Configuring BMC Helix Virtual Agent with IBM Watson Assistant
The BMC Helix Virtual Agent with IBM Watson Assistant as a provider setup includes the following components:
- If you have opted for one of the following plans, a single instance of IBM Watson services is provided for production, QA, and tailoring environments of BMC Helix Innovation Suite:
- IBM Watson Assistant Plus plan
- IBM Watson Assistant Premium plan
- IBM Watson Discovery Advanced plan
- IBM Watson Discovery Premium plan
- BMC Helix Virtual Agent application.
- The default IBM Watson Assistant Skills—Chatbot, ChatOps, and ChatITOps are created with sample intents, entities, and dialog. You are given manager access to these Skills.
- You are also provided with an IBM Watson account, and you receive an email from the IBM Cloud email address. You must register your user details in the invitation form.
The benefits of configuring BMC Helix Virtual Agent with IBM Watson Assistant
You can create specific skills in the IBM Watson Assistant and use them in BMC Helix Virtual Agent to create specialized chatbots for each team or department, and train these chatbots.
You can configure the chatbot to work with different communication channels, such as Microsoft Teams or Slack.
You can also configure the out-of-the-box skills in your chatbot application or create new skills to leverage the capabilities of BMC Helix Virtual Agent, such as localization, live chat, or training IBM Watson Assistant , to respond to users' queries.
The following table provides information about how to configure IBM Watson Assistant and leverage the capabilities of BMC Helix Virtual Agent.
Action | Reference |
|---|---|
Set up a BMC Helix Virtual Agent bot with IBM Watson Assistant as an assistant service provider. | |
Set up a chatbot for each line of business, such as IT or HR department. | |
Set up the chatbots to work with different communication channels, such as Microsoft Teams or Slack | |
Configure skills in IBM Watson Assistant to leverage the capabilities of BMC Helix Virtual Agent, such as localization, Customize chatbot response to user's queries, etc. | |
Configure cognitive routing of live chat requests to make sure that the requests are assigned to agents with subject expertise. |
Additional information about IBM Watson Assistant capabilities
The IBM Watson Assistantcapabilities documented in this section can be used only if the IBM Watson Assistant is configured in your environment.
The following blog links provide more information about IBM Watson Assistant capabilities. BMC does not endorse the information in these external blog links, which should be used for reference purposes only.
Best practices for IBM Watson Assistant capabilities
Category | Reference in IBM Watson Assistant documentation |
|---|---|
| |
Digression | |
Spelling correction (language dependent) and | |
Irrelevancy detection | |
Intent conflict resolution | |
Annotated Contextual Entities | |
Handling compound intents | |
NLG (Random responses per node) | |
|
Best practices for grouping and naming IBM Watson Assistant Skills
We recommend you organize the Skills by creating the following groups:
You can then use the following naming convention to easily identify the Skills:
<Group number> - <CompanyName> - <ChatbotName> - <Env> - <Version/Sprint #> - <Optional – Active/Future> - < Optional - Backup – Date>
The following image is an example of naming Skills:
