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BMC HelixGPT overview

BMC HelixGPT is an enterprise-grade Generative AI platform that delivers intelligent automation and conversational experiences for 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. Users can provide feedback on every BMC HelixGPT response, enabling continuous improvement and more accurate insights.

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.

Originally based on chained prompting, has evolved into a fully agentic platform capable of autonomous task execution, contextual reasoning, and dynamic interaction. This shift marks a significant departure from traditional programming and scripting approaches, making it accessible to users with limited technical backgrounds. For more information about agentic and chained prompting, see Prompts.

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

YT.png Overview of BMC HelixGPT

Tip: To view all videos for BMC HelixGPT​​​​​​​, go to BMC HelixGPT PlaylistSubscribe to BMCHelixDocsSubscribe to BMC Helix ServiceOps

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.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 feature new.png

CapabilityDescriptionReference
AI Agents
  • Delivers specialized, task-oriented AI assistants for different business functions.
  • Automates workflows and decision-making through predefined skills.
  • Uses contextual understanding to respond accurately to user queries.
  • Works across IT, HR, Facilities, and other enterprise domains.
AI agents in BMC HelixGPT
HelixGPT Agent Studio
  • Enables administrators and developers to create and manage AI agents.
  • Configures skills, prompts, and integrations for agents.
  • Supports customization of agent behavior and responses.
  • Provides governance and lifecycle management for AI agents.
HelixGPT Agent Studio interface
Integration with communication channels
  • Connects AI capabilities to enterprise communication tools.
  • Supports interaction through chat and collaboration platforms.
  • Provides seamless access without switching applications.
  • Enables consistent user experience across channels.
Guardrails for AI agents
  • Provides built‑in security controls for AI agents in HelixGPT Agent Studio​​​​​​​
  • Helps prevent prompt injection, data poisoning, unauthorized actions, and the disclosure of sensitive information.
  • Validates AI inputs and outputs before they are used.
  • Enforces least‑privilege permissions so that agents can perform only the authorized actions.
  • Validates AI agent behavior at runtime to detect security issues.

 

Agent Outcomes

 

  • Provides a unified application to measure the operational and financial impact of BMC HelixGPT​​​​​​​ AI agents.
  • Tracks agent performance, operating costs, and delivered business value.
  • Quantifies digital workforce capacity through calculated KPIs such as Additional Digital Capacity and Digital FTE Gained.
  • Supports data-driven decisions by aligning AI agent outcomes with defined goals and benchmarks.
  • Provides the option to configure organizational data in the application to reflect the organization's structure and priorities, and to track performance against strategic and operational goals.
 
BMC HelixGPT telemetry dashboards
  • Provides insights into agent usage and performance metrics.
  • Tracks adoption trends and user engagement.
  • Monitors BMC HelixGPT​​​​​​​ response quality and operational efficiency.
  • Supports data-driven optimization of AI services.
BMC HelixGPT value realization dashboards 


Learn more

Use cases

Key concepts

 

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