This documentation supports the 25.1 version of BMC Helix Virtual Agent.To view an earlier version, select the version from the Product version menu.

Configuring BMC Helix Virtual Agent with BMC HelixGPT

BMC HelixGPT equips BMC Helix Virtual Agent to deliver relevant and precise answers to user queries. It enables the chatbot to understand the question context and respond naturally, supporting effective self-service and enhancing the efficiency of service desk operations.  BMC HelixGPT also provides self-service options by providing links to additional resources for deeper exploration.

Starting with version 23.3.04, the BMC HelixGPT is the default assistant service provider for all newly created BMC Helix Virtual Agent bots.


Related Topics

Configuring-BMC-HelixGPT-to-work-with-BMC-Helix-Virtual-Agent

(Version 23.3.04 and later) Learn more about configuring BMC Helix Virtual Agent with assistant service providers in case of fresh installation and upgrade.

Fresh installation of BMC Helix Virtual Agent

Using BMC HelixGPT

  • By default, BMC HelixGPT is set as the assistant service provider for new installations.
    Obtain the API keys the BMC activation team provided and configure them in BMC Helix Innovation Studio.

Upgrading BMC Helix Virtual Agent

Upgrading to  BMC HelixGPT

  • To upgrade the existing bot and use BMC HelixGPT as an assistant service provider, configure a new bot that will have BMC HelixGPT by default.

Upgrading with IBM Watson Assistant

  • During upgrades, the existing bots with IBM Watson Assistant will continue to work without disruption. 


  • You can use BMC HelixGPT and IBM Watson Assistant simultaneously by creating and using two different bots with each provider. With this set up, you can also switch between the two providers.
  • From the two bots configured with each assistant service provider, to disable the bot that you no longer need, remove it from the BMC Helix Innovation Studio. 

Configuring BMC HelixGPT to work with BMC Helix Virtual Agent

By configuring BMC HelixGPT as an assistant service provider for the BMC Helix Virtual Agent, administrators can enhance the BMC Helix Virtual Agent capabilities, such as enabling summarization for live agents.

The following table provides the process to use the BMC HelixGPT capabilities to enhance  BMC Helix Virtual Agent.

Action

Reference in BMC HelixGPT documentation

Configure BMC HelixGPT to display the summary of chat conversations between agents and end users as a work note in the incident or work order of the chat request.

Define the search settings for BMC Helix Virtual Agent to provide relevant knowledge articles to end users. 

Configure the settings for localizing system messages while using BMC HelixGPT in BMC Helix Virtual Agent.

 

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