Enabling template and category prediction

As an administrator, after you create a training data set to train the cognitive service, you need to enable the template and category prediction in BMC Helix Business Workflows. This ensures that the cognitive service predicts the templates and categories while creating or updating cases.

For more information about the cognitive service, see Leveraging-cognitive-capabilities-in-BMC-Helix-Business-Workflows.

To enable template prediction by mapping the training data set to a company

  1. As an administrator, log in to BMC Helix Business Workflows.
  2. Click Settings Gear icon.PNG.
    The Settings page opens in a new browser tab.
  3. Navigate to Case Management > Cognitive > Template.
  4. On the Data Set Mapping for Templates page, click Add Data Set Mapping.

  5. On the Add Data Set Mapping page, specify the fields as explained in the following table:

    Field

    Description

    Mapping Name

    Enter a name for the data set mapping.

    Company

    Select the company for which you want to apply the trained data set. When a company is mapped to a data set, the cognitive service only searches for templates defined for the selected company.

    Select Global if you want the trained data set to be applicable across all companies in a tentant. If no data set is mapped to a company for which you are creating a case, the cognitive services uses the data set mapped to the Global company.

    For example, if you have mapped a data set for company BMC and a data set for Global, when user creates a case for BMC, the data set mapped to BMC is used. However, if you create a case for a comany for which no data set is mapped, then the data set mapped to the Global company is used.


    Data Set

    Select the name of the trained data set that was created for the selected company.

    Enable Mapping

    Select the toggle key to enable the template prediction for the selected company.

    Cases created automatically

    Specify the value (in percentage) that indicates the confidence level for predicting the case templates. The confidence level is used as a filter to display the list of templates for the cases that are created by sending emails, by using BMC Helix Chatbot, or by creating service request in BMC Helix Digital Workplace Advanced.

    Cases created by Agents

    Specify the value (in percentage) that indicates the confidence level for predicting the case templates. The confidence level is used as a filter to display the list of templates for the cases that are created by using Quick Case or the Create Case page.

    Note

    When users create or update a case, cognitive service only searches through the data set you define for the company in the Data Set Mapping. If you select Global, the cognitive service searches all the companies in the set.

  6. Click Save.

 To remove an existing data set mapping from the list, click Delete.

(Version 20.08.01) While predicting a case template, the cognitive service generates results based on the following conditions:

  • If a line of business is specified while creating a case, the first matching template from the specified line of business is displayed.
  • If a line of business is not specified while creating a case, the first matching template based on the case description and summary is displayed.

To enable category prediction by mapping the training data set to a company

  1. As an administrator, log in to BMC Helix Business Workflows.
  2. Click Settings Gear icon.PNG.
    The Settings page opens in a new browser tab.
  3. Navigate to Case Management > Cognitive > Categorization.
  4. On the Data Set Mapping for Categorization page, click Add Data Set Mapping.

  5. On the Add Data Set Mapping page, specify the fields as explained in the following table:

    Field

    Description

    Mapping Name

    Enter a name for the data set mapping.

    Company

    Select the company for which you want to apply the trained data set.

    Select Global if you want the trained data set to be applied across all companies in a tenant.

    Data Set

    Select the name of the trained data set that was created for the selected company.

    Enable Mapping

    Select the toggle key to enable the category prediction for the selected company.

    Cases created automatically

    Specify the value (in percentage) that indicates the confidence level for predicting the case templates. The confidence level is used as a filter to display the list of templates for the cases that are created by sending emails, by using BMC Helix Chatbot, or by creating service request in BMC Helix Digital Workplace Advanced.

    Cases created by Agents

    Specify the value (in percentage) that indicates the confidence level for predicting the case categories. The confidence level is used as a filter to display the related categories for the cases that are created by using Quick Case or the Create Case page.

  6. Click Save.

To remove an existing data set mapping from the list, click Delete. 

Related topic

Case-creation-options