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BMC Helix 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*. The service accelerates the customer’s chatbot implementation including both natural support and the alternative to chat with the live agent under a single UI.

What you get:

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 for IT Bot and HR Bot
  • Configure 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 BMC’s Chatbot Starter Kit
  • Implement the offering to support English as the default and primary medium and language of interactions between users, chatbot and support agents
  • Configure 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 BMC 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 implemented BMC Helix ITSM and BMC Helix Digital Workplace Advanced
  • Customer’s Foundation Data is loaded on their BMC Helix ITSM system
  • Customer has a paid license to IBM WatsonCustomer has Knowledge Articles in Remedy Knowledge Management or has Knowledge Management by ComAround
  • Customer provides the Helix Chatbot UI Branding configuration details and icons
  • Customer has required licences for a supported version of one of the real-time translation providers, Google Cloud Translation Services or Microsoft Azure Translator Speech API

Additional information:

  • Estimated Duration: 7 weeks
  • In-scope Product: BMC Helix Virtual Agent
  • Service Type: Deployment
  • Availability: Active
  • Success Service Code: CHAT_STRT_003, CHAT_STRT_003_ONSHORE
  • Date Last Updated: 10/27/2023

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