BMC Remedyforce Feature Deep Dive: Using BMC Helix Chatbot Technology
One of BMC Remedyforce’s features that entire organizations can take advantage of is the BMC Helix Chatbot technology. Located within the BMC Remedyforce interface, developers and admins alike can construct and incorporate chatbots using BMC Helix Chatbot Technology. These chatbots can be used to interact with front-facing consumers and potential customers. They can also act as backend support for employees within your organization.
What is a chatbot?
A chatbot is a computer program that simulates a human-to-human conversation. Many of today’s chatbots can use AI and programmed scripts to have nearly human-level conversations. However, the most common use for chatbots that consumers interact with is as a customer support feature. A chatbot can act like a customer service person by interacting with potential customers on your website. The chatbots are able to do this even if a live person isn’t available. Many apps and websites offer chatbots on their platforms to further provide information when their customer support team isn’t available to chat.
What kinds of support can a chatbot provide?
“AI-powered experiences make it easier for IT to deploy services, and easier for users to adopt them. As an effective and popular self-service channel, chatbots also ease the burden on service desk staff while improving user satisfaction.”
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 Chatbot allows employees to access IT information and services using directly within Remedyforce. No need to fire up a new application.
How does the chatbot interface with BMC Remedyforce?
“BMC Helix Chatbot brings the cognitive enterprise to life with intelligent, omni-channel experiences that let users find and request services through a conversational and personalized interface.”
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.
Why should I use the BMC Helix 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 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 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.
If you’re interested in learning more about BMC Helix Chatbot, you can talk to an Oceanforce Solutions expert. You can also use the chatbot we have on our website to learn more. Not all BMC Helix and BMC Remedyforce accounts have access to the BMC Helix Chatbot, so you may need to add it as an additional tool to your account.