Using BMC HelixGPT to find answers

After the administrator has configured BMC HelixGPT, end users can find answers to their queries from the Catalog, My Activity, or other custom pages created in BMC Helix Digital Workplace Studio.

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

Conversational experience when BMC HelixGPT generates an answer to a query, rather than a list of knowledge articles.
Reliable and refined results because the answers are extracted from knowledge articles, not from the Internet or the large language model's (LLM) general knowledge, unless specifically configured.
Answers are presented in human-like text, which is coherent and contextually relevant.

Required license

BMC Helix Service Management Advanced license

Azure Open AI service API key or OpenAI ChatGPT API key

Before you begin

Ensure that the administrator has configured BMC HelixGPT in your environment. For more information, see Configuring-BMC-HelixGPT-in-the-end-user-console-and-studio-pages.

How BMC HelixGPT works with BMC Helix Digital Workplace

To find answers by using BMC HelixGPT

In the end-user console, perform one of the following steps:
1. Version 23.3.03 and earlier
  Navigate to the Catalog or the My Activity page.
  Type your search query and click Enter.
  (Optional) To start a new topic or start over from the beginning, click New topic.
  (Optional) To switch to conventional search, click Search.
2. Version 23.3.04 and later
  On any end-user console screen, click the HelixGPT chat icon to open the BMC HelixGPT panel.
  Type your search query and click Enter.
  (Optional) To start a new topic or start over from the beginning, click New topic.
Click the New topic icon to start a new conversation.

(Version 23.3.04 and later) To provide feedback on BMC HelixGPT responses

You can provide feedback during your conversation with BMC HelixGPT for each response. However, you cannot provide an overall response for the entire conversation.

In the BMC HelixGPT conversation, perform the following steps:
1. If you are satisfied with the response, click the thumbs-up icon.
2. If you are not satisfied with the response, click the thumbs-down icon, provide details in the Help us to improve text box and click Submit.
  Once submitted, you cannot modify your feedback.

Examples of finding information related to service requests and approvals

Show my requests from past month
Show my pending approvals
Show my closed requests related to laptop

Examples of finding To-dos

Show my assigned To-dos

This type of query generates answers based on active To-dos with the Assigned status. End users can use more casual language to ask BMC HelixGPT to find To-dos, while maintaining the same intent, such as, What are my pending assignments? or Show my open assignments.
Show my completed To-dos

This type of query generates answers based on inactive To-dos with the Completed status. End users can use more casual language to ask BMC HelixGPT to find To-dos, while maintaining the same intent, such as, What are my completed assignments?