Managing AI agents

As a HelixGPT administrator, use the Agents screen to easily manage AI agents. You can use this screen to view, add, edit, and delete agents. You can also add tools and toolkits for the agent, which helps in AI agents perform specific tasks and access external systems for better responses.

To add a custom AI agent

Log in to BMC HelixGPT Manager.
Click Agents.
The Agent screen is displayed as shown in the following screenshot:
Click Add agent.
The Add agent dialog box is displayed.

In the Add agent dialog box, enter the following values on the Properties tab:

Field	Description	Screenshot
Name	Enter the agent name.
Type	Specify the agent type as per your requirement. For more information about agent type, see Agent type and usage.
Description	Enter a description for the agent.
Tools	Select the appropriate tool for the agent from the available options. All tool types are available when you create a new agent. However, only applicable tool types appear when you edit an existing agent. For more information, see Tool types and usage.
Sub agents	Specify a secondary agent from the available options.
Model	Select a model for the agent.
Instructions	Add instructions for the agent.

Click Save.

To edit an agent

From the Agents list, select an agent.
Click Edit.
The Edit agent screen is displayed.
Modify the agent's settings.
Click Save.

As an alternate method, you can edit an existing agent by selecting the following options as shown in the following screenshot:

For an existing agent, you can update:

Model configuration
Tools
Instructions
Sub agents

To delete an agent

From the Agents list, select an agent.
Click Delete.
The following warning message is displayed.
Click Confirm to delete the selected agent.

Agent type and usage

Agent types define the roles and capabilities of agents in BMC HelixGPT. They help automate tasks, process information, and provide accurate responses based on the input. You can use different agent types to handle various tasks, such as managing knowledge, generating content, or analyzing data.

For example, an agent of type Knowledge Curator Validate reviews newly created knowledge articles to ensure accuracy and relevance.

The following table describes the agent types and the usage:

Agent type	Usage
AIOps Chat Agent	Analyzes system alerts and incident data to provide real-time insights and recommendations through chat. It helps IT teams quickly diagnose and resolve issues by offering relevant solutions and automating responses.
Catalog Service Curator	Reviews and validates service catalog items to ensure accuracy and relevance. It helps maintain an up-to-date catalog by identifying outdated or incorrect entries and suggesting improvements.
ITSM Agent	Automates routine IT service management tasks, such as incident creation, change approvals, and service requests. It helps streamline processes and ensures faster resolution of user issues.
Helix Knowledge Curator - Generate	Automatically generates knowledge articles from case details.
Helix Knowledge Curator - Validate	Validates the knowledge articles for accuracy.
Microsoft Teams	Expedite incident resolution within Microsoft Teams.
React	Automates responses and performs actions based on predefined triggers or conditions. Performing appropriate tasks helps quickly address user queries or system events.
Supervisor	Monitors agent performance and conversation quality. It provides insights, suggests improvements, and ensures compliance with service standards.

Using tool and toolkit for an agent

A tool is a program that helps an AI agent perform specific tasks or actions, while a toolkit is a collection of such tools.
You can create a custom tool from the available types and add it to the AI agent. When adding a tool or toolkit, make sure that the agent supports it.

To add a tool or toolkit

Log in to BMC HelixGPT Manager.
Click Tools.
The Tools screen is displayed as shown in the following screenshot:

Click Add tool/toolkit.
The Add Tool dialog box is displayed.

In the Add Tool dialog box, enter the following values:

Field name	Description	Screenshot
Name	Ener the tool name.
Type	Select the tool type from the available options. All tool types are available when you create a new tool or toolkit. However, only applicable tool types appear when you edit an existing tool or toolkit. For more information, see Tool types and usage.
Description	Enter the valid description for the tool.
Configuration	Define the tool configuration in the JSON format.
Connection	If applicable, select connection from the available options.

Click Save.

To edit an existing tool or toolkit

Click on a tool or toolkit from the Tools list.
The Edit Tool dialog box as shown in the following screenshot is displayed:
Update the values.
Click Save.

Tool types and usage

Tool types define the specific functionalities that AI agents can perform. They help agents process tasks such as retrieving data, generating content, or integrating with other systems. Different tool types are used to enhance the agent's capabilities and improve task efficiency.

For example, a Knowledge tool helps an AI agent fetch relevant information from a knowledge base.

The following table describes the available tool type and its usage:

Tool type	Usage
BAR ITSM	Interact with IT service management systems, performing tasks such as creating incidents, updating tickets, and retrieving service requests.
BWF Case Tool	Create, update, and manage cases in BMC Helix Business Workflows, streamlining case management by automating routine tasks.
DWPC Tool	Interact with BMC Helix Digital Workplace Catalog, managing service requests, approvals, and catalog items efficiently.
DWP Event Tool	Capture and process events in BMC Helix Digital Workplace, triggering appropriate actions based on user activity or system events.
DWP Profile Search Tool	Search and retrieve user profile information from BMC Helix Digital Workplace, personalizing responses and streamlining user interactions.
DWP Service Health Tool	Check and display the health status of services in BMC Helix Digital Workplace, helping users stay informed about service availability and performance.
Foundation	Access and manage foundational data, such as user profiles, organizations, and locations, ensuring accurate information retrieval and process execution.
IS Process Tool	Perform processes in BMC Helix Innovation Studio, efficiently automating workflows and managing business processes.
ITSM	Interact with IT service management systems, performing tasks such as creating incidents, updating tickets, and retrieving service requests.
Knowledge Tool	Search, retrieve, and suggest relevant knowledge articles, improving issue resolution by providing accurate information quickly.
MFS Tool	Interact with the Multi-Form Search (MFS) capability, retrieving relevant data by searching across multiple forms and applications.
Microsoft Teams	Facilitate communication and collaboration within Microsoft Teams, enabling users to create incidents, check ticket status, and interact with support teams.
Salesforce Knowledge Tool	Search and retrieve knowledge articles from Salesforce, providing relevant information to efficiently resolve user queries.
ServiceNow Knowledge Tool	Search and retrieve knowledge articles from ServiceNow, providing accurate information to quickly resolve user queries.
Supervisor Agent Handoff Tool	Escalate complex issues to a human supervisor, ensuring a seamless handoff for better issue resolution and user satisfaction.
xMatters	Trigger notifications and alerts through xMatters, ensuring a timely communication and incident resolution.