Administering

An administrator manages BMC Helix Virtual Agent to work with BMC Helix Business Workflows and BMC Helix Digital Workplace Advanced. The workflow to administer BMC Helix Virtual Agent can be divided in four phases—Creating a chatbot, configuring the IBM Watson Assistant Skill, integrating BMC Helix Virtual Agent with other applications, and performing advanced configurations, such as enabling live chat for users, embedding BMC Helix Virtual Agent in external applications, and so on.

The following table describes the tasks that you must perform in the specified sequence, the product in which you must perform the task, the description of the action that you must perform, and the reference to the procedure:

Task	Action	Product	Reference
Phase 1: Setting up BMC Helix Chatbot
1	Provide the IBM Watson Assistant workspace ID in BMC Helix Innovation Studio	BMC Helix Innovation Studio	Setting-up-BMC-Helix-Virtual-Agent
Phase 2: Setting up multiple specialized chatbots and branding them
2	Create a chatbot and configure the conversation Skill ID for the chatbot.	BMC Helix Virtual Agent	Setting-up-chatbots-for-your-line-of-business
3	Customize the chatbot for your line of business.	BMC Helix Virtual Agent	Setting-up-chatbots-for-your-line-of-business
4	Branding chatbots for your company	BMC Helix Virtual Agent	Branding-BMC-Helix-Virtual-Agent-for-your-company
Phase 3: Configuring BMC Helix Virtual Agent to work with a communication channel and enabling real-time translation.
5	Configure a communication channel for users, such as Slack, Microsoft Office 365 (Teams), Skype for Business on-premises, and SMS, which uses Twilio.	BMC Helix Virtual Agent BMC Helix Innovation Suite BMC Helix Digital Workplace Advanced IBM Watson Assistant (Optional) Slack, Microsoft Teams, Skype for Business on-premises, or Twilio	Configuring-a-chatbot-to-work-with-a-communication-channel
6	Configure real-time translation to localize chatbot conversations	Translation service provider BMC Helix Virtual Agent	Enabling-a-real-time-translation-provider-for-chatbots
Phase 4: Configuring IBM Watson Assistant to work with BMC Helix Virtual Agent
7	Customize BMC Helix Virtual Agent to invoke custom actions in a dialog.	IBM Watson Assistant	Customizing-the-chatbot-actions
8	Use the English IBM Watson Assistant Skill to create localized Skill so that end users can chat with BMC Helix Virtual Agent in a supported locale.	IBM Watson Assistant	Leveraging-the-English-Skills-to-create-localized-Skills
9	Configure data that you want to add in a chat context so that BMC Helix Virtual Agent does not seek answers from the end users.	IBM Watson Assistant	Adding-context-to-a-chat-conversation-by-using-Person-or-application-data
10	Configure IBM Watson to include a newly-added dialog Live AgentChat – Login. The dialog enables users to access the topics that are configured in Live Chat.	IBM Watson Assistant	Configuring-the-live-chat-dialog-nodes-in-IBM-Watson-Assistant-Skills
11	Configure the intents and dialog nodes to enable transfer between multiple chatbots.	IBM Watson Assistant	Configuring-the-dialog-nodes-to-enable-transfer-between-chatbots
12	Configure the survey dialog nodes to capture feedback provided by end-users for their chatbot experience.	IBM Watson Assistant	Configuring-the-survey-dialog-nodes-in-IBM-Watson-Assistant-Skills
13	Configure the MyStuff dialog nodes to enable users to access their asset or MyStuff information from a chat conversation.	IBM Watson Assistant	Configuring-the-MyStuff-dialog-nodes-in-IBM-Watson-Assistant-Skills
14	Configure the intents to search across multiple knowledge sources	IBM Watson Assistant	Modifying-the-intents-to-search-across-multiple-knowledge-sources
15	Update the dialog node to publish the chatbot response to a user query as answered or unanswered.	IBM Watson Assistant	Modifying-the-dialog-nodes-to-determine-answered-or-answered-queries
16	Configure the intents to send chat transcripts to end users via email.	IBM Watson Assistant	Sending-chat-transcripts-to-users-via-email
17	Configure the dialog node to modify the chatbot welcome message.	IBM Watson Assistant	Customizing-the-Hello-dialog-node-in-IBM-Watson-Assistant-Skills-to-get-the-Chatbot-Welcome-message
Phase 5: Performing advanced configurations
18	Configure a search provider for chatbot	BMC Helix Innovation Suite IBM Watson Assistant IBM Watson Discovery BMC Helix Knowledge Management by ComAround	Setting-up-knowledge-search-and-knowledge-resources-for-chatbot
19	Enable summarization of chat conversations for support agents.	BMC Helix Virtual Agent	Enabling-summarization-of-chat-conversations
20	Enabling cognitive routing of chats to support agent with subject expertise.	BMC Helix Virtual Agent Live Chat	Enabling-cognitive-routing-of-chats
21	Test whether the chatbot is able to understand the conversation context and provide appropriate responses when interacting with users in natural language.	BMC Helix Innovation Studio	Testing-the-chatbot-training-data-to-improve-predictability
22	Address the personal data protection and privacy requirements for BMC Helix Virtual Agent associated with the General Data Protection Regulation (GDPR).	BMC Helix Innovation Studio	Addressing-BMC-Helix-Virtual-Agent-data-privacy-requests
Phase 6: Reporting and analyzing chatbot usage
23	Analyze and monitor chatbot usage with the help of measurement dashboard.	BMC Helix ITSM: Smart Reporting	Viewing-BMC-Helix-Virtual-Agent-reporting-dashboard
25	Track chatbot events to generate usage reports and to check how chatbot is being used by the end users.	BMC Helix Innovation Studio	BMC-Helix-Virtual-Agent-usage-reports Tracking-and-generating-chatbot-usage-reports
25	Create reports based on the raw events in the Telemetry service.	BMC Helix Innovation Studio BMC Helix ITSM: Smart Reporting	Creating-reports-for-raw-events-in-the-Telemetry-service

Administering

On this page