23.3 enhancements and patches
23.3.04 enhancements
New vendors and models in BMC HelixGPT
BMC HelixGPT supports new vendors and models that enhance AI-driven capabilities and improve accuracy in natural language processing tasks. These models provide more robust and scalable performance for complex queries and advanced automation.
The following models are available:
- Oracle Cloud — Llama 3.1
- (Controlled availability customers only) Google Vertex AI — Gemini 1.5 Pro
For more information, see Models-in-BMC-HelixGPT.
Handle unanswered questions by using the Fallback prompt
When BMC HelixGPT cannot provide a clear response to knowledge-related queries, BMC Digital Workplace users can raise a service request, or can connect with a live agent. BMC Helix Virtual Agent users can connect with a live agent or restart the conversation.
This functionality is easily activated when an administrator copies the Fallback prompt, empowering users to resolve queries efficiently and avoid disruptions.
For more information about using the Fallback prompt, see Fallback-prompt.
Version prompts for efficient prompt updates
Versioning prompts in BMC HelixGPT makes prompt updates more efficient by allowing customers to create and iterate prompt versions to improve performance. For example, you can update a prompt to use bullet points in knowledge answers. You can add sentiment detection to fallback prompt for a live chat.
Using BMC HelixGPT Manager, an administrator can version prompts, retaining versions for future reference and switching between different versions as needed. This feature also enables developers to tailor prompts to better meet user and organizational requirements. For more information, see Updating-prompts-and-skills-for-consistent-and-efficient-responses-from-BMC-HelixGPT.
BMC Helix Customer Service Management is available out-of-the-box application on HelixGPT Manager
Administrators can quickly access BMC Helix Customer Service Management as an out-of-the-box application. This access enables them to create skills and prompts for BMC Helix Customer Service Management and easily use BMC HelixGPT capabilities.
Integrating BMC Helix Customer Service Management with BMC HelixGPTenhances customer service by enabling intelligent, automated interactions that improve response speed, accuracy, and efficiency of operations.
For more information about adding applications, see Adding-data-sources-in-BMC-HelixGPT.
Configure attachments of BMC Helix Innovation Studio record definitions as a data source
Administrators can enable BMC HelixGPT to retrieve data from the attachments of BMC Helix Innovation Studio record definition by configuring the record definition as a data source.
This configuration enables quick, precise data retrieval from attachments, enhancing response accuracy and efficiency.
For more information about enabling data retrieval from record definitions, see Fetch data from record definition attachments.
Dynamically switch contexts between skills by using the Supervisor skill
The Supervisor skill inBMC HelixGPT helps maintain context throughout ongoing interactions. It dynamically interprets user intent, and routes users to the most appropriate skill.
Furthermore, when a session ends or a specific condition, such as completing a knowledge article search, is met, the system automatically reverts to the Supervisor skill to reassess the user's intent and provide optimal support.
For more information about Supervisor skill, see Activating-the-Supervisor-Router-prompt-for-dynamic-context-switching.
What else changed in this release
The following table lists the changes in the product behavior:
Update | Product behavior in versions earlier than 23.3.04 | Product behavior in version 23.3.04 |
|---|---|---|
BMC HelixGPT is the default assistant service provider for BMC Helix Virtual Agent | IBM Watson is the default service provider forBMC Helix Virtual Agent | BMC Helix Virtual Agent includes BMC HelixGPT as the default assistant service provider, leveraging advanced technology and seamless integration for faster query resolution and enhanced user experience.
