This documentation supports the 25.3 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 the License types and features topic. To view an earlier version, select the version from the Product version menu.

 

Agentic AI capabilities in BMC Helix Digital Workplace

BMC Helix Digital Workplace offers AI capabilities powered by BMC HelixGPT, a generative AI capability integrated into the BMC Helix Service Management and BMC Helix IT Operations Management. BMC HelixGPT allows you to bring your own LLMs from other GPT or GenAI vendors such as Azure, OpenAI, and Google.

The AI capabilities in BMC Helix Digital Workplace are available as LLM-based AI agents that can operate autonomously without human intervention. With these capabilities, end users can enter their queries in natural language, and get intelligent, context-sensitive responses. The agents can also complete certain tasks on behalf of the users. The agents identify the intent behind each query, determine the necessary actions, perform certain processes, and generate a customized reply or an output as specified in the query. 

BMC HelixGPT provides several out-of-the-box sample prompts and skills to improve the quality of responses and to support new capabilities. To learn more, see Out-of-the-box skills in BMC Helix Digital Workplace. 

Required license

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AI agents in BMC Helix Digital Workplace

AI agent nameUser roleCapabilitiesReferences

Employee Navigator

Employee navigator panel.png

 

End users
  • Find AI-generated answers to end-user queries processing a variety of inputs such as text, image, or voice. 
     
  • Get localized answers to queries related to service requests, approvals, to-dos, knowledge articles, people attributes, or service health items. 
     
  • Submit, update, or cancel service requests by providing conversational inputs without moving away from the Employee Navigator chat. 
     
  • Connect to a live agent who receives a summary of the previous conversation, so that end users don't have to repeat the information. 

 

Using Employee Navigator to find AI-generated answers

Service catalog curator

Catalog assistant.png

Catalog administrators

 

  • Expedite service designing by providing the service requirements in a conversational format.
     
  • Generate questionnaires, cost adjustments, and workflows automatically to suite the service. 
     
  • Modify the services in real-time in a conversational manner.
Leveraging Service Catalog Curator for creating services

Related topics

AI agents in BMC HelixGPT

BMC HelixGPT in BMC Helix Business Workflows

 

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