This documentation supports the 23.3 version of BMC Helix Digital Workplace Basic and BMC Helix Digital Workplace Advanced. Icons distinguish capabilities available only for the Advanced and External license levels. For more information, see License types and features.To view an earlier version, select the version from the Product version menu.

Generating AI-retrieved answers for end users through BMC HelixGPT

Leverage BMC HelixGPT to deliver targeted answers for end-user queries related to service requests, approvals, to-dos, or from the referenced knowledge articles. You can enable the generative AI provider to retrieve answers based on an automatically determined set of knowledge articles.

To learn about the supported Large Language Model (LLM) providers and their models, see Models in BMC HelixGPT.


Required license

BMC Helix Service Management Advanced license

Related topics

Using-BMC-HelixGPT-to-find-answers
BMC HelixGPT architecture


Scenario: Configuring BMC HelixGPT for generative AI retrieval of answers based on knowledge articles

Apex Global has their knowledge articles in BMC Helix Knowledge Management by ComAround and BMC Helix ITSM: Knowledge Management. Allen is an administrator at Apex Global and has enabled the BMC HelixGPT capabilities for his end users.

Britney, the end user wants to install a VPN client on Mac, so she enters her query in the BMC HelixGPT chat bar. A summary of the procedure for a Mac is provided along with the related knowledge article links. 

Britney follows the procedure and successfully installs the VPN client on her machine without sifting through a list of knowledge articles to find the relevant one for her query. 

Scenario: Finding answers related to service requests or approvals

Britney is an end user who has submitted service requests for the following two items:

  • IT peripherals—docking station and wireless mouse
  • Access to the common SharePoint location

Britney goes on an urgent PTO for two days after submitting these requests. Upon her return, she doesn't see any updates on these requests. Instead of looking at these requests separately, she asks Show my requests from past week. She sees that these requests are in the Open state. She clicks the link of each request and adds a comment to the assigned agent requesting for an expedited closure of the request.


Benefits of using BMC HelixGPT

End users can benefit from generative AI retrieval of answers in the following ways: 

                          GPT benefits_reliability.png 

Answers are extracted from specific knowledge articles,
not just from the Internet or the large language model's (LLM) general knowledge. 

                       GPT benefits_save time.png

Save time in going through multiple service requests or approvals to get targeted answers in a conversational format.

                       GPT benefits_conversational exprience.png

  • Answers are generated to queries,
    rather than a list of knowledge articles.
  • Answers are presented in human-like text,
    which is coherent and contextually relevant. 

                       GPT benefits_retain context.png

The conversation is retained across screens in the end-user console.


Difference between search, chatbot, and generative AI retrieval of answers by usingBMC HelixGPT

The following table describes the difference between search, chatbot, and BMC HelixGPT:

Search

BMC Helix Virtual Agent

BMC HelixGPT

When a user enters search keywords, the results (default up to 25) that are the closest match to the search text are displayed, irrespective of their source or type. 

When an end user enters a question, BMC Helix Virtual Agent understands the intent of the user and provides an answer based on the configured knowledge sources. The chatbot also asks questions required to submit a service request on behalf of the end user. 

When a user enters a question, the system understands the question and generates a summary of the relevant answers from all the available knowledge sources, which is presented as a human-like text response. 

(Version 23.3.04 and later) If configured, BMC HelixGPT also offers to submit a default service request on behalf of the end user.

Search engines index and retrieve data by using keyword-based indexing.

The Catalog services are imported into BMC Helix Virtual Agent, which are then provided as suggestions to the end users. 

Generative Pre-trained Transformer (GPT) uses large language models (LLMs) to understand the intent, context, and semantics of human language. 

In BMC Helix Digital Workplace, end users can use full-text search from the following areas of the end-user console: 

  • Global search bar on the Catalog and My Activity pages. 
  • Active and past events on the Catalog and My Activity pages. 
  • Social section of the user preferences page. 
  • Studio page, which has a search bar.

In BMC Helix Digital Workplace, end users can click the chatbot icon available on all screens to start interaction. 

Important: You can enable only one self-help application - chatbot or BMC HelixGPT for the end users. 

In BMC Helix Digital Workplace, end users access the Employee Navigator to ask questions from the following areas of the end-user console: 

  • (Version 23.3.04 and later) BMC HelixGPT chat icon on all end-user screens.
  • Global search bar on the Catalog and My Activity pages. 
  • Studio page (in the Search Bar components and the search block in the Content block component).

Important: You can enable only one self-help application - BMC Helix Virtual Agent or BMC HelixGPT for the end users. 


Workflow to configure BMC HelixGPT with BMC Helix Digital Workplace

The following image provides an overview of the workflow to configure BMC HelixGPT with BMC Helix Digital Workplace:

Workflow_Enabling BMC HelixGPT in DWP.png

The following table provides the detailed description and references to complete the workflow: 

Task

Action

Description

Reference

1

Request this capability

Contact your BMC account manager to get this capability.

Not applicable

2

Complete the prerequisites

Complete the prerequisites such as deploying a Large Language Model (LLM) service from a supported vendor of your choice, get the API key and other config parameters.


3

(If you want to leverage the out-of-the-box  chat bar in the My Activity or Catalog pages) Set the default Skill

Specify the default Skill that you want to use to include BMC HelixGPT chat bar in the My Activity and Catalog pages. 

A Skill is a container for the artifacts that define the knowledge sources to be referenced. The Skill is associated with the GPT provider. A default prompt for generating answers from knowledge sources is also provided with the default Skill.

4

(If you want to leverage the out-of-the-box chat bar in the My Activity or Catalog pages) Enable BMC HelixGPT

EnableBMC HelixGPTanswer retrieval for end users.

5

(If you want to enable BMC HelixGPTin studio pages) Configure the supported page components to work with BMC HelixGPT

Although this step is optional, we encourage you to enable BMC HelixGPT answer retrieval in studio pages by configuring the search component or a Search block in the Content Block component.

Tip: You can configure single or multiple chat bars on the studio page. 



FAQ

What is generative AI answer retrieval by using BMC HelixGPT

Generative AI answer retrieval is a process that uses large language models (LLM) to understand the meaning of text in the knowledge articles. 

BMC HelixGPT

 uses this text to match the user queries and generates an answer in human-like natural language. 

How reliable are the answers from BMC HelixGPT generative AI?

BMC uses knowledge article content when extracting answers. They do not come from the Internet or the large language model's (LLM) general knowledge, unless specifically configured.

How is my data protected and security protocols applied BMC HelixGPT?

You can choose to use one of the supported providers for generative AI retrieval of answers. Depending on which model you choose, your data resides in that model and the security compliance of that model is applied. 

Which other use cases can be achieved with BMC HelixGPT?

To learn more, visit Generative AI: The Next Wave of ServiceOps Intelligence on bmc.com. 

Why do some links provided with the BMC HelixGPT answers do not open the knowledge articles?

Mostly likely because the skill you are using does not have filters to limit the access to external articles, or to a certain company.  To learn how to use search filters, see  Defining search settings in the BMC HelixGPT documentation.

For more frequently asked questions, see FAQ in the BMC HelixGPT documentation

 

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