Phased rollout

This version is currently available to SaaS customers only. It will be available to on-premises customers soon.

Chatbots and BMC HelixGPT

BMC Helix Virtual Agent is powered by BMC HelixGPT. Live Chat is the agent-to-end user chat application used by BMC Helix Virtual Agent for fallback to a live agent. BMC HelixGPT is an alternative option for the IBM Watson generative AI, natural language engine that powers BMC applications.

BMC HelixGPT is not a replacement for BMC Helix Virtual Agent or Live Chat, but a catalyst that helps the chatbots become experts in resolving user queries.

You can create different chatbots in the BMC Helix Virtual Agent, and link them to different BMC HelixGPT skills. You can deploy them on Teams or web chat channels according to the usual channel setup.

BMC chatbots

BMC Helix Virtual Agent

BMC Helix Virtual Agent offers intelligent, omnichannel experiences to drive
employee engagement and productivity.

BMC Helix Virtual Agent interacts with users through natural language, understands the conversation context, and performs tasks on behalf of the user. BMC Helix Virtual Agent helps users resolve their issues or search for any information they need by providing immediate assistance to resolve queries.

Before the 23.3.01 release, the only natural language engine used in BMC Helix Virtual Agent was IBM Watson. Starting with the 23.3.01 release, BMC HelixGPT is also available as the natural language engine.

Live Chat

Live Chat provides a self-service solution for users to resolve their issues by chatting with support agents.

Agents can participate in a chat session from Smart IT or BMC Helix Business Workflows. Administrators can configure Live Chat to suit the organization's business requirements and monitor the agents handling user requests.

BMC HelixGPT helps to generate summaries for the chats occurring between agents and users.

BMC HelixGPT

BMC HelixGPT is a generative AI capability within BMC Helix Service Management and BMC Helix IT Operations Management, helping in quicker problem resolution, better collaboration, and increased productivity.

Use BMC HelixGPT for simplified, actionable insights and recommendations, conversational interaction to get quicker answers, intuitive virtual agents, and automated resolutions. BMC HelixGPT offers domain-specific models that train your organization's data to become an expert in your system.

BMC HelixGPT is available out of the box for BMC Helix Virtual Agent as a natural language engine.

Licensing for BMC Helix Virtual Agent and BMC HelixGPT

BMC HelixGPT is not licensed as a separate SKU and will be made available for the existing customers of BMC Helix Virtual Agent to leverage the chatbot features with BMC HelixGPT. No additional BMC purchase is required for BMC HelixGPT. However, a customer must purchase an Azure OpenAI license key from Microsoft.

Refer to the Azure OpenAI privacy policy and plan to get GPT4-Turbo Azure OpenAI environments within your Azure Portal. For Azure Pricing, refer to the Azure pricing calculator.

BMC HelixGPT use cases in BMC Helix Virtual Agent

Leverage BMC HelixGPT in BMC Helix Virtual Agent to deliver precise answers to end-user queries and provide real-time guidance to end users.

Learn more in Configuring BMC HelixGPT to work with BMC Helix Virtual Agent.

BMC HelixGPT use cases in Live Chat

Leverage 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 in Live Chat in plain, simple, and lucid language.

Learn more in Setting up chat summary for agents.