23.3 enhancements and patches
23.3.03
(Controlled availability customers only) BMC HelixGPT is available for on-premises customers
BMC HelixGPT enables organizations to leverage powerful, AI-driven language models directly within their own infrastructure, enhancing data security, compliance, and customization.
Key features
- Intelligent Automation
Automates routine tasks, reducing manual effort and improving response times across support and service processes. - Natural Language Processing (NLP)
Provides accurate, context-aware responses, delivering an intuitive user experience in customer support and IT operations. - Customizable Insights
Tailors responses and data insights based on organizational needs, driving actionable outcomes. - Seamless Integration
Integrates with existing BMC Helix products and connects directly with your organization’s Azure OpenAI SaaS environment, boosting overall workflow efficiency.
(Controlled availability customers only) Leverage the BMC HelixGPT generative AI capabilities to get case and knowledge-related information in BMC Helix Business Workflows
With the power of the summarization and conversation capabilities of BMC HelixGPT, case agents can find information about cases and knowledge articles without manually searching for the information in BMC Helix Business Workflows.
A case summary is automatically displayed for each case in the Ask HelixGPT chatbot, and a case agent can ask queries about the case. BMC HelixGPT provides precise answers to all queries in a conversational tone that helps case agents get the correct answer quickly, efficiently, and without searching manually through the cases or knowledge articles.
Learn more about the use of BMC HelixGPT in BMC Helix Business Workflows in .
(Controlled availability customers only) Use Salesforce Knowledge, Web, and BMC Helix Customer Service Management as data sources
BMC HelixGPT facilitates knowledge search across multiple data sources. Administrators can integrate Salesforce Knowledge, Web, and BMC Helix Customer Service Management with BMC HelixGPT, providing users with more options to access information from these sources.
Learn more about configuring new data connections in Adding-data-sources-in-BMC-HelixGPT.
Provide feedback on BMC HelixGPT responses
Rate the BMC HelixGPT responses in a chat conversation by using the thumbs-up or thumbs-down icons, driving better engagement and outcomes. For more information, see Experiencing-BMC-HelixGPT-in-BMC-applications.
Personalize BMC HelixGPT responses to user context
Boost user engagement and satisfaction by personalizing interactions to individual preferences based on user context, such as answering questions in the preferred language, addressing users by their first name, and so on.
For more information about localizing and personalizing user interactions, see Localizing-system-message-responses-in-BMC-HelixGPT and Creating-prompts-and-skills-for-consistent-and-efficient-responses-from-BMC-HelixGPT.
Trace LLM calls and detect errors by using LangSmith
Use LangSmith to debug and monitor the LLM calls that are received in BMC HelixGPT to get better visibility in the LLM calls, and detect errors. Integrate BMC HelixGPT with LangSmith by acquiring an API key from LangSmith. You can enable call tracing for each skill that is used by the BMC Helix products in BMC HelixGPT.
Learn more about tracing LLM calls in Tracing-LLM-calls-with-LangSmith.
What else changed in this release
The following table lists the changes in the product behavior:
Update | Product behavior in versions earlier than 23.3.03 | Product behavior in version 23.3.03 |
|---|---|---|
Ability to dynamically filter knowledge articles in BMC HelixGPT | As an administrator, you can only specify static tags when configuring search settings in BMC HelixGPT. | As an administrator, you can specify static and dynamic tags when configuring search settings in BMC HelixGPT. Learn more about the search settings in Defining knowledge search settings. |
Ability to change the model for individual prompts in a skill | As an administrator, you can only select a model for the skill, not for individual prompts within the skill. | As an administrator, you can assign specific models to individual prompts to suit your business objectives, thus optimizing the quality and relevance of BMC HelixGPT responses. Learn more about changing the models for individual prompts in Creating-prompts-and-skills-for-consistent-and-efficient-responses-from-BMC-HelixGPT. |
23.3.02
Ability to chat with a live agent from a BMC HelixGPT skill-based chatbot
When an end user uses a BMC HelixGPT skill-based chatbot, the user can chat with a live agent during the chatbot conversation. The chat starts when the live agent joins the conversation to resolve the end user's query. In BMC HelixGPT, support for a live agent during chat conversations is provided by adding specific instructions to the router prompt and to the Live Chat prompt.
With this functionality, a fallback to a live agent chat during chat conversations is supported, enhancing the end-user experience. For more information about the changes to the prompts, see Prompts.
The following image shows the router prompt that instructs BMC HelixGPT to reroute when a user wants to chat with a live agent:
Simplify data replication by using the Export and Import features in BMC HelixGPT
As an administrator, use the Export and Import feature in BMC HelixGPT to replicate the skill settings across systems seamlessly. You can maintain consistency and decrease manual effort by reusing the skill settings.
Learn more about exporting and importing the skill settings in Exporting-and-importing-skill-settings.
(Controlled availability) Leverage the BMC HelixGPT generative AI capabilities to get the resolution summary of an incident in BMC Helix ITSM
As a service desk agent, use the generative AI capabilities of BMC HelixGPT to get a resolution summary of an incident and reliable answers to your queries. By leveraging this capability, you can quickly analyze the root cause of the problem and reduce the time to resolve the incident.
Learn more in Finding information to resolve incidents by using BMC HelixGPT
What else changed in this release
The following table lists the changes in the product behavior:
Update | Product behavior in versions earlier than 23.3.02 | Product behavior in version 23.3.02 |
|---|---|---|
Ability to test the AI service provider connections in BMC HelixGPT | As an administrator, you could not test the AI service provider settings in HelixGPT Manager before saving the settings. | As an administrator, you can test the AI service provider settings in HelixGPT Manager before saving the settings. Learn more about testing the AI service provider settings in Provisioning-and-setting-up-the-generative-AI-provider-for-your-application. |
23.3.01
Leverage the BMC HelixGPT generative AI capabilities in the BMC Helix Digital Workplace end-user console
To learn more about the scenarios and the process for implementing BMC HelixGPT, see Generating AI-retrieved answers for end users through BMC HelixGPT.
