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:
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 following table describes the details of AI agents that are available out-of-the-box:
| AI Agent name | Description | Available from version |
| Ask HelixGPT Situation Analyzer | Comprehensible situation summary & insights powered by BMC HelixGPT Obtain a short problem classification synopsis, a brief root cause summary, a causal summary explaining the context, and actionable insights. Together, these insights help in faster root cause analysis and an accurate understanding of the issue. | 25.2.00 |
| Best Action Recommender | Resolution steps (Remediation Steps) to resolve an issue powered by BMC HelixGPT Leverage BMC HelixGPT to simplify the situations root cause analysis and provide step-by-step recommendations to the users to take appropriate actions to troubleshoot the issue. | 25.2.00 |
| BMC Helix Ops Swarmer | Unify Service and Operations Management with AI powered by BMC HelixGPT Obtain a brief summary of Microsoft Teams integration capabilities in BMC HelixGPT and an overview of how these capabilities enhance collaboration. | 25.2.01 |
| Change Risk Advisor | DevOps & SRE for Hybrid IT with BMC HelixGPT Automatically identify risky changes by analyzing operations and service management data in a single pane of glass. Conversation experience for a change request to provide answers. | 25.2.00 |
| 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 |
| Insight Finder | Build custom dashboards quickly by using HelixGPT Insight Finder Leverage HelixGPT Insight Finder to quickly create dashboards for BMC Helix ITSM and BMC Helix AIOps by specifying your requirements in natural language. It provides a conversational experience, simplifies the dashboard creation process, and saves time. | 25.2.00 |
| Knowledge Curator | Creating and improving knowledge articles by using BMC HelixGPT Create knowledge articles from incidents in BMC Helix ITSM by using the incident data. Improve knowledge articles, enabling agents to focus on resolving incidents in a timely manner. | 25.2.00 |
| Log Analyzer | Log insights to aid advanced issue troubleshooting powered by BMC HelixGPT Summarize logs in simple language and enable users for advanced troubleshooting of issue. | 25.2.00 |
| Service Catalog Curator | Create catalog services by using BMC HelixGPT Leverage the Service Catalog Curator to create services efficiently and boost catalog administrators' productivity. This AI agent gathers essential information from catalog administrators and automatically generates services, significantly reducing manual effort and time spent on the process. | 25.2.00 |
| 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 |
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 |
Related topics