This documentation supports the 20.08 version of BMC Helix Chatbot. To view the documentation for the previous version, select 20.02 from the Product version menu.

Exercise 3 - Publish the Wifi access request service

After a service is finalized and tested by using BMC Helix Digital Workplace, you can proceed to publish the service to a specific chatbot instance by using the Publish Chat-enabled Service wizard using the following the steps:

  1. Select the Chatbot Name that we wish to publish to. For this use case we will select IT Chatbot, given that this is an IT use case
  2. Select this service from the service list to publish. For example, here we select "WiFi Access"
  3. Create additional request variations which will get created as Intent utterances in IBM Watson. For this use case we will create the following request variations:
  • Guest Wifi
  • I am having wifi connection issue
  • I cannot connect to Wifi
  • I need internet access
  • I need wifi access
  • I need wireless internet access
  • Wi-Fi Access
  • Wifi is not working
  • Wifi is slow

 Tip: The request variations (or utterances) can be created during or after publishing the service to the IBM Watson Assistant chatbot. Once published all addition, modification or deletion of utterances are done in IBM Watson. Tip: The number of Intent values or utterances will vary based on the use case. In this use case, there are three main request goals we are trying to fulfil. They are:

  1. Request Wifi Access for me
  2. Request Wifi Access for a guest
  3. Report an Issue regarding WiFi

Therefore, we need to capture as many utterances for the different requests a user can have. In this example, the three main requests noted above capture the essence of what the utterances may be. We can elaborate on the reporting issues request as follows:

  • Can't connect to internet
  • Can't connect to web
  • Can't connect to wifi
  • Can't connect to wireless network
  • Internet is slow
  • Browser is slow
  • WiFi connection is slow
  • WiFi connect drops
  • No internet connection
  • No internet access
  • Can't find available wifi networks
  • Unable to connect with correct username or password

We have therefore used these variations of issues, in the request variations above.

  1. Review the questions that were created in the Catalog Questionnaire. Here you can change text for the questions as well as add chat variables to enhance the questions. Moreover, you can enable the display of the possible answers to the questions as buttons within the chatbot as well as extend the answer variations.In this example we performed the following:
  • Enabled the display of the possible answers to the question as buttons for all the Questions that have predefined answers
  • For version 20.08: For the following questions, "When do you want this to be resolved?"

we will use the existing entity, @bmcUrgency_whenDoYouWantThisToBeResolved
For the question, "Who is impacted by this?" we will use the existing entity, @bmcImpact_whoIsImpactedByThis
Note: When you select a new entity in the Chatbot publishing wizard ensure that the corresponding, 'Display of the possible answers to the questions as selectable buttons/options', option is still enabled.
We replaced the two entities above for the following reasons:

  1. Reuse similar entities where possible in order to reduce the amount of content in IBM Watson Assistant, making it easier to maintain
  2. To provide the chatbot the ability to autofill the answers to these questions as these entities has been preconfigured with a larger array of synonyms that the chatbot can use

Note: For more information regarding the entity above, please review it by using your IBM Watson Assistant instance where this service has been published to as we have not documented every aspect here.

 

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