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This documentation supports the 25.4 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.

 

Using BMC HelixGPT to make services requestable via chat

As a catalog administrator, you can make services requestable through chat in Employee Navigator. Chat-enabled services are supported in Digital Workplace (DWP), Microsoft Teams, and Helix Virtual Agent (HVA). Agentic catalog submission (using the Catalog Request Agent) is supported in Employee Navigator and also via the Microsoft Teams interface. You can use one of the following methods to make services available via chat: 

Using BMC HelixGPT to make services requestable via chat provides the following benefits to the catalog administrators: 

  • Save manual efforts required for using the Publish chat-enabled service wizard.
  • Avoid human errors when using disambiguation, providing variations in service descriptions, service clarification phrases, and natural language variations of the questions.
  • Achieve faster scalability by making several services requestable in a short period of time. 
  • Improve discoverability of services that help users identify the appropriate service for their queries. 
Information
Important

Services that include a questionnaire with the following types of questions are not supported via chat:

  • Table (multi-select)
  • Table (single-select) 
  • Repeatable group of questions

As an administrator, you can configure the Employee Navigator Supervisor agent, facilitating a more contextual and conversational request submission experience for users within the chat.  For more information, see Configuring the Employee Navigator Supervisor agent. 

Catalog Request Agent

The Catalog Request Agent, configured in HelixGPT Agent Studio, includes the prompts to make services requestable. It identifies and suggests the services relevant to the user's queries. After the end user approves, the agent submits the service request on behalf of the user. To learn how to edit an agent, see Managing AI agents.

The Catalog Request Agent is provided out-of-the-box with BMC HelixGPT, as shown in the following image:

Catalog Request Agent

Information
Important

The Catalog Request Agent is set up as a sub-agent within the Employee Navigator Supervisor agent configuration.

The Catalog Request Agent can temporarily shift to any of the Employee Navigator tools to respond to user queries that go beyond catalog request submission. This digression allows the agent to maintain a smooth conversational experience while addressing other questions. The Employee Navigator Supervisor agent switches the flow back to the Catalog Request agent when the user asks to return to the request submission.

For more information, see Configuring Employee Navigator Supervisor agent.

Creating a copy of the Catalog Request Agent and modifying the prompts

If you want to modify the Catalog Request Agent setting, make sure you create a copy of the agent. For more information, see Managing AI agents.

Information
Important

To make sure that the services are suggested, after creating the agent, make sure that the prompt has the following structure. All prompt sections must be present and the individual prompts cannot be blank.

Prompt structure

   

    ## Search Service

    <Prompt for creating a query to search the services based on user's query>

    ## Best Service

    <Prompt for selecting the most relevant service from the list of services>

    ## Predict Answers

    <Prompt for predicting answers to the questionnaire based on user's query>

    ## Question

    <Prompt for selecting question to ask>

    ## Failed Question

    <Prompt for asking the question again after the user failed to answer it>

    ## Format Answer

    <Prompt for formatting the user's answer (like splitting to multiple answers or skipping the question completely)>

    ## Answers Confirmation

    <Prompt for analyzing if the user wants to submit request or change any answer>

    ## Digression

    <Prompt for analyzing intent of the query to check if we need to continue with the current flow or digress to other things like knowledge search>

    ## Services

    <Prompt for displaying services to select in markdown format, for example, like markdown table>

 

(Optional) To configure Catalog Request Agent

As an administrator, you can modify the number of services, questions, and probable answers that the Catalog Request Agent provides to the end users. 

  1. Log in to BMC Helix Innovation Studio.
  2. From the Workspace tab, select HelixGPT Agent Studio.
  3. On the Records tab, select the checkbox next to Agent and click Edit Data. 
  4. Select the record instance for the copy of Catalog Request Agent that you have created, and click Edit. 
    In the Configuration field, specify the following parameters:
    ParameterDescription
    services_limit

    Controls the maximum number of services that the system searches in the catalog. Among the searched services, the most relevant service that match their query is displayed to the end users .

    Default value: 10

    questions_limit

    Controls the maximum number of questions that a service can have. If a service has more questions than the number specified in this parameter, then the user is prompted to use the service request submission UI. 

    Default value: 20

    predict_answers

    Determines whether initial user input queries are used to predict answers to the questions.
    For example, if a user types I need to request guest parking from Monday to Wednesday next week", the system predicts the start and end dates for the parking request. 

    If you do not want to predict the answers, enter false.

    Default value - true

    restricted_servicesRestricts the service version IDs from being submitted by the end users. 

    The following image is an example of the parameters that you can configure for the Catalog Request Agent:
    Catalog request agent config in IS.png
     

  5. Click Save. 

Result

After the Catalog administrator has completed the configurations, the end user can submit the service requests via chat, as shown in the following image: 

Submit requests via chat

The following image shows the conversation for request submission when the administrator has set up the Employee Navigator Supervisor agent by using an agentic AI approach:

Catalog request agent case

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*

BMC Helix Digital Workplace 25.4