BMC HelixGPT in BMC Helix Business Workflows

BMC HelixGPT is a generative artificial intelligence-based answer retrieval service that helps in quicker case resolution in the following ways:

Deflect cases when the automatic resolution of cases created from emails is enabled, and reduce the workload of case agents.
Send automatic responses to emails containing summarized answers from relevant knowledge articles.
Get case and knowledge article summaries in Ask HelixGPT.
Ask queries in Ask HelixGPT or Global Search 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.

Video

The following video (2:30) gives a quick overview of how BMC HelixGPT is leveraged in BMC Helix Business Workflows:

Play video icon.png https://youtu.be/5-uDqLO0yJI

Leverage BMC HelixGPT Agentic chat for Global Search

BMC Helix Business Workflows includes agentic chat, powered by BMC HelixGPT, to streamline your search experience. Instead of manually browsing through cases, service requests, or knowledge articles, users can ask questions in natural language. The Agentic chat intelligently interprets queries, learns from interactions, and delivers context-aware responses to drive faster, more accurate outcomes.

The Agentic chat provides the following key benefits:

Get fast, summarized answers from all the sources
Work more efficiently by adapting to your needs

For more information, see Searching for content in cases and tasks from Global Search.

Automatically generate a case summary by using BMC HelixGPT

Enable faster case resolution by automatically generating concise, structured case summaries using BMC HelixGPT and large language models (LLMs). This helps agents to quickly grasp key details and context, significantly reducing manual effort. By streamlining case understanding, it enhances decision-making, improves response times, and ensures consistency. Additionally, it fosters better collaboration and communication through clear and accurate case overviews.

For more information, see Automatically generating case summary.

Automatically predict case templates and categories

A case business analyst can enable BMC HelixGPT for case category and template prediction for a line of business. It can be used for manually created cases and cases created through email or integration. Case agents can view a note in the case activity about the predicted case category and template, with the reason for selecting that template.

The key advantages for using BMC HelixGPT for case and category prediction are:

Better prediction quality
No need to train your model

Learn more about leveraging cognitive capabilities in Enabling template and category prediction by using BMC HelixGPT.

Automatically respond to emails and resolve cases by using BMC HelixGPT

As a case business analyst, you can enable automatic replies by using BMC HelixGPT to quickly and efficiently respond to incoming emails. You can also enable automatic resolution of the cases after the BMC HelixGPT response is sent for faster resolution of cases without the intervention of case agents.

By using the generative AI capabilities of BMC HelixGPT, a case business analyst can reduce the number of cases that case agents have to work on. Relevant information is also shared quickly with requesters in a summarized, easy-to-understand language.

Learn more about enabling auto-replies and auto-resolution of cases in Enabling-automatic-handling-of-emailed-cases-by-BMC-HelixGPT.

Ask HelixGPT

Ask HelixGPT in BMC Helix Business Workflows is powered by BMC HelixGPT. You can use it from the case details page after BMC HelixGPT is enabled for your line of business.

It is available on the case details page when BMC HelixGPT is enabled for the line of business. BMC HelixGPT searches data from connected data sources, and summarizes the information for users in Ask HelixGPT.

As a case agent, when you open a case and access the Ask HelixGPT tab, BMC HelixGPT summarizes the case summary and shows it in a natural language.

You can perform the following actions in Ask HelixGPT:

View an overall summary of the case.
Submit case-related queries and receive real-time summarized answers from relevant knowledge articles.
View the source knowledge articles by clicking the hyperlinks.
Ask queries about cases in Ask HelixGPT, such as Show my open cases.
Share the response received in Ask HelixGPT with requesters by copying or emailing the information.
Rate the responses received in Ask HelixGPT by using the thumbs up or thumbs down options.

Important

The information displayed in Ask HelixGPT is based on the knowledge articles to which you have access.
The activity in the Ask HelixGPT tab is not recorded or audited.

Learn more about Ask HelixGPT in Using-Ask-HelixGPT-to-get-case-related-information.

Global Search and Chat

A case business analyst can enable BMC HelixGPT for Global Search to leverage the generative AI capabilities to retrieve information from knowledge articles and cases. Users can ask queries in the Global Search and receive clear and concise responses from BMC HelixGPT. BMC HelixGPT searches information in connected data sources and summarizes the information for the users.

By default, when a case business analyst enables BMC HelixGPT for Global Search, the Chat option is displayed when users click the Search icon in the top menu bar. Users can easily switch between the Chat and Search options.

Learn more about Global Search in Searching-for-content-in-cases-and-tasks-from-Global-Search.

(Controlled availability customers only)

Automatically translate knowledge articles into multiple locales with a single click

A case business analyst can enable the automatic translation of knowledge articles for improved operation efficiency. Case agents can translate the parent knowledge article to supported locales with one click, delivering consistent information across locales.

The key advantages of enabling the automatic translation capability are:

Simplified knowledge article lifecycle management
Ease of configuring your preferred locale
Flexibility to use your own translation tool

For more information about automatically translating knowledge articles, see the following topics:

Examples

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. Allen can click the link to the source knowledge article and preview the article. Allen can also share the response with Hannah Haas by sending an email from Ask HelixGPT.
Instead of using filters in the case console, Allen opens a case and in Ask HelixGPT, 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.
Peter Kahn raises a request to know if the dental procedure that he's undergoing is covered under the dental policy. Allen uses the HelixGPT chat option in Global Search to find information about the dental policy for the case and shares the information that he gets from BMC HelixGPT with Peter Kahn.
When an incoming email is received for "Details required about relocation policy" in the HR line of business in the Apex Global company, BMC HelixGPT searches for the information about the relocation policy and provides a summarized response. An email is sent to the requester with the summarized answer and linked knowledge articles. If the case business analyst has enabled automatic case resolution for the HR line of business, the case is automatically resolved after the response is sent.

Architecture

BMC HelixGPT architecture consists of BMC Helix applications interacting with the BMC HelixGPT Agent Studio through the Assistant. Other components, such as the database, application APIs, and LLMs also communicate with each other through the Assistant.

Learn more about the architecture in BMC HelixGPT architecture.