AI Agents in BMC HelixGPT

AI agents in BMC HelixGPT are designed to operate with minimal human input. Powered by large language and action models (LLMs and LAMs), these agents can understand natural language, take appropriate actions, and learn from every interaction to deliver even better results over time.

AI agents help you:

Automate repetitive tasks to save time and reduce manual effort.
Deliver faster responses to improve user satisfaction with quick, intelligent replies.
Integrate easily with other BMC Helix applications and services.
Improve efficiency by providing accurate, context-aware answers that boost productivity.

Watch the following video (02:07) to get an overview of AI agents in BMC HelixGPT:

https://youtu.be/DxtoQET1EEs

AI Agent functionality

AI agents use natural language understanding to interpret user queries and determine the best course of action. For example, when a user asks, "Why is my internet so slow today?", the AI agent understands the intent behind the question, identifies relevant actions such as checking service status or suggesting troubleshooting steps and provides a personalized response.

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.
If you’re using an intermediary gateway to control access to the LLM APIs, see the OAuth2 authentication information Provisioning and setting up the generative AI provider for your application

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.

Scenario: Resolving a VPN access issue

Allen, a service desk agent at Apex Global, assists employees with IT-related issues. When Mary Mann submits a request asking, "How do I set up VPN access on my laptop?", Allen relies on BMC HelixGPT's advanced capabilities.

Using the AI-powered Global Search, BMC HelixGPT instantly interprets Mary’s intent and retrieves the most relevant knowledge article for VPN setup. Allen shares the article directly with Mary, helping her complete the setup quickly and without back-and-forth.

As the interaction progresses, BMC HelixGPT automatically generates a case summary and recommends closing the ticket, reducing Allen’s manual effort. With intelligent search, real-time recommendations, and auto-summarization, Allen delivers faster, more accurate support, boosting both productivity and employee satisfaction.

Explore AI agents in BMC HelixGPT

The AI agents in BMC HelixGPT work with BMC Helix Service Management and BMC Helix AIOps to multiple service management and operations management capabilities. The AI agents are available out-of-the-box depending on your license entitlements. For more information, see BMC Helix Service Management service and BMC Helix AIOps service.

AI agents in BMC Helix Service Management

AI agents automate ticket handling and empower users with self-service through intelligent virtual agents. The following table describes the details of AI agents that are available out-of-the-box in BMC Helix ITSM:

AI Agent name	Description	Available from version
Employee Navigator	Employee Experience by using BMC HelixGPT Enable employees to resolve blockers quickly, transforming employee experience and thereby enhancing overall productivity.	23.3.02
Service Collaborator	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.	23.3.02

AI agents in BMC Helix AIOps

AI agents detect anomalies, find root causes, and provide remediation steps to keep services healthy. The following table describes the details of AI agents that are available out-of-the-box in BMC Helix AIOps:

AI Agent name	Description	Available from version
Vulnerability Resolver	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.	25.1.00