Product overview

BMC HelixGPT is an enterprise-grade Generative AI platform that brings intelligent automation and conversational experiences to service and operations management. It combines large language models (LLMs), secure enterprise data, and orchestration capabilities to help users get answers, perform tasks, and resolve issues quickly and accurately.

With BMC HelixGPT, organizations can build and deploy AI agents that understand natural language, connect with business systems, and take intelligent actions on behalf of users.

Watch the following video (3:15) to understand the core capabilities of BMC HelixGPT:

YT.png Overview of BMC HelixGPT

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User roles

RoleGoalReference
EmployeeAsk everyday questions such as How do I reset my password?  or What’s the leave policy?
Catalog administratorAutomatically create and publish a catalog service.Service Catalog Curator
Service Desk agent

Search for knowledge or incident-related information. Delegate routine actions like ticket creation, updates, or knowledge sharing to AI agents.

Case agent
Application business analystsBuild and customize AI agents by using a low-code toolset, define intents, entities, training phrases, and actions, and configure retrieval sources along with fallback behavior.
Extend integrations with enterprise systems such as Jira, or service management applications, and review analytics to continuously fine-tune agent performance.


Product features

The following image shows the key features of BMC HelixGPT:

Product features_updated.png

CapabilityDescriptionReference
Enterprise-grade generative AI platform
  • Integrates large language models (LLMs) with enterprise data to deliver AI-driven insights, automation, and user experiences.
  • Supports natural language understanding, contextual responses, and guided resolution paths.
Ingesting data into BMC HelixGPT
HelixGPT Agent Studio 
  • A unified interface to create, manage, and deploy AI agents.
  • Supports configuration of skills, prompts, workflows, clarifications, and knowledge connections.
  • Enhances control over agent behavior through prompt tuning and orchestration.
User interface overview
AI Agents for workflow automation
  • AI agents can now be invoked directly from Innovation Studio workflows, enabling seamless automation.
  • Supports use cases such as dynamic record creation, data lookup, and conversational task execution.

Conversational service requests

  • End users can request services through a chat interface.
  • AI agents process the request, map it to appropriate catalog items, and initiate fulfillment workflows.
Employee Navigator
Integration with Microsoft Teams
  • Through BMC Helix Ops Swarmer, service desk agents can use HelixGPT capabilities within Microsoft Teams.
  • Enables real-time collaboration, incident correlation, and faster issue resolution from chat.
BMC Helix Ops Swarmer

Improved search and insight retrieval

  • AI-powered search retrieves precise answers with citations from enterprise knowledge bases.
  • Users receive relevant suggestions from incident history, FAQs, and documentation—enhancing self-service and support efficiency.
Service Collaborator


Learn more

Use cases

BMC HelixGPT architecture 

Key concepts

 

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