Utilizing chat-enabled services from BMC Helix Digital Workplace Advanced in BMC Helix Virtual Agent
If you have BMC Helix Digital Workplace Advanced, users can request services in the BMC Helix Digital Workplace Catalog from a chat conversation.
Scenario: Enable chat for services in BMC Helix Digital Workplace Catalog
Scenario
An organization has several IT-related services such as providing access to applications, downloading software, and upgrading IT assets in the BMC Helix Digital Workplace Catalog. The organization wants to enable its employee to request these services by using a chatbot. As an application business analyst, you can easily import these services in BMC Helix Virtual Agent and enable them for chat.
In addition to enabling the service for chat, you can also modify them to suite a chatbot conversation in the following ways:
Modify the user's questions and the possible answers related to the service
- You can modify the service's conversation data so that the chatbot responds in a more conversational tone.
For example, to enable a service for installing software, you can add user's questions such as How do I install software and I need this software urgently.
- You can display the possible answers to users' questions as selectable buttons or options in the chatbot window.
For example, when the user requests to download software, you can present the software options such as Visio and Adobe Acrobat Publisher, as buttons that the user can select.
- You can display the default answer to a question.
For example, when confirming a user's device while the user downloads a software, you can set the default answer as Laptop. You can use this default answer or modify it when importing the service. You can also enable end users to modify the default answers at runtime.
- You can use existing entities in the Chatbot publishing wizard for multiple response option questions. For more information see, Publish the Network access request service.
IBM Watson has a limit of 1000 entities and the services are impacted if you import more services and questions than the prescribed limit.
Add natural language variations
You can add the variations in which different users might answer a question presented by a chatbot.
For example, when the chatbot asks which software does the user wants to download, the user might answer Visio, or Microsoft Visio, or Office Visio.
Enable disambiguation
To reduce ambiguity and improve chatbot predictions, you can enable disambiguation so that the chatbot provides Did you mean options to the end users. These options are typically presented when the chatbot is unable to identify the users' exact intent.
For each service request, you can add an appropriate request clarification phrase. You can also add the None of these option that users can select if their request does not match any of the options provided by the chatbot.
You can enable disambiguation only if you have the Plus or Premium plan of IBM Watson. For more information, see
Disambiguation
in IBM documentation.
The following example shows how a chatbot responds before and after enabling disambiguation:
Example of disambiguation for end users
If the end user selects the None of these option, the chatbot searches for knowledge articles related to the user's request.
The following table describes the chatbot responses when disambiguation is enabled and disabled:
| Disambiguation status | Chatbot response |
|---|---|
| Disambiguation is enabled | Chatbot provides Did you mean and None of these options, as shown in the following example:
|
Disambiguation is disabled and chatbot cannot identify the user's request or provide relevant knowledge articles | I couldn't find anything related to your issue. Do you want me to raise a service request for you? |
| Disambiguation is disabled and chatbot can provide additional information | I found the following information and the list of relevant articles that may help for <user query> |
Scenario: Republishing a service from BMC Helix Digital Workplace Advanced in BMC Helix Virtual Agent
Scenario
An organization has implemented chatbot for several IT-related services. The definitions for the Download software service are created in BMC Helix Digital Workplace Advanced. The application business analyst modified the service fulfilment questions to make it interactive and published the service to BMC Helix Virtual Agent. After few months, the application business analyst modifies the service actions and publishes the service to BMC Helix Virtual Agent. When republishing, the application business analyst can view the last published values of the service definition.
Retaining the last published state of the service helps in the following ways:
- Save incremental updates to the service.
- Saves time in re-entering the values.
- Easily decide whether to modify or retain the last-published values of the service.
The Publish Chat-enabled Services wizard in BMC Helix Innovation Studio guides you through enabling the services for chat and importing them in BMC Helix Virtual Agent. To learn how to use this wizard, see Importing chat-enabled services from BMC Helix Digital Workplace Advanced.
Results
The organization's services are now imported in BMC Helix Virtual Agent and conversation data related to the services such as user's questions, answers to the questions, and the request clarification phrases are published in IBM Watson Assistant Skill that is configured to work with a chatbot. Employees can now submit service requests from chatbot conversations.
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