Product Overview

BMC Helix Virtual Agent interacts with users through natural language, understands the conversation context, and performs tasks for the user, such as:

  • Provide self-help knowledge articles for immediate assistance with user issues.
  • Raise a service request on behalf of the user, thereby reducing dependency on the help desk and eliminating human intervention for certain tasks.
  • Transfer to Live Chat for queries that cannot be resolved using self-help articles.

Related Topics


User roles

BMC Helix Virtual Agent has simplified the day-to-day activities of different user roles. The product primarily aims to simplify the regular activities of the following roles.

User

Role

Administrator

Tenant admin.png

  • Enables and customizes BMC Helix Virtual Agent to suit specific business needs.
  • Configures BMC Helix Virtual Agent to work with other BMC applications.
  • Configures BMC Helix Virtual Agent to work with different interfaces.

BMC Helix Virtual Agent user

User.png

  • Interacts with BMC Helix Virtual Agent to get their tasks done.
  • Interacts with BMC Helix Virtual Agent to get any information.


Product Features

BMC Helix Virtual Agent can be integrated with different search provider applications, such as BMC Helix Knowledge Management by ComAround and BMC Helix Digital Workplace Advanced, enabling the users to resolve issues by searching and referring to the relevant self-help articles. Further, it can also raise a service request on behalf of the users, and If help is required, the chat conversation can be transferred to a live agent. 

BMC Helix Virtual Agent is also supported with different communication channels, such as Microsoft Teams and Slack, making it accessible in multiple ways.

The localization capability of BMC Helix Virtual Agent helps users to interact with the chatbot in their preferred language.  You can also automate the repetitive tasks that users request through BMC Helix Virtual Agent.

The following table refers to the BMC Helix Virtual Agent features:

Feature

Reference

Integrate with other BMC applications

Configuring specialized chatbots

Localization of Chatbots

Task Automation

Self-help for users

 

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