BMC Helix IT Virtual Agent Starter Service

What you get:

An IT Chatbot that allows users to explore the following options in a conversational manner under single UI:

• Create, update and track requests catering to 14 common use-cases
• Promote self-help with existing Knowledge Articles
• Initiate a conversation with Support Agents
• Converse in English as primary language
• Engage in casual conversation leveraging Small Talk

BMC will perform the following:

• Configure IBM® Watson® Skills in IBM Cloud
• Using Innovation Studio, configure Cognitive Services to use IBM Watson
• Using Innovation Studio, configure the chatbot to use IBM Watson skills
• Apply Branding to the Helix Chatbot UI
• Configure Remedy Knowledge Management as a data source for knowledge search using the chatbots
• Prepare Solution Design Document
• Prepare Construction Document
• Implement the BMC Helix Digital Workplace Catalog Service Use Cases from BMC’s Chatbot Starter Kit
• Implement the Small Talk Use Cases from the BMC’s Chatbot Starter Kit
• Implementation of the offering to support English as the default and primary medium and language of interactions between users, chatbot and support agents.
• Configurations for real-time translation with supported translators and versions to enable additional supported languages as medium of interaction
• Configure Microsoft Teams as an additional channel to the chatbot web interface
• Configure out of the box Knowledge Article categories in Helix Virtual Agent

BMC will provide this service with one of the approaches below:

Deliverables: Using BMC’s standard methodology and templates, the following Deliverables are in scope for this project and will be delivered:

• Solution Design Document
• Construction Document

Completion Criteria: BMC will have completed these Consulting Services when the in-scope Consulting Services have been completed and the Deliverables have been delivered to the Customer Project Manager.

Pre-requisites:

• Customer has an implemented BMC Helix ITSM and BMC Helix Digital Workplace Advanced
• Customer’s Foundation Data is loaded on their Helix ITSM system
• Customer has a paid license to IBM Watson
• Customer has Knowledge Articles in Remedy Knowledge Management or has Knowledge Management by ComAround
• Customer provides the Helix Chatbot UI Branding related configurations details and icons
• Customer has required licences for one of the real-time translation providers between the supported versions of Google Cloud Translation Services or Microsoft Azure Translator Speech API

Additional information:

• Estimated Duration: 6 weeks
• In-scope Product: BMC Helix Virtual Agent
• Service Type: Deployment
• Availability: Active
• Success Service Code:
  • CHAT_STRT_005_OFFSHORE
  • CHAT_STRT_005_ONSHORE
• Date Last Updated: 04/01/2024