BMC Helix Virtual Agent supports several roles, each with its own goals and responsibilities.
The following table describes the capabilities for each role:
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Administrator (Remedy administrator) | - Configures BMC Helix Virtual Agent for your business requirements.
- Configures a chatbot to work with communication channels such as Slack, Skype for Business on-premises, Microsoft Office 365 Teams, or SMS.
- Creates localized Skill.
- Integrates a chatbot with BMC applications such as BMC Helix Digital Workplace Advanced and BMC Helix Business Workflows.
- Tests the chatbot training data to improve predictability.
- Enables live chat.
- Embeds the BMC Helix Virtual Agent UI in an external application.
- Generates chatbot usage reports.
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Application business analyst | - Creates multiple, specialized chatbots for different lines of business.
- Imports the chat-enabled services from BMC Helix Digital Workplace Advanced to BMC Helix Virtual Agent.
- Configures cognitive search for BMC Helix Virtual Agent.
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| - Creates service requests by using chatbots.
- Escalates the service request to support agents if the chatbot is unable to resolve the service request.
- Provides feedback by using the BMC Helix Virtual Agent user survey.
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Adding people by using a template