Configuring BMC Chatbots

Service Description

This is an advanced class that will show you how to set up and add a Chatbot to use with your Digital Workplace (DWP) Self Service. It will involve step by step instructions (with demonstrations) of how to set everything up that you need in Innovation Suite to use Chatbots. This course will include both lecture/demonstrations and hands-on exercises where students practice what they learn. What is a Chatbot? The BMC Chatbot interacts with users through natural language, understands the conversation context, and perform tasks on behalf of the user. It helps users resolve their issues or search for the information they need by providing the following capabilities: * Immediate assistance to issues and provides easy-to-find information to include knowledge articles and status updates. * Reduction in human error and automation of tasks by eliminating human intervention for certain tasks. * Reduction in costs and resources. Example: An employee wants to create a request for software installation. Instead of calling or submitting a ticket via self help, the employee uses BMC Chatbot to initiate the request (via chat, voice, text, etc.) The following illustrates a typical session in BMC Chatbot: * User interacts with Chatbot to create a software installation request. * Chatbot requests details, such as software info, reason, etc. * Based on the details, Chatbot creates a Service Request to create a software install *After SR is created, Chatbot returns the details to the user.

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