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BMC Helix IT Virtual Agent Starter Service


This Service configures pre-packaged use cases for IT, HR, Small Talk* and a Knowledge Article* pack for use with a single instance of chatbot and Customer’s Foundation Data*. 

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:

Delivery Options Success Credits Required
Standard Delivery* 
Country-Specific Staffing* 


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.


  • 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:
  • Date Last Updated: 04/01/2024

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