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 knowledge articles from case data and validates them.

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

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.

Service Collaborator

The following table provides the use case coverage matrix for the Service Collaborator agent and its capabilities in BMC Helix Business Workflows:

Use cases	Description	Available from version
Agent Assist	Agent Assist helps users ask case-related questions and receive summarized insights from relevant knowledge articles and cases. It also supports sharing responses via email, providing feedback, and accessing source articles for more details.	RAG-based model from version 23.3.04 and later
Agentic chat	Get a conversational experience by asking questions about cases, tasks, or information from published knowledge articles, and receive summarized answers.	RAG-based model from version 25.3.00 and later
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.	RAG-based model from version 26.1.00 and later
Case summarization	Generate structured case summaries from case details.	RAG-based modelfrom version 23.3.04 and later Agentic model from version  26.2.00 and later
Smart resolutions	Generate comprehensive case resolution descriptions from case details.	RAG-based model from version 25.2.00 and later Agentic model from version  26.2.00 and later
Intelligent categorization	Predict case categories.	RAG-based model from version 25.3.00 and later
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.	RAG-based model from version 23.3.04 and later Agentic model from version  26.1.01 and later
Service catalog prediction	Get catalog predictions in email responses.	RAG-based model from version 25.3.00 and later
Sentiment analysis	Automatically detect case sentiment and track emotional trends over time.	RAG-based model from version 26.1.00 and later
Automated follow-up	Automatically generate follow-up notification text by using BMC HelixGPT.	RAG-based model from version 26.1.00 and later Agentic model from version  26.2.00 and later
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.	RAG-based model from version 26.1.00 and later

Knowledge Curator

The following table provides the use case coverage matrix for the Knowledge Curator agent and its capabilities in BMC Helix Business Workflows:

Use cases	Description	Available from version
Knowledge article creation and validation	Create knowledge articles from case details and validate them.	25.2.00
Knowledge article translation	Translates knowledge articles into multiple locales.	23.3.04
Knowledge curator value dashboard	Get clear visibility into how the Knowledge Curator is utilized for creating and validating knowledge articles with value dashboards.	26.1.00

Related topics

Prebuilt agents

Use cases