This documentation supports the 21.3 and consecutive patch versions of Live Chat.To view an earlier version, select the version from the Product version menu.

Statement of direction: End of life for virtual agent Jenn in Live Chat

BMC announces the end-of-life of the virtual agent, Jenn in Live Chat so that you can plan the transition to BMC Helix Virtual Agent. 

Important

While every effort is made to provide accurate, forward-looking guidance on product direction to assist you with your buying and planning decisions, BMC cannot guarantee that the intentions stated as follows are final and binding. 

Related topic

Deprecated-and-discontinued-features


Background

The virtual agent Jenn, which is a module of Live Chat, interacts with the end user before connecting to a support agent. In Live Chat version 19.08 and later, this module was disabled by default, but customers could enable it. The Jenn module required BMC Virtual Chat to be installed along with Live Chat. In September 2021, BMC announced that BMC Virtual Chat, that is, virtual agent Jenn, will not be supported.

BMC Helix Virtual Agent, is a modern, omni-channel chatbot that uses natural language to interact with the end users and perform tasks on their behalf. BMC Helix Virtual Agent is also integrated with products like BMC Helix Digital Workplace Advanced—a self-service application for business users. Learn more about BMC Helix Virtual Agent. 


Statement of direction

BMC is starting the end-of-life process for virtual agent Jenn.  

Starting with Live Chat version 21.3.05, customers cannot enable the Virtual Agent mode in Live Chat. 

Customers on Live Chat version 21.3.04 and earlier will not be affected.


Transition period

We recommend that you contact your BMC Account Management team to discuss the migration to BMC Helix Virtual Agent. 

For on-premises deployments, you can continue to use the software based on the licensed capacity, but BMC will not provide support after the capability is discontinued. We encourage you to proactively plan for the migration from BMC Virtual Chat to BMC Helix Virtual Agent.


 

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