Submitting service requests or searching knowledge articles

Before you begin

• To interact with a chatbot in a supported locale, make sure that you change your browser locale.

• Make sure that you have performed the following tasks when you are using the corresponding communication channel:

  The channel that you are using	Action	Steps
  Microsoft Office 365 Teams	To open the chatbot from Microsoft Teams.	From the Microsoft App Store, add the chatbot application for self, as shown in the following image:
  Slack	To interact with BMC Helix Virtual Agent in one of the supported locales.	In addition to changing the browser locale, you must also change the language settings in Slack.

To submit or update a service request from chatbot

1. Log in to chatbot by using the BMC Helix login ID. 
2. Initiate a chatbot conversation and type your query.
   For example, type I need time off.

3. Provide additional details about your query.
   From the multiple options presented to you, you can select single or multiple options from the list, or you can type the query details in the chat.
   After a request is submitted, a confirmation message with the request ID is displayed as shown in the following images: 

   Request ID from BMC Service Request Management      
   
   Request ID from BMC Helix Digital Workplace Advanced when BMC Service Request Management is not integrated:

   

4. Verify the request details and submit the request.
   BMC Helix Virtual Agent creates a service request and returns the status of your service request with the parameters, such as Service Request ID, Order ID, Status, and cost for the service. If a turnaround time is defined for the service, that time is also returned in the status.
   
   You can also perform the following optional tasks:
   • Request for the chat transcript by performing any of the following actions:
     • By typing text in the chat—Type I need the chat transcript and select an option to specify when you want the transcript. If you select Send now, the chat is over, and you will receive the transcript on the email ID registered with your organization. If you select Send later, the chat continues, and you receive the transcript after the chat ends.
       The following image shows how the bot prompts you to specify when you want the chat transcript:
       
       

     • By using the UI option—Click  and then select the Send transcript check box . After the chat is over, the transcript is sent to the email ID that is registered with your organization.

       Important

       • During a chat conversation, you can request a transcript of the current chat only and not a previous chat conversation.
       • In the transcript, you can view the entire chat conversation and other details, such as date, time, and name of attachments, if any.

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  • Check the status of all your requests by entering the following options in your chatbot conversation: 
    
    • Show the status of all my open requests
    • Show the status of all my closed requests
    • Show the status of all in-progress requests

1. 
   
   • Post comments or add attachments to open service requests:
     
     
     

To skip the question from chatbot

As an end user, you can decide not to answer the current question and go to the next question in the chatbot conversation. In such cases, the question is ignored in the final ticket creation.

1. Initiate a chatbot conversation. 
2. Type your query. 
3. Type skip.
   The question You entered "skip". Do you want to skip this question? Select No to use this as an answer to the question. is displayed
4. Type Yes.
   The chatbot transfers the conversation to another question.
   

To find knowledge articles

1. Initiate a chatbot conversation. 

2. Type your query. 

   For example, Windows issue. 

The following image shows how you can search for knowledge articles in a specific knowledge source: 

To transfer a conversation to another chatbot

If an administrator has configured multiple chatbots in your organization and enabled conversation transfer between them, a conversation can be transferred from one chatbot to another.

A conversation can be transferred in the following ways:

• If the chatbot you are interacting with cannot answer your query, the chatbot can automatically transfer the conversation to another appropriate chatbot.
  The following image shows how a conversation is automatically transferred:
  
  
• If the chatbot you are interacting with is not trained to transfer a conversation, you can manually transfer the conversation to another appropriate chatbot. 
  The following image shows how you can transfer a conversation:
  
  
  

To connect to an agent

If you wish to chat with a support agent, the chatbot can automatically transfer the conversation to the live chat platform for real-time conversations with support agents.

The following image shows how a conversation is transferred to a support agent.

To view or dismiss notifications

1. Log in to chatbot web UI by using the BMC Helix login ID. 

2. Initiate a chatbot conversation. 

   The notifications or broadcast messages which you have not already dismissed in BMC Helix Digital Workplace Advanced are displayed. A maximum of 25 unread notifications are displayed. 

3. Click the notification to navigate to BMC Helix Digital Workplace Advanced notifications page. 

   The following image shows broadcasts and notifications in chatbot: 

   

To start over the conversation with the chatbot

If you want to start over the chatbot conversation from the beginning, the chatbot can stop the current chat session and display the feedback survey.

The following image shows how to start over the chatbot conversation.

Providing a rating and feedback for an interaction with a chatbot

When you use the BMC Helix Virtual Agent web UI, Slack, SMS, or Skype as a communication channel, you can provide a rating and feedback on your chatbot interaction. You can provide the feedback when one of the following events takes place:

• After you end the chat with the agent by typing /endlivechat or click the End Live Chat button from the menu.
• After the agent clicks on the End Chat button.
• After you submit a service request
• After the question Is there anything that I can help you with? is displayed
• After you enter, I want to provide feedback in the conversation

On completing the chat, you can rate your conversation with the virtual or live agent by providing the rating between 1 to 5. When you rate the chat with 5 or 4, it is rated as good and considered that you got the required help from the virtual or live agent to resolve your query. When you rate the chat with 3, 2, or 1, it is rated as not useful and considered that the virtual or live agent did not help you get your query resolved. Along with rating, you can also write the feedback for your conversation with the virtual or live agent. The rating and feedback are saved only after the page is refreshed or the browser is closed. 

Providing a rating for searched knowledge articles

You can provide a relevance rating for a knowledge article by clicking the stars that appear below the summary. When you rate the article with 5 or 4 stars, it is rated as Good. When you rate the article with 3, 2, or 1 star, it is rated as Not Useful. However, you can change your rating of the knowledge article. For example, you first read a knowledge article and rate it with 3 stars. After applying the concepts from the article, you find it helpful, so you change your rating to 5 stars. The rating is saved only after the page is refreshed or the browser is closed. 

When you click a knowledge article, by default the article is rated as relevant. The rating is saved immediately after you click the knowledge article.

Providing feedback on the BMC HelixGPT responses

You can provide feedback to rate the quality and relevance of the BMC HelixGPT responses by clicking the thumbs-up or thumbs-down icons. You can rate responses that display a content summary from the knowledge articles. You can't provide feedback on system messages such as Greetings, or on BMC HelixGPT questions in a service request workflow.

When you provide negative feedback to a response, you can also enter a text message to complement your rating, as shown in the following image:

The ratings and comments are captured as telemetry events. For more information about the telemetry events and event statistics, see BMC Helix Virtual Agent reporting events.

Notifying the user when a live agent joins the chat

End users can receive an audio notification when a live agent joins a chat. By default, the notification sound is enabled, but users can turn it off. 

For example, Britney is a BMC Helix Virtual Agent end user. After she asks the chatbot many questions, she requests a chat with a live agent. Britney minimizes the chat window and continues to perform her daily work. When the live agent joins the chat, Britney hears an audio notification. She returns to the chatbot window to chat with the live agent. 

To enable or disable notification sound when a live agent joins the chat

1. Click on the chatbot menu bar.
2. Select Enable agent joined notification sound to turn sound notification on. By default, this checkbox is selected.
   To turn off the sound notification, clear the Enable agent joined notification sound check box.