This documentation supports the 21.3 version of BMC Helix Virtual Agent, which is available only to BMC Helix customers (SaaS).To view an earlier version, select the version from the Product version menu.

Exercise 3 - Publish the Medical insurance policy claim issue service

After a service is finalized and tested by using BMC Helix Digital Workplace, you can proceed to publish the service to a specific chatbot instance by using the Publish Chat-enabled Service wizard using the following the steps:

  1. Select the Chatbot Name that we wish to publish to. For this use case we will select HR Chatbot, given that this is a HR use case
  2. Select this service from the service list to publish. For example, here we select "Medical Insurance Policy Claim Issue"
  3. Create additional request variations which will get created as Intent utterances in IBM Watson. For this use case we will create the following request variations:
  • I have a problem with my health benefits
  • I have a problem with my health plan
  • I have a problem with my medical policy
  • I have an issue with my dental claim
  • I have an issue with my drug claim
  • I have an issue with my massage therapy claim
  • I have an issue with my physiotherapy claim
  • I have an issue with my psychologist claim
  • I have an issue with my vision claim

Tip

The request variations (or utterances) can be created during or after publishing the service to the IBM Watson Assistant chatbot. Once published all addition, modification or deletion of utterances are done in IBM Watson. Tip: The number of Intent utterances will vary based on the use case. In this use case, the main goal is to identify issues a user will have with their medical insurance or health benefits claims. Therefore, we need to capture as many utterances for the different issues a user can have with these claims. In this example that would be one of the following:

  • general medical / health plan issue
  • dental claim issue
  • drug plan claim issue
  • massage therapy claim issue
  • physiotherapy claim issue
  • psychologist claim issue
  • vision care claim issue (additional claim issues can be added based on what your company's medical policy offers).

We have therefore used these variations of issues, in the request variations above.

  1. Review the questions that were created in the Catalog Questionnaire. Here you can change text for the questions as well as add chat variables to enhance the questions. Moreover, you can enable the display of the possible answers to the questions as buttons within the chatbot as well as extend the answer variations. In this example we performed the following:
  • Enabled the display of the possible answers to the question as buttons for all the Questions that have predefined answers
  • For version 20.08: For the question, "Who is impacted by this?", we will use the existing entity @bmcImpact_whoIsImpactedByThis For the question, "When do you want this to be resolved?", we will use the existing entity @bmcUrgency_whenDoYouWantThisToBeResolved

Note: When you select a new entity in the Chatbot publishing wizard ensure that the corresponding, 'Display of the possible answers to the questions as selectable buttons/options', option is still enabled.
We replaced the two entities above for the following reasons:

  1. Reuse similar entities where possible in order to reduce the amount of content in IBM Watson Assistant, making it easier to maintain
  2. To provide the chatbot the ability to autofill the answers to these questions as these entities have been preconfigured with a larger array of synonyms that the chatbot can use

Note: For more information regarding the entity above, please review it by using your IBM Watson Assistant instance where this service has been published to as we have not documented every aspect of the entity here.

 

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