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

User goals and features


The following table lists the BMC Helix Chatbot users, describes their goals, and explains how these users can achieve their goals:

Related topics

User

Goals

Tasks

Reference

Administrator

  • Set up BMC Helix Chatbot for the end users according to your business needs.
  • Configure your chatbot to work with the supported communication channels so that end users can chat by using a channel of their choice.
  • Enable live chat for end users.

  • Configure IBM Watson Assistant to set up BMC Helix Chatbot .
  • Configure your chatbot to work with Slack, Microsoft Office 365 Teams, Skype for Business on-premises, and SMS.
  • Enable live chat by configuring the connection between BMC Helix Chatbot and BMC Virtual Chat .

Application business analyst

  • Import chat-enabled services from BMC Helix Digital Workplace Advanced to BMC Helix Chatbot so that end users can start requesting for these services.
  • Configure cognitive insights for BMC Helix Chatbot for more accurate search results.
  • Import the chat-enabled services by using the Publish chat-enabled service wizard.
  • Configure cognitive insights by using IBM Watson Discovery.

Chatbot user

  • Submit service requests.
  • Use live chat to talk to support agents
  • Provide feedback about your chat experience.
  • Connect to chatbot by using a communication channel of your choice and submit service requests.
  • Escalate your service requests to support agents if the chatbot is unable to resolve your service request.
  • Provide feedback about your chat experience by selecting one of the rating options.

 

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