This site will undergo a maintenance outage on Saturday, 13 September beginning at 2:30 AM Central/1 PM IST for a platform upgrade. The downtime will be ~three hours.

Transition from IBM Watson to BMC HelixGPT
Starting September 22, 2025, your IBM Watson instance will be turned off by default.
For enhanced capabilities, use BMC HelixGPT.
If you want to continue using IBM Watson, please contact BMC Helix Support.

Roles and permissions

BMC Helix Virtual Agent supports several roles, each with its own goals and responsibilities. 

The following table describes the capabilities for each role:

Role

Responsibilities

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.

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.

End user

  • 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.

Related topic

Adding people by using a template


 

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