BMC Helix Cognitive Automation service

This topic provides BMC Helix Cognitive Automation customers with information specific to service operations. For BMC Helix Cognitive Automation product-specific documentation, see Setting up BMC Helix Cognitive Automation Open link .


  • IBM Watson Assistant will be retiring its Tone Analyzer capability by February 2023, a user sentiment detection within the BMC Helix ITSM application. BMC will no longer activate new BMC Helix ITSM customers with IBM Watson's Tone Analyzer capability effective April 13th, 2022. BMC is reviewing options with IBM for potential replacement capabilities for its intelligent user sentiment detection.
  • For customers on BMC Helix ITSM Suite version 21.05 and later, AI Classification use cases are entitled to your subscription service without the purchase of a separate BMC Helix Cognitive Automation license. For more information on your BMC Helix ITSM Suite entitlements, please review BMC Helix ITSM Suite service
Related topics

Watson Assistant Open link

BMC Helix ITSM Suite service

BMC Helix Innovation Suite service

Supported browsers and devices

Supported languages

The following items are documented for this service:


The BMC Helix Cognitive Automation service is available with the purchase of BMC Helix ITSM and/or BMC Helix Custom Applications subscription licenses and any of the following line items from your ordering document:

LicenseUnit of Measurement
BMC Helix Cognitive Automation - 1000 API Callsper API call - SaaS
BMC Helix Cognitive Automation for Bring your own IBM Watson - 1000 API Calls
BMC Helix Cognitive Automation for Bring Your Own Google - 1000 API Calls

Please refer to Service locations for available datacenter locations.  

With the "per API call - SaaS" unit of measurement, an API call refers to each interaction sent from an on-premises software product or cloud service to a BMC Helix service.

With the "per document - SaaS" unit of measurement, a document is defined as a record or file that is queried through the service. A license is required for the average number of documents stored on an hourly basis through the service for each calendar month.

License entitlements

The following applications, features, and utilities are available with the purchase of BMC Helix Cognitive Automation: 

Entitlements - BMC Helix Cognitive Automation applications, features, and utilities

  • IBM Watson Assistant features

Additional license terms

The following additional terms apply to the BMC Helix Cognitive Automation service:

  • Licensing terms and conditions are as defined in the governing master agreement and take precedence over any published description from this site.
  • Entitlements are subject to change.
  • Non-production environments are configured with the same license capacity as the production environment. 
  • Purchased licenses are only valid in one production environment.
  • API calls are counted for the following use cases:
    • Cognitive assignment - using the trained cognitive service to automatically categorize the new data on the forms
    • Cognitive change risk assessment - using the trained cognitive service to analyze change requests for risk level recommendations
    • Cognitive email responses - using the trained cognitive service to respond to users' emails with Remedy Knowledge articles or Digital Workplace Catalog
    • Cognitive root cause assessment - using the trained cognitive service to analyze problem investigations for root cause recommendations
      For all the preceding use cases, see Configuring BMC Helix Cognitive Automation Open link .
    • Cognitive summarization Open link - used when a ticket is passed from a Chatbot to a live agent
    • Tone Analyzer Open link

Standard environments

Your purchase of BMC Helix Cognitive Automation provides the following environments:

  • Tailoring
  • Quality Assurance
  • Production

Additional environments are available for any BMC Helix service for an additional fee. See BMC Helix additional environment option.

Add-on services

There are no add-on services available for BMC Helix Cognitive Automation.

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  1. Abdullah Smadi

    Cognitive Links are not working ... 

    Mar 08, 2021 12:23
    1. Dhanya Menon

      Hello Abdullah,

      Thank you for your comment.

      I have updated the links. Please note that the first four cognitive use cases are present in the same topic.



      Jul 12, 2022 05:40