Watch our video of the new functionalities in BMC Helix Chatbot 19.08 Below:
Announcing BMC Helix Chatbot 19.08!
BMC Helix Chatbot 19.08 is now available and we've added new functionality that improves both the end-user experience and the organization’s ability to measure and improve the capabilities of the chatbot. Here's what is new in the release:
Digital Workplace Advanced ‘My Stuff’ now in BMC Helix Chatbot
From a chat conversation in BMC Helix Chatbot, end users can now access their assets or MyStuff information in BMC Helix Digital Workplace Advanced and take action that is appropriate for those assets.
Cognitive Routing to Live Agent
Based on the conversation, BMC Helix Chatbot will route chats to the right subject matter expert agents who can quickly and effectively resolve the user queries. Cognitive routing helps improve overall chat experience for user and speeds time to resolution.
When an end user is transferred from BMC Helix Chatbot to a live agent, a summary of the chatbot and end user conversation is provided to the agent. The agent has relevant knowledge to quickly understand the end user’s issue for faster problem resolution and happier end-users.
BMC Helix Chatbot automatically asks the end-user clarifying questions and uses this information to provide more accurate responses. If the chatbot is not sure of the end-users meaning, it will automatically ask additional questions to clarify the end-users needs. The chatbot has the intelligence to understand it may need more information to answer the question and to ask the appropriate questions