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 prebuilt sample prompts and skills to improve response quality and to support new capabilities. To learn more, see Prebuilt skills in Employee Navigator and Prebuilt skills in Catalog Curator.

AI agents in BMC Helix Digital Workplace

AI agent name	User role	Capabilities	References
Employee Navigator	End users	Find AI-generated answers to end-user queries, processing a variety of inputs such as text, image, or voice.  Submit, update, or cancel service requests by providing conversational inputs without moving away from the Employee Navigator chat.	Using Employee Navigator to find AI-generated answers
		Get localized answers to queries related to service requests, approvals, to-dos, knowledge articles, people attributes, or service health items.	Finding answers for user queries through Employee Navigator
		Connect to a live agent who receives a summary of the previous conversation, so that end users don't have to repeat the information.	Configuring Employee Navigator Supervisor agent
		Access Employee Navigator via Microsoft Teams by using the same conversational interface to ask workplace-related questions or submit requests.	Configuring Employee Navigator in the Microsoft Teams chat
		Access Guest Portal Navigator anonymously from the Guest Portal.	Using the BMC Helix Digital Workplace guest portal for self service
	Administrators	Configure Employee Navigator across the Employee Navigator panel, Studio pages, and core pages such as Catalog and My Activity. Customize or extend Agentic AI settings for Employee Navigator by modifying existing skills and prompts.	Configuring BMC HelixGPT in the end-user console and studio pages
		Enable Employee Navigator in the Microsoft Teams chat to allow end users to ask workplace-related questions or manage service requests directly from Microsoft Teams.	Configuring Employee Navigator in the Microsoft Teams chat
		Configure the Employee Navigator chat to be more dynamic and human-like to guide users to the most effective resolution path.	Configuring Employee Navigator Supervisor agent
		Configure and customize Guest Portal Navigator for anonymous access in the Guest Portal.	Configuring Guest Portal Navigator
Catalog Curator	Catalog administrators	Create services by providing the service requirements in a conversational format. Generate questionnaires, cost adjustments, and workflows automatically to suit the service.  Modify services in real-time in a conversational manner and expedite the creation of service drafts.	Leveraging Catalog Curator for creating services
		Create services with a fulfillment requirement as a case in BMC Helix Business Workflows.	Creating services with case fulfillment by using Catalog Curator
		Edit services with Catalog Curator to efficiently update profiles and questionnaires.	Editing services with Catalog Curator
		Build the service questionnaire's conditional logic by using Catalog Curator.	Building conditional logic in service questionnaires with Catalog Curator
		Create surveys from natural-language prompts by using Catalog Curator and reduce manual effort in designing feedback forms.	Creating surveys with Catalog Curator

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AI agents in BMC HelixGPT

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