How to bring the cognitive enterprise to life?

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    With the integration to BMC Helix Chatbot, BMC Helix Remedyforce brings the cognitive enterprise to life with intelligent, omni-channel experiences that lets users find and request services through a conversational and personalized interface.

     

    BMC Helix Remedyforce can now support integration with BMC Helix Chatbot within BMC Helix Remedyforce Self Service. The chatbot can be used to perform following tasks

     

    • Create and view service requests
    • View knowledge articles and provide feedback on them
    • View the 5 latest service requests that got created

     

    The BMC Helix Remedyforce Chatbot Integration

    Using pre-programmed scripts and common questions as its guidelines, the chatbot can help visitors to your website find the information they are looking for, such as pricing, products, contact information and more. It can also be used internally within an organization. BMC Helix Remedyforce Chatbot allows employees to access IT information and services using directly within BMC Helix Remedyforce. No need to fire up a new application. 

     

    Why should customers use the BMC Helix Remedyforce Chatbot? 

     

    There are a wide variety of uses for a chatbot, particularly once you start incorporating multiple, specialized chatbots across your entire organization. Internally, a chatbot specific to Facilities to help with service and support requests would be an entirely different chatbot than a client-facing one that answers support and pricing structure questions. 

     

    Once you’ve narrowed down the best uses for your chatbots, you can decide to use BMC Helix Remedyforce Chatbot or go with a third-party. Having an integrated chatbot into your currently existing BMC Remedyforce account simplifies the process and expands its capabilities. Using the BMC Helix Remedyforce Chatbot allows you to take advantage of its cognitive search abilities across both unstructured and structured data. It also can access multiple knowledge data bases.

     

    You can execute those multiple, specialized chatbots across your organization. You can also execute custom processes and workflows while automating training for your chatbots within the Digital Workplace Catalog. This makes servicing delivery simple. Because your chatbot and BMC Remedyforce are deeply intertwined, it’s simple to analyze and optimize the chatbot’s performance over time. Using end-user surveys and Smart Reporting, you can tailor your chatbot to be more precise and helpful over time. 

     

     

    BMC Helix Remedyforce Chatbot is the starting point of bringing cognitive services to your end users so they can request services and knowledge when and where they need it.  This helps automate some of the Level 0/Level 1 Service Requests and all of this is powered leveraging IBM Watson Assistant.

    Because the BMC Helix Chatbot was built by BMC developers, the interface will be familiar to anyone who currently uses BMC Remedyforce. For backend developers and administrators setting up the chatbot, their work will be done on the backend of BMC Remedyforce. It will be similar to initiating other services.

     

    For customers and employee users, the chatbot can be embedded on websites, apps, and other company platforms. They won’t notice any difference from using apps like Slack, Skype for Business, SMS, and Microsoft Teams. Users on the web will have a seamless internet-based experience. 

     

    Prerequisites

     

    • IBM Watson assistant environment
    • BMC Helix Remedyforce environment

     

    Collatoral

     

    Details of the setup can be found in the online documentation

    https://docs.bmc.com/docs/BMCHelixRemedyforce/202001/en/integrating-remedyforce-with-bmc-helix-chatbot-901705912.html

     

    Video

    https://communities.bmc.com/docs/DOC-120514