Adding cognitive capabilities to a custom application
BMC Helix Innovation Studio provides cognitive service capabilities such as auto-classification and conversation service that enable you to use the advantages of Artificial Intelligence (AI) and Machine Learning (ML) in your applications. BMC Helix Innovation Studio enables administrators to use one of the following classification service providers for the cognitive service:
- BMC Helix Innovation Studio Conversation Service for classification
- BMC Native (Google) classification based on Google Cloud Platform
By using the capabilities provided by the classification service providers, you can use the cognitive service to automate your application workflow tasks, such as assignment and categorization. Auto-categorization and auto-assignment use the IBM Watson machine learning capability. You can use these capabilities to automate manual tasks in your application workflow. Auto-categorization and auto-assignment are available as elements in the Process designer and Rule designer of BMC Helix Innovation Studio.
Scenario
In the support organization of a company, when an end user reports of an issue with a service, a help desk agent creates a ticket, and based on the information provided by the user, classifies the ticket, and assigns it to a support group.
A user reports that they are unable to send or receive emails, so the agent identifies this problem as a network issue, creates a ticket based on the issue description, and assigns the ticket to a support group that has expertise in resolving network issues. This process is manual and can be error prone.
To overcome the challenges posed by the manual process, the CTO of the organization decides to automate the process of categorizing and assigning of tickets by using AI Service Management (Categorization and Classification). A developer then develops an application that includes AI Service Management (Categorization and Classification) capabilities. The application now uses the built-in cognition required to classify an issue based on the end user's natural language and assign that issue to the right support group.
Workflow
The following image illustrates the end-to-end process for developing an application that uses the BMC Helix Innovation Studio. It describes the roles involved, steps required, and the tools used in the application development.
Development of an application that uses AI Service Management (Categorization and Classification) capabilities comprise of the following tasks:
Task | Role | Action | Reference |
|---|---|---|---|
1 | Administrator | Creates an application by using the Maven archetype. | |
2 | Administrator | Creates the definitions for the application, builds, and deploys the application. | |
3 | Administrator | Creates a configuration for your application so an administrator can use the configuration to train the cognitive service. | |
4 | Administrator | (Optional) Creates a data set to train and test the cognitive service. You can create a training data sets that either uses sample data or uses data from your application to train the cognitive service. | |
5 | Administrator | (Optional) Creates a Java program to use auto-assignment. | |
6 | Administrator | Creates processes or rules that uses the cognitive service elements. | |
7 | Administrator | Exports the definitions and deploy the application. | |
8 | Administrator | Selects the classification service provider for configuring the cognitive service. | |
9 | Administrator |
Or
Or
| |
10 | Administrator | Creates or updates the cognitive service training and test data sets. | |
11 | Administrator | Trains and tests the cognitive service. | |
12 | Administrator | Evaluates whether the cognitive service is predicting correct categories, and updates the data set if required. | |
13 | End user | Uses the application that leverages the cognitive service. | - |
The following video (3:57) provides the process overview to use AI Service Management (Categorization and Classification) capabilities in your application:
The video shows an older version of BMC Helix Innovation Studio. The previous product name was BMC Helix Innovation Suite. Although there might be minor changes in the UI, the overall functionality remains the same.
