This documentation supports the 20.08 version of Live Chat. To view an earlier version, select the version from the Product version menu.

Using AIML with BMC Live Chat

This topic describes how to provide automatic chat robot (chat bot) answers to typical questions from users. Artificial Intelligence Markup Language (AIML) files are used for adding customized questions and answers in an environment. In Live Chat, AIML allows the virtual agent, Jenn, to answer questions from the users.

For more information about AIML objects, structure, and recommended tools, see AIML-introduction.

Sample AIML files

Developers can test responses of the virtual agent, Jenn, based on the sample AIML files provided with Live Chat. Live Chat includes the following sample AIML files:

  • FAQ.AIML: Frequently asked questions defined in AIML format
  • SAMPLE.AIML: General sample questions and responses

For more information about the sample.aiml file, see Sample-aiml-file.

Creating and using custom AIML files

You must create custom AIML files if you want to add custom questions and answers in Live Chat. Use the sample AIML files as a guide when you create custom AIML files.

 

Best Practice
Create new AIML files; do not modify the sample files.

Group similar questions in the same AIML file for easier question management. For example, if you have questions about internet problems, create an internet.aiml file and include all question-phrases, such as wifi not working, LAN not working, internet issues, in one AIML file.

The following table gives a general outline for creating and using AIML with Live Chat:


Step

Task

More information

1

Configure Program D to look for and use AIML files

2

Create AIML file with questions and possible responses. You can have more than one AIML file. The AIML files must reside in the var\programd\aiml directory where you installed the mid tier.

Example: C:\Program Files\BMC Software\BMCVirtualAgent\VirualAgentComponents\var\programd\aiml. 

Related topics

Debugging-AIML-responses

Sample-AIML-file

 

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