If you prefer to use IBM Watson as the service provider, please contact BMC Support for assistance.
|
Control the text size processed at a time for a skill | In streaming mode, use the initial_chunks_to_accumulate parameter to define the chunk size processed at a time for a skill. This parameter offers the flexibility to optimize chunk size, enabling faster and more efficient processing. For more information, see Configure chunk size parameter. | |
Skip unnecessary description in the response received from a Service prompt | In BMC Digital Workplace catalog, use the excludeDescriptionQuestions parameter to eliminate unnecessary descriptive details in responses. By skipping irrelevant details, you get more effective and actionable results. For more information, see Configure exclude description parameter. | |
Enhance efficiency by disabling digression questions in Service prompt | Use the disableDigression parameter to avoid off-topic information. Enabling this feature provides clearer, more direct responses, improving efficiency and user experience. For more information, see Configure disable digression parameter. | |
Select topics from Live Chat when using BMC HelixGPT as an Assistant Service Provider in BMC Helix Virtual Agent | Administrators cannot select BMC Live Chat topics when the Assistant Service Provider is BMC HelixGPT. | In BMC Helix Virtual Agent, when the Assistant Service Provider is BMC HelixGPT, the Chatbot Configuration designer includes the Live Agent Settings tab to select Live Chat topics. Selecting Live Chat topics helps an administrator to integrate the Live Chat capabilities within the chatbot platform. The following screenshot shows the Live Agent Settings tab:
|
Improved BMC HelixGPT response format in BMC Helix Digital Workplace | Responses from BMC HelixGPT were displayed in rich text format with links to the list of service requests or approval requests. | Responses from BMC HelixGPT are displayed in tabular format for a better visual experience and improved readability. |
Application enhancements powered by BMC HelixGPT
Leverage the generative AI capabilities of BMC HelixGPT in BMC Helix Business Workflows from Ask HelixGPT
BMC HelixGPT helps in faster resolution of cases by providing easy options to share the information, increasing case agent efficiency and improving customer satisfaction.
In the Ask HeliGPT tab, you can leverage the response given by BMC HelixGPT in the following ways:
- View an overall summary of the case.
- Get real-time summarized answers from relevant knowledge articles for your queries.
- View the source knowledge articles by clicking the hyperlinks.
- 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 about Ask HelixGPT in BMC Helix Business Workflows in Using Ask HelixGPT to get case-related information.
Leverage BMC HelixGPT capabilities in the Global Search 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. The powerful search experience in BMC Helix Business Workflows is enhanced with generative AI capabilities of BMC HelixGPT to provide a seamless experience of a chat-based search. Type in questions in HelixGPT chat and receive simple, easy-to-understand, summarized answers. Moreover, the conversational tone will increase the engagement of the users and will provide a smooth experience of getting quick answers from the relevant knowledge articles.
Learn more about Global Search in BMC Helix Business Workflows in Searching for content in cases and tasks from Global Search
(Controlled availability customers only) Leverage BMC HelixGPT chat to search for information from knowledge articles in BMC Helix ITSM
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, agents can type in specific questions in BMC HelixGPT chat and get summarized answers.
Faster availability of information helps agents make faster decisions and perform necessary actions. Thereby, increasing agent efficiency, service desk productivity, and customer satisfaction.
For more information, see Leveraging BMC HelixGPT chat to search for information.
Make BMC HelixGPT-powered Employee Navigator available for end users in BMC Helix Digital Workplace
This capability is available with the BMC Helix Service Management Advanced license.
Make BMC HelixGPT-powered Employee Navigator available for end users in all UI screens so that it benefits them in the following ways:
- Assure users that BMC HelixGPT is always accessible with just one click, regardless of which page or UI they are on. There's no need to navigate to a specific page or panel.
- The conversational experience with BMC HelixGPT remains seamless until their query is resolved or they choose a different topic, even if they move from one page to another.
For more information, see Generating AI-retrieved answers for end users through BMC HelixGPT.
BMC HelixGPT remembers context across a series of questions
This capability is available with the BMC Helix Service Management Advanced license.
Ask BMC HelixGPT a series of related questions without repeating the information or re-explaining your question. BMC HelixGPT recognizes the conversation context and maintains it. The retention of conversation context is supported only when users ask questions related to knowledge. It is not available when end users use BMC HelixGPT to find answers for their queries related to service requests, approvals, or To-dos in BMC Helix Digital Workplace.
