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.
Watch the following video (2:17) showing How to use the Service Collaborator agent in BMC Helix Business Workflows:
Use case coverage matrix for Agentic AI capabilities
Before using Agentic AI capabilities, make sure that you have defined the necessary configurations for BMC HelixGPT. For more information, see Defining configurations for BMC HelixGPT.
The following table provides the use case coverage matrix for AI Agents in BMC Helix Business Workflows:
| Use Case | Capabilities | Description | Service Collaborator Agent (Release) | Knowledge Curator Agent (Release) |
|---|---|---|---|---|
| Chat with HelixGPT | Agent assist | Use Agent assist to perform the following actions:
| 23.3.04 | NA |
| Agentic chat | Use Agentic chat to get a conversational experience by asking questions about cases, tasks, or information from published knowledge articles, and receive summarized answers. | 25.3.00 | NA | |
| Aggregate queries | Use aggregation queries in Agentic Chat and Ask HelixGPT to get summarized insights on case metrics such as resolution trends, SLA compliance, and workload distribution. | 26.1.00 | NA | |
| Summarization | Case summarization | Generate structured case summaries from case details. | 23.3.04 | NA |
| Smart resolutions | Generate comprehensive case resolution descriptions from case details. | 25.2.00 | NA | |
| Prediction | Intelligent categorization | Predict case categories. | 25.3.00 | NA |
| Autonomous | Auto response via email | Send an automatic email response to the requester with summarized information and links to the relevant knowledge articles and catalog services. | 23.3.04 | NA |
| Service catalogue prediction | Predict case templates. | 25.3.00 | NA | |
| Sentiment analysis | Automatically detect case sentiment and track emotional trends over time. | 26.1.00 | NA | |
| Automated follow-up | Automatically generate follow-up notification text by using BMC HelixGPT | 26.1.00 | NA | |
| Dashboards | Service Collaborator value dashboard | Measure the benefits of GPT-powered features across service workflows. Compare ticket operations metrics such as MTTR, average response time, pending time, and SLA compliance for GPT-assisted versus non-assisted cases. | 26.1.00 | NA |
| Knowledge curator value dashboard | Get clear visibility into how the Knowledge Curator is utilized for creating and validating knowledge articles with value dashboards | NA | 26.1.00 | |
| Translation | Translates knowledge articles into multiple locales. | NA | 23.3.04 | |
| Creation | Create knowledge articles from case details and validate them by using the Knowledge Curator agent. | NA | 25.2.00 |
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