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:

https://youtu.be/e-nJS8vb0LY

AI Agents in BMC Helix Business Workflows

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 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:  Ask questions to get information about the case. Receive summarized answers from relevant knowledge articles and cases. Generate insights by using the knowledge articles relevant to the case. Share the information received in Ask HelixGPT with requesters through email. Rate the answer by providing feedback. Open the source knowledge articles from Ask HelixGPT for more information.	Enabling-Ask-HelixGPT to get case information
	Case business analyst Case agent	Automatically detect case sentiment and track emotional trends over time.	Enabling sentiment analysis for cases Viewing case details
		Automatically generate follow-up notification text by using BMC HelixGPT	Enabling the follow-up response generator by using BMC HelixGPT
		Use Agentic chat to get a conversational experience by asking questions about cases, tasks, or information from published knowledge articles, and receive summarized answers.	Searching for content in cases and tasks from Global Search
		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.	Service Collaborator Value Dashboard
		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
		Send an automatic email response to the requester with summarized information and links to the relevant knowledge articles and catalog services.	Enabling automatic handling of emailed cases
		Automatically resolve the cases created from emails after sending an automatic email response.
		Translates knowledge articles into multiple locales.	Enabling automatic translation for knowledge articles
Knowledge Curator	Case business analyst Case agent	Create knowledge articles from case details and validate them by using the Knowledge Curator agent.	Automating knowledge article generation through the Knowledge Curator agent
		Get clear visibility into how the Knowledge Curator is utilized for creating and validating knowledge articles with value dashboards	Knowledge Curator Value Dashboard

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AI agents in BMC HelixGPT