Chatbots and BMC HelixGPT
You can create different chatbots in the BMC Helix Virtual Agent and link them to differentBMC HelixGPT skills. Then, according to the usual channel setup, you can deploy them on Teams or web chat channels.
Overview of BMC chatbots
BMC Chatbot | Definition | Usage | Key feature | Best for | Example |
|---|---|---|---|---|---|
An advanced AI system using natural language processing (NLP) and generative models to provide insights, automation, and complex decision-making support. | Assist in complex tasks like generating business insights, automating workflows, and supporting decision-making with advanced AI capabilities. | Provides dynamic, context-aware responses and generates new content, providing more complex solutions than basic virtual agents or live chat with agents. | Complex problem-solving, decision-making, and generating business intelligence across various domains. | A business analyst uses BMC HelixGPTto generate forecasts based on historical data or create content for knowledge articles. | |
A real-time communication tool that connects users with customer service agents for immediate support. | Primarily used for resolving customer queries, troubleshooting issues, and providing personalized assistance. | Involves human agents for interaction, which can lead to delays during high demand times. | Situations requiring personalized, human-driven support. | A user contacts a support agent through Live Chat to report a technical issue with a product and receives step-by-step guidance. | |
An AI-powered assistant that automates responses to user queries and tasks, reducing the need for human intervention. | Designed to handle frequently asked questions, basic troubleshooting, and repetitive tasks. | Uses AI to deliver pre-programmed responses. | Automating repetitive interactions and providing 24/7 support for common queries. | A user interacts with the Virtual Agent to get password reset instructions or track an order status. |
Summary of key differences
BMC Chatbot | Objective | Human involvement | Example |
|---|---|---|---|
Provides AI-driven insights, automates tasks, and assists in complex decision-making. | No, fully AI-driven. | A business analyst leverages HelixGPT for data analysis and for generating reports or recommendations. | |
Real-time support for complex or personalized queries. | Yes, requires live agents. | A customer asks a live agent for help troubleshooting a service issue. | |
Handles FAQ, basic tasks, and repetitive actions. | No, fully automated. | A user interacts with the agent to reset a password without human assistance. |