Phased rollout


This version of the software is currently available only to early adopter SaaS customers as the first step in our phased rollout. Click here to view an earlier version.


Quick overview

BMC Helix Virtual Agent interacts with users through natural language, understands the conversation context, and perform tasks on behalf of the user. BMC Helix Virtual Agent helps users to resolve their issues or search for any information they need by providing the following capabilities:

  • Immediate assistance to issues raised by the users and provides easy-to-find information.
  • Reduction in human error and dependency by eliminating human intervention for certain tasks.
  • Reduction in company's costs and resources.

Consider a scenario, where an employee within an organization wants to create a request for software installation. Instead of accessing a help desk application, the employee uses BMC Helix Virtual Agent to initiate the request. The following sequence illustrates a typical chat session in BMC Helix Virtual Agent:

  1. The user interacts with BMC Helix Virtual Agent to create a software installation request.
  2. BMC Helix Virtual Agent requests details, such as software details, system details to install, reason for software installation, and so on. 
  3. Based on the details, the BMC Helix Virtual Agent raises a service request to create a software installation request in the BMC Helix Digital Workplace Advanced client application.
  4. After the request is created, BMC Helix Virtual Agent returns the request details to the employee.

User roles

BMC Helix Virtual Agent has simplified the day-to-day activities of different user roles. The product primarily aims to simplify the regular activities of the following roles.



  • Customizes BMC Helix Virtual Agent to suit business needs.
  • Configures BMC Helix Virtual Agent to work with other BMC applications.
  • Configures BMC Helix Virtual Agent to work with different interfaces.

BMC Helix Virtual Agent user

  • Interacts with BMC Helix Virtual Agent to get their tasks done.
  • Interacts with BMC Helix Virtual Agent to get any information.

Product features

BMC Helix Virtual Agent includes the following features:

Product documentation

The BMC Helix Virtual Agent documentation helps users implement or use this product.

Where do I begin?Getting started

How do I achieve value with BMC Helix Virtual Agent?

Use cases

How do I configure BMC Helix Virtual Agent to work with BMC applications such as BMC Helix Business Workflows and BMC Helix Digital Workplace Advanced?


Where do I find information on resolving errors related to BMC Helix Virtual Agent?


How do I use self-help provided by BMC to learn about the various capabilities of BMC Helix Virtual Agent?

The following video (2:47) provides an overview of accessing the self-help to learn more about BMC Helix Virtual Agent:

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