Intents for chatbot conversations

As an administrator or an application business analyst, you can add phrases and modify the out-of-the-box intents in IBM Watson Assistant. This allows you to add phrases and words that suit your local language preferences. For example, you can add a new phrase, such as "leave this chat" to the start-over intent. For more information, see Configuring IBM Watson Assistant to work with BMC Helix Virtual Agent.

The following image shows the Intents tab in IBM Watson admin:

Intent List.png

End users can use BMC Helix Virtual Agent to submit their service requests by using natural language conversation. During a conversation, based on the required intent, an end-user enters relevant text in the chat. An intent is a goal that the user wants to accomplish and is reflected in the user's input (or text) in the chat. The chatbot understands the user's intent and then responds to the user with the correct dialog.

While interacting with an out-of-the-box chatbot, as a user, you can use various intents (or their variations as texts) to converse with the chatbot. For example, while interacting with BMC ITOps Chatbot, you can request for a service budget by entering cloud cost budget in the chat. Whereas, while interacting with BMC Chatbot to request for a leave, you can enter paid time off in the chat.

List of texts for interacting with

The following table lists the goals that you can accomplish by entering different texts when you use the out-of-the-box BMC Chatbot:

Goal to accomplish	Intent	Text to enter
To request for the transcript of a chat	emailTranscript	Email chat Send chat transcript I need the transcript of this chat
To start a conversation with a bot	conversation_start	NA
To end a conversation with a bot	thanks	Thanks for helping Thank you so much Thank you thanks
To know the progress of your requests	request-status	show my request state of my request what is the status of my request request status my previous request status my requests
To view the list of available chatbots and switch between them	list_and_switch_chatbot	I want to switch the chatbot skill. What are the chatbot skills? Can you switch the chatbot skill. Can you change the chatbot skill. I want to change the chatbot skill. show me available skills. show me all chatbot skills. what are the available chatbots?
To provide feedback on your chatbot conversation	userFeedback	I want to participate in survey I want to provide the feedback
To start a conversation with a bot	greetings	hi hello how are you? helo good morning
To change the locale in which you want to converse with a bot	preferredUserLocale	change lang change my language I want to change my language I want to change my locale
To install a new software on your machine	install_software	install software install application need new software
To get information about your assets	my-stuff	Show my assets Show my stuff Show my devices Show my items
To receive your employment verification letter	employment-verification	get employment verification letter I would like to have employment verification letter verify employment status letter employment letter provide me employment verification letter
To search for any information For example, to resolve your login issue, you enter how do I troubleshoot login issues in a chat.	Search	how do what is look for knowledge search for how it works Question on would like to know explore
To raise a general request	general	create service request have generic request create an incident
To get the budget details of a business service or resource pool	cloud-cost	business service cloud cost budget cloud cost remaining budget detail resource pool
To change your organization in a chat	switch_org	change organization go back org switch org switch organization change org go back organization
To talk to an agent about your query	LiveAgentChat	connect me to agent want to talk to agent
To access the wifi	guest_wifi	wifi request guest wifi access
To move to a different office location	office-move	relocate offices new office move change my office move to a different office I am transferring to new office changing office I need to move to a different office I would like to relocate to different office
To raise a request when you face issues while accessing VPN	VPN_access_issue	could not connect to vpn vpn is not working issue configuring vpn facing vpn access issue issue accessing vpn
To apply for a leave	PTO	apply for pto paid time off go on vacation would like to opt maternity leave take a day off vacation time planning vacation want to take time off take sick leave maternity leave apply timeoff would like to opt paternity leave
To exit from a conversation or start a conversation again	start-over	start over i am done get out from here start from beginning skip stop conversation restart dialogue quit exit restart conversation cancel cancel conversation
To get assistance from a bot in your conversation	assist	is there anything I can assist you? I need help

List of texts for interacting with BMC ITOps Chatbot

The following table lists the goals that you can accomplish by entering different texts when you use the out-of-the-box BMC ITOps Chatbot:

Goal to accomplish	Intent	Text to enter
To start a conversation with a bot	greetings	how are you hello greetings hi helo good morning
To get the budget of a business service or resource pool	cloud cost	cloud cost business service resource pool remaining budget detail cloud cost budget
To change your organization in a chat conversation	switch_org	go back organization switch org change org go back org switch organization change organization
To provide feedback on your chat conversation	userFeedback	I want to provide the feedback I want to participate in survey
To get the transcript of your chat	emailTranscript	I need the transcript of this chat Email chat Send chat transcript
To get assistance for a chat	assist	Is there anything I can assist you with?
To start your conversation again	start-over	i am done get out from here start from beginning skip start over cancel conversation cancel restart conversation quit restart dialogue stop conversation exit
To change your locale in a chat conversation	preferredUserLocale	I want to change my locale I want to change my language change my language change my lang
To end a conversation with a bot	thanks	thanks Thank you Thank you so much Thank for helping

List of texts for interacting with BMC ChatOps

The following table lists the goals that you can accomplish by entering different texts when you use the out-of-the-box BMC ChatOps:

Goal to accomplish	Intent	Text to enter
To update the status of your ticket in Smart IT	updateIncidentStatus	/updatestatus 1 update status Update Incident status I want to update Incident status Go for status update
To update the assignee of your incident	updateIncidentAssignee	/updateAssignee /assign update assignee I want to update assignee set assignee Assign Incident
To add a worklog note or an activity note to an incident	addActivity	Add worklog Add comment Add Activity Note addActivity /addActivity
To save a conversation with a bot	saveConversation	Save chat save this conversation

Intents for chatbot conversations

List of texts for interacting with

List of texts for interacting with BMC ITOps Chatbot

List of texts for interacting with BMC ChatOps

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