Experiencing BMC HelixGPT in BMC applications
BMC HelixGPT is embedded in the following ways in BMC Helix applications:
- Provide Insights with Best Action Recommendations with predefined prompts.
- Find information in the BMC Helix applications through conversational interactions.
- Retrieve answers based on curated knowledge articles.
- Receive precise and relevant answers in chatbots.
- View summaries of chats between agents and end users.
- Get a summary of the incident resolution based on the details of the incident such as incident ID, description, and resolved date.
- Leverage Ask HelixGPT to retrieve case summaries with responses based on relevant knowledge articles, and utilize predefined prompts to accelerate incident resolution and maintain response consistency.
- Use the Chat option in Global Search to get answers to case- and knowledge article-related queries.
Viewing Best Action Recommendations and Insights
The following table lists the different ways in which you can view Best Action Recommendations and Insights:
Action | Description | Available in |
|---|---|---|
View Situation Summary | View the situation summary generated by BMC HelixGPT. | BMC Helix AIOps |
View Best Action Recommendations | View suggested Best Action Recommendations and Log Insights | BMC Helix AIOps |
View insights | View an in-depth analysis of the time-sliced runtime logs from diverse systems to identify the root cause of the Situations. | BMC Helix AIOps |
Searching with BMC HelixGPT
The following table lists the different ways in which BMC HelixGPT enhances search:
Type of search | Description | Available in |
|---|---|---|
Using Search to start a conversation | Click Search to start a conversation in the chatbot to get your queries resolved. | BMC Helix Digital Workplace |
Global search | Click the Search icon to navigate to the Search page. View recent and popular searches, and recent chatbot conversations on the Search page. View a summary of the information that you are seeking with its sources. To get more interactive answers to your query, start a conversation with the chatbot. | BMC Helix Business Workflows |
Global Search and HelixGPT Chat | Click the Search icon to open the Chat option in Global Search. Ask queries related to cases and knowledge articles and get summarized answers from the relevant knowledge articles. View the source knowledge articles by clicking the link. Rate the response received in the chat to improve the chat answers. | BMC Helix Business Workflows |
Using the BMC HelixGPT icon | Click the BMC HelixGPT icon to open the global chat window. Use the predefined prompts to get answers to your queries. | This feature is coming soon! Check this space for updates. |
Using Agentic chat to search for incidents, change requests, and information from knowledge articles. | On the BMC Helix ITSM navigation bar, click the global search To view the source knowledge article or open a ticket, click its link in the Sources area.
| BMC Helix ITSM |
icon and click Chat to open Agentic chat. Ask specific questions to search for incidents, change requests, or information from knowledge articles and get summarized answers.Enhancing chatbot conversations with BMC HelixGPT
The following table lists the different ways in which BMC HelixGPT enhances chatbot conversations:
Type of conversation | Description | Available in |
|---|---|---|
Limited conversation with predefined prompts | View predefined prompts to get more information about the best action recommendations. | BMC Helix AIOps |
Resolution summary and follow-up conversation | Use the Ask HelixGPT tab to get a summary of the resolution of the incident. Ask follow-up questions to get more details about the incident. | BMC Helix ITSM |
Limited conversation with predefined prompts | View insights and best action recommendations in the chatbot. Use the predefined prompts to resolve incidents. | BMC Helix ITSM |
Detailed conversation | Use the Ask HelixGPT tab to view case insights and view source knowledge articles. Ask follow-up questions, rate the response, and share the information through an email with the requester. | BMC Helix Business Workflows |
Provide feedback on BMC HelixGPT responses | Use the thumbs-up or thumbs-down icons in a chat conversation to rate the quality and relevance of BMC HelixGPT responses. Optionally, enter a text message to corroborate the rating feedback. | BMC Helix Virtual Agent |
Related topics
Investigating ML-based situations
Generating AI-retrieved answers for end users through BMC HelixGPT
Configuring BMC HelixGPT to work with BMC Helix Virtual Agent
Setting up chat summary for agents