Release notes and notices

BMC Helix Virtual Agent includes the following enhancements:

• Product name changes in Remedy platform, Remedy ITSM, and BMC Helix Platform applications.
• BMC Helix Innovation Suite for all service management applications.
• Leverage common Foundation data in BMC Helix Virtual Agent.
• Leverage BMC Helix Knowledge Management knowledge search in BMC Helix Virtual Agent.
• Support for WhatsApp as a chatbot channel.
• Additional locale support provided by real-time translation.
• Importing services from BMC Helix Digital Workplace Advanced to BMC Helix Virtual Agent includes the following enhancements:
  • Ability to include service fulfilment answers with data lookups.

• • View the last published state of service definitions when republishing the services.
• Change the branding of BMC Helix Virtual Agent by customizing chatbot animation.
• Leverage BMC Helix Dashboards to view and generate chatbot usage reports.
• View the request ID of service request definitions that are imported from BMC Service Request Management.

This update includes defect fixes and the following enhancement:

• Support for IBM Watson Plus and IBM Watson Premium plan.
  

BMC Helix Virtual Agent includes the following enhancements:

• Import services with dependent questions from BMC Helix Digital Workplace Advanced.
• Add service options in the chatbot welcome message.
• Integration with BMC Helix Cloud Cost to show cost optimization recommendations in a chat.
• Customizable chatbot menu for multiple lines of business.
• Search chatbot reports by location and view chatbot unique users reports in BMC Helix Innovation Studio.
• Receive attachments from support agents during a live chat session.
• Support for Danish and Norwegian languages.
• Set the default locale for a chatbot.
• Switch to preferred language in a chat conversation.

BMC Helix Virtual Agent includes the following enhancements:

• Improved cognitive search crawler to include articles from Remedy Knowledge Management.
• Chatbot measurement dashboard which displays the out-of-the-box reports on the usage metrics.
• Chat enhancements for ease of use.
• Create reports based on raw events in the Telemetry service.

BMC Helix Virtual Agent includes the following enhancements:

• Real-time translation of chatbot conversations.
• Transfer a chat conversation from one chatbot to another.
• Configurable chatbot feedback rating scale order.
• Support for Automation Anywhere Robotic Process Automation (RPA).
• Ability to configure how a chatbot addresses the user—by first name, last name, or both.

BMC Helix Virtual Agent includes the following enhancements:

• Enable users to access their asset information in BMC Helix Digital Workplace Advanced from a chat conversation.
• Cognitive routing of chats to subject expert agents.
• Provide extractive summaries of chatbot and end user to agents.
• Enable chatbot to provide Did you mean options to the end users.

BMC Helix Virtual Agent includes the following enhancements:

• Improved BMC Helix Virtual Agent web UI for better user experience.
• Support for Microsoft Teams and Skype for Business on-premises as a chatbot channel.

• Leverage BMC Helix ITSM: Smart Reporting capabilities to generate chatbot usage reports.
• Support for attachment questions and dynamic answers in service requests from a chat.
• Support for providing feedback using BMC Helix Virtual Agent User Survey.

BMC Helix Virtual Agent includes the following enhancements:

• Utilize multiple chatbots for each line of business.
• Track chatbot events to derive usage metrics.

BMC Helix Virtual Agent includes the following enhancements:

• Enhanced wizard to configure BMC Helix Virtual Agent for BMC Helix Digital Workplace Advanced service.
• Live chat enhancements.

BMC Helix Virtual Agent includes the following enhancement:

• BMC Helix Innovation Suite supports Identity and Access Management (IAM) API key based authentication for configuring the cognitive service.

BMC Helix Virtual Agent includes the following features:

• Localization of BMC Helix Virtual Agent messages in select languages.
• Configuration of application data for use in context of a chat conversation.
• Ability to embed the BMC Helix Virtual Agent UI in applications that were not developed on BMC Helix Innovation Suite.
• See also Deprecated features.

BMC Helix Virtual Agent includes the following features:

• Enable users to submit service requests from BMC Helix Virtual Agent conversations
• Enable interactive conversation
  
• Interface design enhancements
  

BMC Helix Virtual Agent includes the following feature:

• Support for enabling live chats for users

BMC Helix Virtual Agent includes the following features:

• Support for BMC Helix Digital Workplace Advanced
• Support for new interface channels
• Web chat UI enhancements