Skip to Content
Information
Phased rollout This documentation supports the 23.3 version of BMC Helix Business Workflows.To view an earlier version, select the version from the Product version menu.

Expediting case resolution by leveraging BMC HelixGPT

Warning

Important

Generating AI-retrieved answers from knowledge articles and cases is under controlled availability to select customers.

This use case describes how to use Ask HelixGPT in BMC Helix Business Workflows to get information about cases and knowledge articles.

BMC HelixGPT is a generative artificial intelligence-based answer retrieval service that helps in quicker case resolution. BMC HelixGPT summarizes the information in a case and provides the summary in the Ask HelixGPT virtual chat, which is available on the case details page. You can also search for relevant knowledge articles by asking queries in Ask HelixGPT.

Related topics

BMC-HelixGPT-in-BMC-Helix-Business-Workflows


Scenarios

Information
Scenario
  • Hannah Haas, a case requester, has moved to a new address. She raises a request to change the address in the HR system. The case is assigned to Allen Allbrook. When Allen opens the case, he can view the case summary in the Ask HelixGPT virtual chat. He can ask questions about the case and get information from the relevant knowledge article. For example, Allen can ask if Hannah is eligible for a relocation bonus and will get the appropriate answer in a summary.
  • Instead of using filters in the case console, Allen opens a case and in the Ask HelixGPT chatbot, asks a query to list all cases assigned to himself. A summary of all cases assigned to him is displayed along with the case IDs.

Benefits

  • View a relevant case summary in Ask HelixGPT.
  • Ask queries in Ask HelixGPT and receive answers in a simple, easy-to-understand conversational manner without manually searching through knowledge articles.
  • Increase the efficiency of case agents by getting answers quickly by asking the right questions and improve customer satisfaction.


To use Ask HelixGPT in BMC Helix Business Workflows

The following workflow shows how Allen uses Ask HelixGPT to resolve Hannah's request:

23303_BWFHelixGPTUsecaseWorkflow.png

Results

Case agents will benefit from using Ask HelixGPT to get quick, summarized answers to their case- and knowledge-related queries. By using Ask HelixGPT, case agents can resolve cases quickly and efficiently.


Where to go from here

Using-Ask-HelixGPT-to-get-case-related-information

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*

BMC Helix Business Workflows 23.3