Leverage BMC HelixGPT as an Assistant Service Provider in BMC Helix Virtual Agent
As an administrator, enable BMC HelixGPT as an Assistant Service Provider in BMC Helix Virtual Agent.
Setting up BMC HelixGPT as the Assistant Service Provider helps end users in the following ways:
- Leverage the generative AI functionalities powered by BMC HelixGPT to get precise answers and solutions to their queries, and enhance their self-service experience in real-time.
- Get the most appropriate recommendations from knowledge articles from an extensive database of search providers, such as BMC Helix Business Workflows, BMC Helix Knowledge Management by ComAround and BMC Helix ITSM: Knowledge Management.
- Get a clear, plain-language summary of the knowledge articles that are shared.
Learn more about how to enable BMC HelixGPT as the Assistant Service Provider inConfiguring BMC HelixGPT to work with BMC Helix Virtual Agent.
Leverage BMC HelixGPT to view summary of chat conversations in Live Chat
Agents can view a summary of chat conversations that they had with end users. BMC HelixGPT uses advanced AI-powered technology to provide a real-time summary of the entire chat conversation in plain, simple, and lucid language. It also provides information about how a similar type of query or ticket was resolved in the past for agents to use as a reference.
Agents can track the entire chat conversation between them and end users and provide a better support experience by reducing wait time and improving the quality of responses. Learn more about how to leverage BMC HelixGPT to view chat conversations between agents and end users in Setting up chat summary for agents.
Configure data connections in the BMC HelixGPT Manager
As an administrator, you can define and configure new data connections in BMC HelixGPT Manager instead of navigating to BMC Helix Innovation Studio. Having a single place to configure connections, skills, prompts, and models helps administrators reduce the time required to configure the settings.
Learn more about configuring new data connections in Adding-data-sources-in-BMC-HelixGPT.
Generate prompts automatically for BMC Helix Digital Workplace Catalog services
As an administrator, use the Router prompt to link catalog services so that when users request these services, the defined prompts help resolve the issue for users.
By generating prompts for catalog services, an administrator can leverage the information that is already created for the services in BMC Helix Digital Workplace Catalog.
Learn more about how to generate prompts for catalog services in Creating-prompts-and-skills-for-consistent-and-efficient-responses-from-BMC-HelixGPT.
Use filters with knowledge articles to refine answers from BMC HelixGPT
As an administrator, use the knowledge filters to refine answers provided by knowledge articles to the end users. Using filters ensures that end users receive relevant, up-to-date, and accurate answers based on their company or other predefined categorization.
The following knowledge providers and corresponding filters are supported by BMC HelixGPT:
- BMC Helix ITSM: Knowledge Management—Company, include or exclude internal articles
- BMC Helix Business Workflows—Company, include or exclude internal articles
- BMC Helix Knowledge Management by ComAround—Tags added to knowledge articles for categorization based on line of business, user role, topic, and so on.
Learn how to configure the filters in Defining-knowledge-search-settings.
(Controlled availability) Use Confluence and SharePoint as data sources
BMC HelixGPT facilitates knowledge search across multiple data sources. As an administrator, you can add Confluence and SharePoint as data sources for BMC HelixGPT to provide users with answers from these data sources.
Learn more about configuring new data connections in Adding-data-sources-in-BMC-HelixGPT.
23.3.00
To learn more about the scenarios and the process for implementing BMC HelixGPT, see Generating AI-retrieved answers for end users through BMC HelixGPT
(Controlled availability customers only) Leverage BMC HelixGPT as an Assistant Service Provider in BMC Helix Virtual Agent
Leverage BMC HelixGPT in BMC Helix Virtual Agent to deliver precise answers to end-user queries and provide real-time guidance to end users. As an administrator, enable BMC HelixGPT as an Assistant Service Provider in BMC Helix Virtual Agent. BMC HelixGPT integrates with BMC Helix Virtual Agent to contextualize questions and respond with human-like precision by leveraging AI capabilities.
Setting up BMC HelixGPT as the Assistant Service Provider helps end users in the following ways:
- Leverage the generative AI functionalities powered by BMC HelixGPT to get more precise answers and solutions to their queries, such as tickets and monitoring tools, and enhance their self-service experience in real time for IT, HR, Facilities and other domains.
- Get the correct answers and most appropriate recommendations by precise knowledge articles from an extensive database of the search providers, such as BMC Helix Business Workflows, BMC Helix Knowledge Management by ComAround and BMC Helix ITSM: Knowledge Management, along with a clear, plain-language summary of the knowledge articles that are shared.
Learn more about how to enable BMC HelixGPT as the Assistant Service Provider in Configuring BMC HelixGPT to work with BMC Helix Virtual Agent.
(Controlled availability customers only) Leverage BMC HelixGPT to view summary of chat conversations in Live Chat
Agents can view a summary of chat conversations that they had with end users. BMC HelixGPT uses advanced AI-powered technology to provide a real-time summary of the entire chat conversation in plain, simple, and lucid language. It also provides information about how a similar type of query or ticket was resolved in the past for agents to use as a reference.
Agents can keep track of the entire chat conversation between them and end users and provide a better support experience by reducing wait times and improving the quality of responses. Learn more about how to leverage BMC HelixGPT to view chat conversations between agents and end users in Setting up chat summary for agents.