Self-service through BMC Helix Chatbot in BMC Helix Business Workflows
The goal of this use case is to enable a user to leverage BMC Helix Chatbot conversation capabilities. An administrator can enable BMC Helix Chatbot conversation capabilities so that the end user can create cases in BMC Helix Business Workflows Catalog or search for knowledge articles within a conversation.
End users can interact with BMC Helix Chatbot in their preferred language. For more information about Configuring BMC Helix Chatbot for localization, see Localizing-chatbot-conversations-by-using-real-time-translation.
Scenario
In an organization, an employee wants to apply for a Paid Time Off (PTO). To apply for PTO, usually an employee needs to know how to access and use an application to create a new PTO request. The process of creating a new request might be time consuming. To overcome this issue, the head of the organization decides to use BMC Helix Chatbot that has conversation capability. The administrator configures the BMC Helix Chatbot to work with BMC Helix Business Workflows and search for knowledge articles so that an employee can directly interact with BMC Helix Chatbot to create a request or get any information. The administrator also configures the BMC Helix Chatbot to work with multiple user communication channels such as Slack or Microsoft Office 365 (Teams), so that the employee can interact with BMC Helix Chatbot through different interfaces.
The employee now directly interacts with BMC Helix Chatbot in natural language. BMC Helix Chatbot gets the PTO details from the employee and applies for the PTO on the behalf of the employee. Similarly, if the employee needs information about the PTO policy, BMC Helix Chatbot can search for the specific knowledge article and provide the knowledge article link to the employee.
The following image shows an example of interaction between BMC Helix Chatbot and a user:
Benefits
- Users do not need to create cases in BMC Helix Business Workflows or search for knowledge articles to resolve their issues.
- Users can directly interact with BMC Helix Chatbot in their locale and in natural language to get their tasks done.
- Users can use different interfaces to interact with BMC Helix Chatbot, such as web UI, mobiles devices.
Where to go from here