Use cases

Leverage generative AI capabilities for best action recommendations, situation summarization, code generation, and log insights

Available in: BMC Helix AIOps

Leverage the generative AI capabilities of BMC HelixGPT to view and investigate ML-based Situations for faster root cause analysis and to perform the following actions:

• Investigate primary and related Situations.
• Investigate independent and similar Situations.
• View the Situation summary generated by BMC HelixGPT, view suggested Best Action Recommendations and Log Insights, and use the virtual agent–Ask HelixGPT to analyze and investigate the Situation.
• View or create incidents (requires BMC Helix IT Service Management to be enabled).
• View and analyze causal events and event details and perform event operations.

Learn more in Investigating ML-based situations in BMC Helix AIOPs documentation.

Leverage generative AI capabilities to get the resolution summary of an incident

Available in: BMC Helix IT Service Management

Leverage the generative AI capabilities of BMC HelixGPT to get a summary of the incident resolution based on the information provided in the incident.

As a service desk agent, click the Ask HelixGPT tab on the incident page to get a resolution summary and reliable answers to your queries. By leveraging this HelixGPT capability, you can quickly analyze the root cause of the problem and reduce the time to resolve the incident.

Learn more in Finding information to resolve incidents by using BMC HelixGPT.

Retrieve answers based on an automatically determined set of knowledge articles

Available in: BMC Helix Business Workflows

Leverage BMC HelixGPT to deliver targeted answers to end-user queries from the referenced knowledge articles.

BMC HelixGPT delivers more precise answers to end-user queries based on an automatically determined set of knowledge articles sourced from the following BMC Helix applications:

• BMC Helix Digital Workplace
• BMC Helix Business Workflows
• BMC Helix Knowledge Management by ComAround
• BMC Helix ITSM: Knowledge Management

Learn more in Generating AI-retrieved answers for end users through BMC HelixGPT.

Facilitate self-service through relevant and precise answers

Available in: BMC Helix Virtual Agent and BMC Digital Workplace Employee Navigator

Leverage BMC HelixGPT as an Assistant Service Provider in BMC Helix Virtual Agent and BMC Digital Workplace Employee Navigator to deliver precise answers in natural language to end-user queries and provide real-time guidance to end users. Administrators can configure BMC HelixGPT to respond with human-like precision and provide real-time solutions to end-user queries.

For more information, see the following documentation:

• Configuring BMC HelixGPT to work with BMC Helix Virtual Agent in BMC Helix Vitural Agent documentation.
• Using Employee Navigator to find AI-generated answers in BMC Digital Workplace documentation.

Display the summary of chat conversations between agents and end user

Available 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.

As an administrator, you can 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. BMC HelixGPT integrates with Live Chat to contextualize the chat conversations between agents and end users and provides a real-time summary of the entire conversation. Learn more in Setting up chat summary for agents.

Get case summaries and answers to case-related queries

Available in: BMC Helix Business Workflows

Leverage BMC HelixGPT to display the summary of a case in the Ask HelixGPT tab of the case. A case agent working on the case can ask questions about the case and receive answers based on the case details. The case agent can also ask queries about related knowledge articles in Ask HelixGPT. 

Users can also ask case-specific queries in Ask HelixGPT, such as "Show my open cases", "Show cases assigned to me", or "Show me cases assigned to <user>".

You can perform the following actions in Ask HelixGPT:

• View an overall summary of the case.
• Submit case-related queries and receive real-time summarized answers from relevant knowledge articles.
• View the source knowledge articles by clicking the hyperlinks.
• Ask queries about cases in Ask HelixGPT, such as Show my open cases.
• Share the response received in Ask HelixGPT with requesters by copying or emailing the information.
• Rate the responses received in Ask HelixGPT by using the thumbs up or thumbs down.

Learn more in Using Ask HelixGPT to get case-related information.

Use the HelixGPT chat option in Global Search to find information

Available in: BMC Helix Business Workflows

Use the Chat mode in the Global Search in BMC Helix Business Workflows to ask queries about cases or to get information from knowledge articles. Type in questions in HelixGPT chat and receive simple, easy-to-understand, summarized answers. The conversational tone provides a seamless experience of getting quick answers from the relevant knowledge articles.

Learn more about Global Search in Searching for content in cases and tasks from Global Search.

Deflects cases by using BMC HelixGPT to auto-resolve cases created from incoming emails

Available in: BMC Helix Business Workflows

Use the generative AI capabilities of BMC HelixGPT in BMC Helix Business Workflows to send automatic responses to emails from which cases are created. BMC HelixGPT responds to the emails with summarized information from relevant knowledge articles and also provides links to the source articles. With this capability, case agents do not need to spend valuable time manually searching for information through knowledge articles to respond to emails.

When the option to automatically resolve such cases after BMC HelixGPT sends the response is enabled, the cases created from incoming emails are automatically marked as Resolved and the responses from BMC HelixGPT are added to the case activities. This capability helps deflect cases by auto-resolving them, improving the efficiency of case agents, and achieving quicker resolution of cases.

Learn more in Enabling automatic handling of emailed cases by BMC HelixGPT.

(Controlled availability customers only) Use BMC HelixGPT chat to search for information from knowledge articles

Available in: BMC Helix IT Service Management

The BMC HelixGPT chat feature in BMC Helix ITSM leverages the generative AI capabilities of BMC HelixGPT to provide a powerful chat-based search experience to the service desk agents.

Instead of manually searching for knowledge articles that contain the information, agents can type in specific questions in BMC HelixGPT chat and get summarized answers in human-like natural language.

For more information, see Searching for information by using BMC HelixGPT chat.

(Controlled availability customers only) Use Knowledge Curator to validate articles in BMC Helix Knowledge Management by ComAround

Available in: BMC Helix Knowledge Management by ComAround

In BMC Helix Knowledge Management by ComAround, knowledge workers can use the generative AI capabilities of the Knowledge Curator agent to validate knowledge articles. As a BMC HelixGPT agent, Knowledge Curator utilizes prompt instructions to review articles for quality and recommend improvements based on the Knowledge-Centered Service (KCS) principles.

Currently, the Knowledge Curator agent focuses solely on validating existing knowledge articles and can't generate new ones from scratch. 

With the validation capabilities of the Knowledge Curator agent, knowledge workers can leverage the following benefits:

• Ensure consistent article quality across the entire knowledge base. 
• More readily adopt and implement KCS methodologies because suggestions from the Knowledge Curator are rooted in KCS principles. 
• Save time and effort when updating the articles as the Knowledge Curator simplifies the review process and reduces manual tasks.

Learn how to configure the Knowledge Curator agent in Configuring the Knowledge Curator agent for BMC Helix Knowledge Management by ComAround. For information about using the agent to validate knowledge articles, see Validating articles by using the Knowledge Curator agent.