Keeping the conversation context saves you time and effort, as you don't need to repeat yourself. This capability leads to more natural and smooth interactions, as responses are coherent and connected to previous queries. You can also customize the responses by asking BMC HelixGPT to tailor them to your preferences, such as making the responses concise or delivering them in a different format.
For more information, see Using BMC HelixGPT to find answers.
Provide feedback on BMC HelixGPT responses in BMC Helix Digital Workplace
This capability is available with the BMC Helix Service Management Advanced license.
End users can easily rate individual responses from BMC HelixGPT by using the thumbs-up or thumbs-down options. A text box is displayed if end users click thumbs-down to get more details for the negative feedback.
For more information, see Using BMC HelixGPT to find answers.
Use BMC HelixGPT to find your To-dos in BMC Helix Digital Workplace
This capability is available with the BMC Helix Service Management Advanced license.
Use BMC HelixGPT to find your To-dos by using conversational language. For example, to view your ongoing assignments, simply type Show my current To-dos. Similarly, to see assignments you've completed, say Show my completed To-dos.
With this capability, you save time and effort in looking for and going through multiple To-dos from the My Activity page.
For more information, see Using BMC HelixGPT to find answers in BMC Digital Workplace documentation.
23.3.03 enhancements
(Controlled availability customers only) Leverage the BMC HelixGPT generative AI capabilities to get case and knowledge-related information in BMC Helix Business Workflows
With the power of the summarization and conversation capabilities of BMC HelixGPT, case agents can find information about cases and knowledge articles without manually searching for the information in BMC Helix Business Workflows.
A case summary is automatically displayed for each case in the Ask HelixGPT chatbot, and a case agent can ask queries about the case. BMC HelixGPT provides precise answers to all queries in a conversational tone that helps case agents get the correct answer quickly, efficiently, and without searching manually through the cases or knowledge articles.
Learn more about the use of BMC HelixGPT in BMC Helix Business Workflows in Using Ask HelixGPT to get case-related information.
(Controlled availability customers only) Use Salesforce Knowledge, Web, and BMC Helix Customer Service Management as data sources
BMC HelixGPT facilitates knowledge search across multiple data sources. Administrators can integrate Salesforce Knowledge, Web, and BMC Helix Customer Service Management with BMC HelixGPT, providing users with more options to access information from these sources.
Learn more about configuring new data connections in Adding-data-sources-in-BMC-HelixGPT.
Provide feedback on BMC HelixGPT responses
Rate the BMC HelixGPT responses in a chat conversation by using the thumbs-up or thumbs-down icons, driving better engagement and outcomes. For more information, see Experiencing-BMC-HelixGPT-in-BMC-applications.
Personalize BMC HelixGPT responses to user context
Boost user engagement and satisfaction by personalizing interactions to individual preferences based on user context, such as answering questions in the preferred language, addressing users by their first name, and so on.
For more information about localizing and personalizing user interactions, see Localizing-system-message-responses-in-BMC-HelixGPT and Creating-prompts-and-skills-for-consistent-and-efficient-responses-from-BMC-HelixGPT.
Trace LLM calls and detect errors by using LangSmith
Use LangSmith to debug and monitor the LLM calls that are received in BMC HelixGPT to get better visibility in the LLM calls, and detect errors. Integrate BMC HelixGPT with LangSmith by acquiring an API key from LangSmith. You can enable call tracing for each skill that is used by the BMC Helix products in BMC HelixGPT.
Learn more about tracing LLM calls in Tracing-LLM-calls-with-LangSmith.
