Using Employee Navigator to find AI-generated answers

Input methods

End users can type their queries in natural human language in the BMC HelixGPT chatbar on in the Employee Navigator side panel. 

End users can use images as input in Employee Navigator. You can use your mobile device to instantly snap and submit an image or upload an image from the photo library of your mobile device to get relevant information or help.

Users can also add a shortcut to their mobile device’s home screen that opens Employee Navigator, where they can quickly access the camera. 

To do this, follow these steps:

• Create a search view link to the BMC Helix Digital Workplace homepage. For more information, see Creating search views.
• Open the link in your mobile browser.
• When prompted to add the shortcut to your home screen, tap Yes.

You can also use your desktop and other devices to share pre-existing images, such as error message screenshots or a UI screenshot of a form to understand a field value. You can add one image at a time with the default maximum file size of 2 MB. Administrators can change the file size limit in BMC HelixGPT. For more information, see Image prompt and Updating-the-attachment-settings-and-URI-schemes. 

Important:

• You can optionally provide a text prompt along with the image to provide better context for your query. 
• If the image is larger than the default image size of 2 MB, it is compressed and then submitted to the Employee Navigator.

• BMC HelixGPT can process text within an image in the English language.
• BMC HelixGPT does not search an image within an article even if an end user adds the same image in their query.
• If BMC HelixGPT uses an unsupported model for this capability, the option to attach files is visible on the UI, but the attachments might not be sent from BMC HelixGPT.

The image input capability is controlled by the Image prompt and DWP KnowledgeCitationEnterprise prompt provided out-of-the-box with BMC HelixGPT.

End users can find answers by asking their queries verbally to BMC HelixGPT. The system converts the voice input into text and provides an answer in textual format. This capability requires browser permissions for microphone usage. 

Important:

• Voice input on Mozilla Firefox is unsupported. 
• For a mobile experience, Google Chrome provides the best experience. 
• BMC has tested voice inputs in English, German, Spanish, French, Danish, Swedish, and Italian languages with browser translations. Make sure that the locale configuration in BMC HelixGPT and BMC Helix Digital Workplace is correct. 
   

Administrators must enable the speech-to-text conversion option to enable this capability. For more information, see Enabling-end-user-features.

End users can access BMC HelixGPT on mobile devices. With the user interface optimized for mobile experience, BMC HelixGPT maintains the same functionality across device types.

Users can easily navigate between tabs. They can explore links from the chat response and use the Employee Navigator icon to return to the chat. If the BMCHelixGPT response includes multiple tables, users can scroll through each of them for easy reading on the mobile screen.

End users can access BMC HelixGPT-powered Employee Navigator with one click from the navigation bar from any page or UI without having to navigate to a specific page or panel. The conversation history is retained until the New topic button is clicked, even if the panel is hidden. 

Administrator can enable either the BMC HelixGPT Employee Navigator panel or the  BMC Helix Virtual Agent floating icon.

Depending on the administrator settings, end-users can access both BMC HelixGPT and search in studio pages.

Administrators can set the primary experience between BMC HelixGPT and search, or even hide the search button to retain only the BMC HelixGPT experience.

End users can interact with the global search bar in the end-user console to find answers by using BMC HelixGPT. The search button is replaced by an arrow . While end users can use both search and BMC HelixGPT to find answers, BMC HelixGPT is the primary experience on the Catalog and My Activity pages. 

End users can ask up to 30 questions within a single conversation session. After reaching this limit, they need to manually start a conversation over by clicking the New topic button. The conversation is cleared, and prior interactions are erased.

When end users begin a conversation, BMC HelixGPT recognizes the conversation context and maintains it to ensure that the conversation flows logically. This way, end users can ask a series of related questions without having to repeat information or explain themselves again. Keeping the context of the conversation saves time and enhances the smoothness and natural flow of interactions. Users can also instruct BMC HelixGPT to tailor the responses to their preferences, such as making the responses concise or delivering them in a different format. If users decide to change the subject, BMC HelixGPT can, in most cases, detect this shift and adjust its understanding of the conversation to match the new subject. 

Best practice:

BMC HelixGPT usually recognizes when a new subject is introduced. However, depending on how your question is phrased, it might still refer to the previous context and mix up different subjects. If you notice BMC HelixGPT mixing up subjects, we recommend starting a new conversation by clicking the New Topic button. This action clears the conversation context. 

Scenario: 

Users can start by asking BMC HelixGPT "I would like to know about the company policies" and receive a general overview of corporate policies at their company. Then, they can ask "Are there any for car allowance?", and BMC HelixGPT provides information about the car allowance policy based on the context. After that, users can change the subject and ask about dental benefits. BMC HelixGPT detects the context change and provides the requested information. Users can elaborate the conversation further and ask "What services are included?" to learn about the services offered by the dental program.

Important:

• The retention of conversation context is supported only when users ask questions related to knowledge. It is not available when end users use BMC HelixGPT to find answers for their queries related to service requests, approvals, or To-dos.
• When BMC HelixGPT is used across multiple Studio pages, the My Activity page, the Catalog page, or any combination of these pages with the BMC HelixGPT panel, each conversation maintains its own separate context.

Submit a service request if BMC HelixGPT is unable to generate relevant answers

End users can find answers and guidance from knowledge articles based on the knowledge provider and search filters specifies by the administrator.

To learn more about the supported knowledge providers and filters, see Defining knowledge search settings.

End users can access the service requests and approvals from the links provided with the answers. Show my requests and Show my approvals type of queries generate answers based on the requests and approvals that are in the Open status. 

