IBM Watson Assistant to complete its training with the new intents. 

You can add selective utterances in the out-of-the-box intents to include multiple knowledge sources in chatbot search. 

Tip

If you do not modify the intents, but still want to include multiple knowledge sources in chatbot search, end users can type search <knowledge source> <search query> to find the relevant knowledge articles; for example, search comaround Employment proof

Was this page helpful? Yes No Submitting... Thank you

Comments