Use cases
Consult the following use cases to learn how to achieve value with BMC HelixGPT. These use cases offer guidance on how to leverage the AI capabilities of BMC HelixGPT to benefit your organization.
| Use case | Business value | User | Product used |
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Simplifires access to information and services by providing a single conversational interface. Employees quickly look up accurate profile details without searching across multiple systems, ensuring consistent data and improving efficiency for HR, managers, and support teams. Cross-launch integration with ServiceNow speeds up actions, leading to faster issue resolution and an improved employee experience.
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BMC HelixGPT provides precise, real-time answers in natural language through the Employee Navigator agent. End users resolve queries faster, build self-sufficiency, and receive contextual guidance without relying on traditional portals. Administrators configure HelixGPT for human-like precision, ensuring consistent responses, reducing support workloads, and improving the overall service experience. |
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BMC HelixGPT delivers targeted answers to end-user queries by leveraging referenced knowledge articles. End users receive more precise and contextual responses, reducing time spent searching and improving self-sufficiency. Knowledge is automatically sourced from the following BMC Helix applications:
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| BMC Helix Business Workflows | |
Incident and change management become easier as users search directly through Agentic chat. Agents ask specific questions and receive summarized, natural language answers from incidents, change requests, and knowledge articles. This approach eliminates time-consuming keyword searches, reduces effort, accelerates issue resolution, and improves the overall service experience. |
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Knowledge article validation becomes more efficient as knowledge workers use the Knowledge Curator agent in BMC Helix Knowledge Management by ComAround. The agent applies prompt instructions to review articles for quality and recommend improvements based on KCS principles. This approach ensures consistent article quality, simplifies adoption of KCS methodologies, and reduces manual effort. As a result, knowledge workers save time, improve accuracy, and maintain a reliable knowledge base. | Case agents |
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Impact analysis becomes faster and more efficient with AI-powered summarization in BMC HelixGPT. Incident and change users generate concise, natural language summaries of impacted services, highlighting total services affected, top impacted sites, and regional distribution. This approach eliminates the need to manually review thousands of configuration items, accelerates assessment of service disruptions, and improves clarity in stakeholder communication. As a result, teams make quicker, better-informed decisions during incident response and change planning, especially in complex telecom environments. |
| BMC Helix Telco Extensions | |
Situation investigation becomes faster and more efficient as users leverage the generative AI capabilities of BMC HelixGPT. They view and analyze ML-based Situations, including primary, related, independent, and similar Situations, through a single conversational interface. This approach provides summarized Situation details, suggested Best Action Recommendations, and Log Insights, allowing users to investigate root causes quickly. Users can also view or create incidents, analyze causal events, and perform event operations, improving response speed, decision-making, and overall service efficiency. |
| BMC Helix AIOps |
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