Product overview

BMC Helix Business Workflows is a cloud‑native case management application designed for functions such as Facilities, Travel, Legal, and HR. It provides tools that help your teams track, process, and resolve cases through configurable workflows.​​

BMC Helix Business Workflows integrates with BMC HelixGPT to bring natural‑language processing and autonomous action capabilities into case management. With this integration, the product can interpret user inputs, surface relevant information, and perform actions directly within a case. This capability makes user interactions more intuitive, enhancing the creation, analysis, and management of cases. To use these capabilities, administrators must enable BMC HelixGPT for BMC Helix Business Workflows. For more information about enabling BMC HelixGPT in your environment, see Configuring BMC HelixGPT for BMC Helix Business Workflows.

Agentic AI extends the capabilites of BMC HelixGPT by introducing autonomous agents that support different activities in the case lifecycle. These agents use the context from the case to provide information, suggest next steps, and complete specific tasks on behalf of the user.

Agentic AI includes two agents that work within BMC Helix Business Workflows:

• Service Collaborator—Provides AI-driven assistance to case agents for case resolution, including answering case-related questions, generating summaries and resolution descriptions, predicting templates and categories, handling emailed cases, detecting sentiment, and creating dashboards to measure AI impact. These features speeds up case handling.
• Knowledge Curator—Automates Knowledge Management by creating and validating articles from case details and translating them into multiple languages. This capability improves self-service and supports global operations.