What else changed in this release
The following table lists the changes in the product behavior:
Update | Product behavior in versions earlier than 23.3.03 | Product behavior in version 23.3.03 |
|---|---|---|
Ability to dynamically filter knowledge articles in BMC HelixGPT | As an administrator, you can only specify static tags when configuring search settings in BMC HelixGPT. | As an administrator, you can specify static and dynamic tags when configuring search settings in BMC HelixGPT. Learn more about the search settings in Defining-knowledge-search-settings. |
Ability to change the model for individual prompts in a skill | As an administrator, you can only select a model for the skill, not for individual prompts within the skill. | As an administrator, you can assign specific models to individual prompts to suit your business objectives, thus optimizing the quality and relevance of BMC HelixGPT responses. Learn more about changing the models for individual prompts in Creating-prompts-and-skills-for-consistent-and-efficient-responses-from-BMC-HelixGPT. |
23.3.02 enhancements
Ability to chat with a live agent from a BMC HelixGPT skill-based chatbot
When an end user uses a BMC HelixGPT skill-based chatbot, the user can chat with a live agent during the chatbot conversation. The chat starts when the live agent joins the conversation to resolve the end user's query. In BMC HelixGPT, support for a live agent during chat conversations is provided by adding specific instructions to the router prompt and to the Live Chat prompt.
With this functionality, a fallback to a live agent chat during chat conversations is supported, enhancing the end-user experience. For more information about the changes to the prompts, see Prompts.
The following image shows the router prompt that instructs BMC HelixGPT to reroute when a user wants to chat with a live agent:
Simplify data replication by using the Export and Import features in BMC HelixGPT
As an administrator, use the Export and Import feature in BMC HelixGPT to replicate the skill settings across systems seamlessly. You can maintain consistency and decrease manual effort by reusing the skill settings.
Learn more about exporting and importing the skill settings in Exporting and importing skills and prompts.
(Controlled availability) Leverage the BMC HelixGPT generative AI capabilities to get the resolution summary of an incident in BMC Helix ITSM
As a service desk agent, use the generative AI capabilities of BMC HelixGPT to get a resolution summary of an incident and reliable answers to your queries. By leveraging this 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
What else changed in this release
The following table lists the changes in the product behavior:
Update | Product behavior in versions earlier than 23.3.02 | Product behavior in version 23.3.02 |
|---|---|---|
Ability to test the AI service provider connections in BMC HelixGPT | As an administrator, you could not test the AI service provider settings in HelixGPT Manager before saving the settings. | As an administrator, you can test the AI service provider settings in HelixGPT Manager before saving the settings. Learn more about testing the AI service provider settings in Provisioning-and-setting-up-the-generative-AI-provider-for-your-application. |
23.3.01 enhancements
Leverage the BMC HelixGPT generative AI capabilities in the BMC Helix Digital Workplace end-user console
To learn more about the scenarios and the process for implementing BMC HelixGPT, see Generating AI-retrieved answers for end users through BMC HelixGPT.
Leverage BMC HelixGPT as an Assistant Service Provider in BMC Helix Virtual Agent
As an administrator, enable BMC HelixGPT as an Assistant Service Provider in BMC Helix Virtual Agent.
Setting up BMC HelixGPT as the Assistant Service Provider helps end users in the following ways:
- Leverage the generative AI functionalities powered by BMC HelixGPT to get precise answers and solutions to their queries, and enhance their self-service experience in real-time.
- Get the most appropriate recommendations from knowledge articles from an extensive database of search providers, such as BMC Helix Business Workflows, BMC Helix Knowledge Management by ComAround and BMC Helix ITSM: Knowledge Management.
- Get a clear, plain-language summary of the knowledge articles that are shared.
Learn more about how to enable BMC HelixGPT as the Assistant Service Provider inConfiguring BMC HelixGPT to work with BMC Helix Virtual Agent.
Leverage BMC HelixGPT to view summary of chat conversations in Live Chat
Agents can view a summary of chat conversations that they had with end users. BMC HelixGPT uses advanced AI-powered technology to provide a real-time summary of the entire chat conversation in plain, simple, and lucid language. It also provides information about how a similar type of query or ticket was resolved in the past for agents to use as a reference.
