AI Agents in BMC HelixGPT

 

AI agents can operate autonomously without human intervention, providing seamless interaction between AI agents and humans. 

AI agents provide the following benefits:

  • Automate routine tasks, reducing manual effort.
  • Enhance user experience with quick, AI-driven responses.
  • Integrate seamlessly with other BMC applications and services.
  • Boost productivity by providing accurate, context-aware solutions.

An LLM-based AI agent is designed to process natural language inputs and provide intelligent, context-aware responses. The AI agent analyzes the query's intent, determines what actions it needs to take to respond, and provides a tailored response.

For example, a chatbot receives a query such as Why is my internet so slow today? The chatbot analyzes the query's intent, determines what actions it needs to take to respond, and provides a tailored response, such as troubleshooting steps or an outage update.

Note the following key considerations when using AI agents:

  • AI agents are available with all models supported by BMC HelixGPT. For more information, see Models-in-BMC-HelixGPT.
  • AI agents cannot process inputs provided through images.
Scenario: Resolving VPN access issue

Allen, a service desk agent at Apex Global, helps employees with IT issues. 
When Mary Mann submits a request asking, How do I set up VPN access on my laptop? Allen uses BMC HelixGPT-powered Global Search. 
BMC HelixGPT quickly analyzes the query and suggests the most relevant knowledge article about VPN setup. Allen shares the article with Mary, enabling her to set up the VPN successfully. 
BMC HelixGPT then recommends closing the ticket with an automated summary. With AI-driven assistance, Allen delivers faster support, ensuring quick and accurate information for employees.

 

Capabilities of AI agents

  • Decision making
    AI agents analyze data from various sources to identify patterns and make decisions. Also, create Insights and Knowledge for users​
     
  • Autonomous actions
    AI agents can initiate actions and complete tasks independently without needing explicit instructions for every step.​
     
  • Learning and adaptation​
    AI agents continuously learn from each interaction. Adaptable across various user personas, ensuring relevance at every touchpoint.​

 

Explore AI agents in BMC HelixGPT

The following table describes the details of AI agents that are available out-of-the-box:

AI agent name

Capability

Employee Experience by using BMC HelixGPT

Enable employees to resolve blockers quickly, transforming employee experience and thereby enhancing overall productivity. 

DevOps & SRE for Hybrid IT with BMC HelixGPT

Automatically identify risky changes by analyzing operations and service management data in a single pane of glass. Conversation experience for a change request to provide answers.​

Agent Assist in Service Management

Make the service desk more intelligent and efficient by enhancing the search functionality with a conversational experience, enabling users to find tickets quickly without having to scroll through a lengthy list of search results.​​

Improving knowledge articles by using BMC HelixGPT​

Improve knowledge articles, enabling agents to focus on resolving incidents in a timely manner.​

MS Teams Supervisor

Unify Service and Operations Management with AI powered by BMC HelixGPT

Obtain a brief summary of MS Teams integration capabilities in BMC HelixGPT and an overview of how these capabilities enhance collaboration. 

Together, these capabilities streamline communication, improve incident resolution, and enhance overall service efficiency.

Comprehensible situation summary & insights powered by BMC HelixGPT​

Obtain a short problem classification synopsis, a brief root cause summary, a causal summary explaining the context, and actionable insights. ​

Together, these insights help in faster root cause analysis and an accurate understanding of the issue.​

Log insights to aid advanced issue troubleshooting powered by BMC HelixGPT

Summarize logs in simple language and enable users for advanced troubleshooting of issue.
BMC HelixGPT connects with log repositories such as BMC Log Insights to perform a detailed analysis of the time-sliced runtime logs from diverse systems and provides actionable insights to identify the root cause of the issue.​

Resolution steps (Remediation Steps) to resolve an issue powered by BMC HelixGPT

Leverage BMC HelixGPT to simplify the situations root cause analysis and provide step-by-step recommendations to the users to take appropriate actions to troubleshoot the issue.​​

Proactively identify, assess, and mitigate security risks in AIOps

Manage risks and resolve vulnerabilities within BMC Helix AIOPs using domain-trained models and Best Action Recommendations. 

This capability streamlines risk identification, reduces noise, and prioritizes actionable insights, enhancing security posture, productivity, and operational efficiency.

HelixGPT Insight Finder

Build custom dashboards quickly by using HelixGPT Insight Finder

Leverage HelixGPT Insight Finder to quickly create dashboards for BMC Helix ITSM and BMC Helix AIOps by specifying your requirements in natural language. It provides a conversational experience, simplifies the dashboard creation process, and saves time.

Related topics

Requirements for BMC HelixGPT

Adding agents for BMC Helix AIOPs

 

 

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