Agentic AI capabilities in BMC Helix Business Workflows
In BMC Helix Business Workflows, with agentic AI capabilities, you can leverage natural language to search, summarize, predict case details, and automate responses.
AI agents such as Service Collaborator and Knowledge Curator are designed for specific functions. The Service Collaborator AI agent assists case agents in retrieving case details and responding to queries. The Knowledge Curator agent creates and translates knowledge articles based on case data.
These agents work across systems, improve with use, and support consistent service delivery across teams.
AI Agents in BMC Helix Business Workflows
The following table lists the BMC HelixGPT AI Agents that are used in BMC Helix Business Workflows:
| AI agent name | User role | Capabilites | References |
|---|---|---|---|
| Service Collaborator | Case agent | Use Ask HelixGPT to perform the following actions:
| Enabling-Ask-HelixGPT to get case information |
| Use Agentic chat to get a conversational experience by asking questions about cases, tasks, or information from published knowledge articles, and receive summarized answers. | ||
Generate structured case summaries from case details. | Automatically generating a case summary | ||
Generate comprehensive case resolution descriptions from case details. | Automatically generating the case resolution description | ||
| Predict case templates and case categories. | Enabling template and category prediction by using BMC HelixGPT | ||
| Resolves cases created from emails if the response is satisfactory. | Enabling-automatic-handling-of-emailed-cases-by-BMC-HelixGPT | ||
| Replies to emails by using summarized knowledge articles. | |||
| Knowledge Curator |
| Translates knowledge articles into multiple locales. | Enabling-automatic-translation-for-knowledge-articles |
| Create knowledge articles from case details by using the Knowledge Curator agent. | Automating knowledge article generation through the Knowledge Curator agent |
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