Agents can track the entire chat conversation between them and end users and provide a better support experience by reducing wait time and improving the quality of responses. Learn more about how to leverage BMC HelixGPT to view chat conversations between agents and end users in Setting up chat summary for agents.
Configure data connections in the BMC HelixGPT Manager
As an administrator, you can define and configure new data connections in BMC HelixGPT Manager instead of navigating to BMC Helix Innovation Studio. Having a single place to configure connections, skills, prompts, and models helps administrators reduce the time required to configure the settings.
Learn more about configuring new data connections in Adding-data-sources-in-BMC-HelixGPT.
Generate prompts automatically for BMC Helix Digital Workplace Catalog services
As an administrator, use the Router prompt to link catalog services so that when users request these services, the defined prompts help resolve the issue for users.
By generating prompts for catalog services, an administrator can leverage the information that is already created for the services in BMC Helix Digital Workplace Catalog.
Learn more about how to generate prompts for catalog services in Creating-prompts-and-skills-for-consistent-and-efficient-responses-from-BMC-HelixGPT.
Use filters with knowledge articles to refine answers from BMC HelixGPT
As an administrator, use the knowledge filters to refine answers provided by knowledge articles to the end users. Using filters ensures that end users receive relevant, up-to-date, and accurate answers based on their company or other predefined categorization.
The following knowledge providers and corresponding filters are supported by BMC HelixGPT:
- BMC Helix ITSM: Knowledge Management—Company, include or exclude internal articles
- BMC Helix Business Workflows—Company, include or exclude internal articles
- BMC Helix Knowledge Management by ComAround—Tags added to knowledge articles for categorization based on line of business, user role, topic, and so on.
Learn how to configure the filters in Defining-knowledge-search-settings.
(Controlled availability) Use Confluence and SharePoint as data sources
BMC HelixGPT facilitates knowledge search across multiple data sources. As an administrator, you can add Confluence and SharePoint as data sources for BMC HelixGPT to provide users with answers from these data sources.
Learn more about configuring new data connections in Adding-data-sources-in-BMC-HelixGPT.
23.3.00 enhancements
To learn more about the scenarios and the process for implementing BMC HelixGPT, see Generating AI-retrieved answers for end users through BMC HelixGPT
(Controlled availability customers only) Leverage BMC HelixGPT as an Assistant Service Provider 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. As an administrator, enable BMC HelixGPT as an Assistant Service Provider in BMC Helix Virtual Agent. BMC HelixGPT integrates with BMC Helix Virtual Agent to contextualize questions and respond with human-like precision by leveraging AI capabilities.
Setting up BMC HelixGPT as the Assistant Service Provider helps end users in the following ways:
- Leverage the generative AI functionalities powered by BMC HelixGPT to get more precise answers and solutions to their queries, such as tickets and monitoring tools, and enhance their self-service experience in real time for IT, HR, Facilities and other domains.
- Get the correct answers and most appropriate recommendations by precise knowledge articles from an extensive database of the search providers, such as BMC Helix Business Workflows, BMC Helix Knowledge Management by ComAround and BMC Helix ITSM: Knowledge Management, along with a clear, plain-language summary of the knowledge articles that are shared.
Learn more about how to enable BMC HelixGPT as the Assistant Service Provider in Configuring BMC HelixGPT to work with BMC Helix Virtual Agent.
(Controlled availability customers only) Leverage BMC HelixGPT to view summary of chat conversations in Live Chat
Agents can view a summary of chat conversations that they had with end users. BMC HelixGPT uses advanced AI-powered technology to provide a real-time summary of the entire chat conversation in plain, simple, and lucid language. It also provides information about how a similar type of query or ticket was resolved in the past for agents to use as a reference.
Agents can keep track of the entire chat conversation between them and end users and provide a better support experience by reducing wait times and improving the quality of responses. Learn more about how to leverage BMC HelixGPT to view chat conversations between agents and end users in Setting up chat summary for agents.