Hub Assistant v2.1
About Hub Assistant
The Workspace ONE Intelligent Hub Assistant is a virtual assistant that can help employees complete workflows and find answers to company questions through a friendly, conversational chatbot experience. The virtual assistant can be accessed through Intelligent Hub web and mobile apps.
To learn how to configure Hub Assistant in your Intelligent Hub environment, please visit: Setting Up Intelligent Hub Assistant
Hub Assistant is built on IBM Watson and requires you have your own instance of IBM Watson Assistant. VMware provides a pre-trained copy of the bot - in the form of a JSON file - that can be imported into your IBM Watson Assistant instance.
In This Version
The Hub Assistant version 2.1 contains intents (training data) and a conversational dialog for the following major workflows:
File a ticket - File a general support ticket in an ITSM system.
View tickets - View a list of tickets that the user has filed in ITSM system
Order a device – Order devices and submit ticket request in an ITSM system
Search trainings – Search trainings available from an e-learning system
Sync device - Sync an enrolled device that is manged by Workspace ONE Unified Endpoint Mangement (UEM) system
How To Use This File
Download the JSON file and import it into your instance of IBM Watson Assistant. (See IBM Watson documentation)
The Hub Assistant dialog skill can be used as-is or you can make further customizations based on your employees’ needs.
Add or update example utterances to the intents based on your company's terminologies to train the bot further.
Remove or update dialog nodes based on workflows that are configured. Workflows require Mobile Flow connector to be configured properly to the backend systems.
Keep in mind, VMware will make regular updates/enhancements and add additional use cases in future versions. If you make any changes, they will have to be replaced once a new copy of the JSON file is released.
Hub Assistant intents
Hub Assistant has created intents specific to the workflows we support. These intents have the prefix #vmw_
#vmw_FILE_GENERAL_TICKET - Recognizes the user's intent to file a support ticket from the user message.
#vmw_GET_TICKET_STATUS - Recognizes the user's intent to view all their support tickets.
#vmw_ABOUT_WS1 - Recognizes the user's intent to find out more about Workspace ONE Intelligent Hub including general questions about the platform.
#vmw_GENERAL_TICKET_GUIDE - Recognizes the user's intent to ask follow-up questions about the filing the support ticket process.
#vmw_ORDER_NEW_DEVICE – Recognizes the user’s intent to order a new device from an ITSM catalog.
#vmw_GET_KEYWORD_SEARCH – Recognizes the user’s intent to search for a training from an e-Learning platform.
#vmw_SYNC_DEVICE - Recognizes the user's intent that there may be a device issue that would require device sync
#vmw_TROUBLE_WIFI - Recognizes the user's intent that there is a wifi issue (an example of a problem that would occur if devices are not synced properly) and would require user to either sync their device or file a support ticket
Hub Assistant uses some intents provided by the Watson Assistant Content Catalog to help improve the conversational flow. These include the Bot Control and General Intents.
Bot Control (prefix #bot_control_) - Functions that allow navigation within a conversation.
General (prefix #general_) - General conversation topics most users ask.
Dialog (Conversational Workflows)
The Dialog is organized into folders. Remove or update dialog nodes based on workflows that are configured.
General Conversation Options - A set of general conversational control flows that respond to user messages and directs the user to their desired outcome. Includes flows to handle greetings, affirmations, negative responses and guidance if a user is not sure how to proceed. There are controls to restart the interaction after the completion of a flow in case the user wants to take another action.
Integration Workflows for Incident Management, Device Acquisition, Device Management, Learning and Development
These are specific nodes where the workflow is handled by Hub Services (service-owned workflows). It will require Mobile Flows to be properly configured (see context variable $mobileFlowsEnabled), a connector to the backend system (workflow ID = intent name), and a live instance of the business system (e.g. ServiceNow, LinkedIn Learning). Workflow responses are configured in the connector. The dialog will be handled by Watson Assistant when Mobile Flows is not enabled.
File a ticket - The file a ticket workflow is triggered when Hub Assistant recognizes the #vmw_FILE_GENERAL_TICKET intent. The user is prompted to enter a brief description of the ticket and upon successfully creating the support ticket, Hub Assistant returns a link to the ticket.
Check ticket status - The view tickets workflow is triggered when Hub Assistant recognizes the #vmw_GET_TICKET_STATUS intent from the user's messages. Hub Assistant fetches the user's tickets and presents the top 5 most recent tickets back to the user.
Order a device – The order device workflow is triggered when Hub Assistant recognizes the #vmw_ORDER_NEW_DEVICE intent. Hub Assistant fetches device info from the catalog. User can select a device type category, see list of available devices, and add items to the cart. Hub Assistant will file a ticket on behalf of the user upon checkout.
Search training by skill – The search training workflow is triggered when Hub Assistant recognizes the #vmw_GET_KEYWORD_SEARCH intent. The user is prompted to enter a keyword/skill to search available e-learning courses and Hub Assistant will return the top 3 results back to the user.
Sync Device - The sync device workflow is triggered when Hub Assistant recognizes the #vmw_SYNC_DEVICE intent. Hub Assistant looks up all enrolled devices for the user that are managed under Workspace ONE UEM and presents it to the user. The user can select which device to intiate a device sync.
Example of how Watson can be used in combination w/ Hub Services-owned Workflows:
Cannot connect to wifi - This node is triggered when Hub Assistant recognizes the #vmw_TROUBLE_WIFI intent. The user is presented with text acknowledging the issue and a potential cause. The user is also presented the options to Sync Device or File a ticket, and based on selection, it will kick off the corresponding service-owned workflows described above. This example is located in the Device Management folder and can be customized based on the desired customer workflow.
$mobileFlowsEnabled - A true/false context variable indicating if Mobile Flows is properly configured and ready to use. Only when this is set to true, will the service-owned workflows be available as described above.
$firstName - The current user's first name. Used to more construct personal and friendly responses.