Fields supported to generate answers from service requests and approvals—title, status, requested for/ by, last updated time, expected date (requests only), and due date (approvals only).

End users can ask BMC HelixGPT to find their To-dos and access them from the links provided with the answers. This capability is controlled by the Event Retriever and Event Summarizer prompts in BMC HelixGPT. For more information, see Out-of-the-box skills in BMC Helix Digital Workplace. 

End users can specify the status of To-dos they are looking for. For example, Show my current To-dos or Show my assigned To-dos queries generate answers based on To-dos in the Active state. The Show my completed To-dos query returns To-dos in the Inactive state. 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 assignments? or What are my pending assignments?

BMC HelixGPT shows the following information for returned To-dos: Status (Assigned or Completed), Category, Updated date, and Due date. When BMC HelixGPT returns a larger number of To-dos, it might group them by their status. 

Important: Currently, search by specific fields is not supported. For example, if end users ask to show To-dos that have a due date within a week, BMC HelixGPT won't return the desired result. End users can only search for To-dos by their statuses. 

End users can use Employee Navigator to find answers related to specific people attributes. The following people attributes are supported: 

• First name
• Last name
• Email address
• Company name
• Location name
• Groups

For example, they can ask queries in natural human language, such as What is the name of the user with email <email address>, Show users in Apex Global, List users with name ending with Johnson, Show the location information for Houston, and so on. Users can then navigate the detailed people profile or group profile page in the end-user console. 

Important: BMC HelixGPT might not provide answers in the following scenarios:

• If the query is about users belonging to a different company.
• If the end user does not have access to data related to the people attribute.
• If the query contain unsupported people attributes such as address, phone number, or social posts. 

This capability is controlled by the Profile and Profile Retriever prompts in BMC HelixGPT. Administrators must ensure that these prompts are associated with the skills used for the Catalog, My Activity, or in the Employee Navigator panel on all end-user console screens. For more information, see Out-of-the-box skills in BMC Helix Digital Workplace.

End users can use Employee Navigator to find their service health items and access them from the links provided with the answers.

This capability is controlled by the Service Health and Service Health Retriever prompts in BMC HelixGPT. Administrators must ensure that these prompts are associated with the skills used for the Catalog, My Activity, or in the Employee Navigator panel on all end-user console screens. For more information, see Out-of-the-box skills in BMC Helix Digital Workplace.

Users can get targeted answers about the health of their services by asking questions related to: 

• Status of service health items—Sample queries include, Show all the services in maintenance or What are the service health items that have performance issues?

• Date of the status change—For instance, users can ask Show services that had performance issues on November 6 or Show me services that experienced issues yesterday.
• Name of service health items—Users can inquire about specific service health items, such as Show the Email Test service health item.
  Important: If a user asks about the status of a service that does not have a service health item configured, Employee Navigator will show no results. Employee Navigator only provides answers for services that have service health items configured. 

• Favorites—Users can also request to see their favorite service health items, such as Show my favorite service health items.

Best practice: We recommend including the service or service health item terms in the queries to make sure that Employee Navigator recognizes the subject of the question. 

Important: Search by other query types is not supported. For example, if users ask What action is associated with the IT service health item or What groups are associated with the IT service health item, Employee Navigator won't return the desired result. 

Employee Navigator returns only the service health items that a user can access in BMC Helix Digital Workplace. It provides the following information for each returned service health item: Date, Status, Name, and Description. 

For more examples of using Employee Navigator to find service health items, see Examples of finding service health items.

BMC HelixGPTstreams answers to end-user queries in real time, delivering parts of the response as they become available. Response streaming increases user engagement and satisfaction because users need not wait for the entire response to appear. Users also get a more natural and dynamic conversational experience.

Important: Streaming is supported only for AI-retrieved answers from predefined knowledge sources. Streaming is not available when answers are generated from service requests and approvals. 

BMC HelixGPT presents a readable table format of service requests and approval requests that you can easily scan and understand their statuses without having to navigate to the individual request. 

BMC HelixGPT presents a card view of service requests and approval requests that helps approvers to respond from within the response, without navigating to the individual approval request.

The BMC HelixGPT chat interface and system messages adopt the language settings of the BMC Helix Digital Workplace end-user console. For example, if the end-user console is in German, the chat interface and system messages are displayed in German. When conversing with BMC HelixGPT, users can ask questions and receive responses in their preferred language. BMC HelixGPT prompts identify a user's locale in BMC Helix Digital Workplace based on the language settings defined for the end-user console, and they direct the large language model to respond in that locale. For more information, see BMC HelixGPT and localization.

End users can provide a thumbs-up or thumbs-down feedback on each response generated by BMC HelixGPT. A text box is displayed if end users click thumbs-down icon allowing the users to provide recommended improvements. Once submitted, the feedback cannot be modified. The feedback is recorded in the telemetry database and administrators will have the capability to access it in a future release. 

BMC uses knowledge article content when extracting answers, not just from the Internet or the large language model's (LLM) general knowledge. Therefore, the answers are from trusted knowledge sources via the Retrieval Augmented Generation (RAG) framework. A link to the referenced knowledge articles is provided at the end of each answer so that that allows you can confirm that it is not generating inaccurate information. 
Important: Administrators can display a disclaimer message to inform end users about the limitations of AI. This disclaimer encourages users to reconsider their decisions before following the suggested actions in the Employee Navigator response. For more information, see Configuring the disclaimer message for BMC HelixGPT responses.