Enabling template and category prediction by using BMC HelixGPT

As a business analyst, you can leverage BMC HelixGPT to automatically predict case templates and categories relevant to your line of business. You can enable case templates and category prediction for manually created cases and cases created automatically through email or integration. For automatically created cases, case agents can view the predicted template and category in the case activity, with a justification for selection.

We recommend adding a clear case description for accurate template prediction. When selecting a template, the system shows a maximum of three templates in the prediction.

Before you begin

To use case template prediction, ingest the case template data through a data connection job by using the data source key as BWF_CASE_TEMPLATE. For more information, see Ingesting data into BMC HelixGPT - BMC Documentation.

To enable template prediction

1. Log in to BMC Helix Business Workflows and click Settings .
2. Select Line of Business > Manage Line of Business.
3. On the HelixGPT tab, click Case template prediction.
4. Make sure that Configuration value is selected .
5. Enable the required sub-configurations:

   Sub-configuration name	Description
   Email-based cases	Enable template prediction for cases created through email.
   Integration-based cases	Enable template prediction for cases created through integrations.
   Manual cases	Enable template prediction for manually created cases.
   Quick cases	Enable template prediction for cases created through quick case.

6. Click Save.

To enable category prediction

1. Log in to BMC Helix Business Workflows and click Settings .
2. Select Line of Business > Manage Line of Business.
3. On the HelixGPT tab, click Category Prediction.
4. Make sure that Configuration value is selected .
5. Enable the required sub-configurations:

   Sub-configuration name	Description
   Email-based cases	Enable category prediction for cases created through email.
   Integration-based cases	Enable category prediction for cases created through integrations.
   Manual cases	Enable category prediction for manually created cases.

6. Click Save.

Results

The following image shows the case template prediction by using BMC HelixGPT for an email-based case:

The following image shows the case category prediction by using BMC HelixGPT for an integration-based case: