Defining configurations for BMC HelixGPT

BMC HelixGPT is a generative artificial intelligence-based service that uses large language models (LLM) to analyze text and retrieve answers. The generative AI capabilities of BMC HelixGPT are used in BMC Helix Business Workflows in the following ways:

• Summarize cases and answer case-related queries in Ask HelixGPT.
• Receive summarized answers from knowledge articles in Global Search.
• Automatically respond to incoming emails from which cases are created.
• Automatically resolve the cases that are created from incoming emails.

To use the BMC HelixGPT capabilities in BMC Helix Business Workflows, a case business analyst must enable the BMC HelixGPT features in BMC Helix Business Workflows for a line of business.

Before you begin

Make sure that your administrator has enabled BMC HelixGPT for your organization by adding the Assistant URL in Mid Tier. 

Agentic model availability for BMC HelixGPT capabilities

For the following BMC HelixGPT capabilities, an agentic model is available by default in a fresh installation, replacing the earlier Retrieval Augmented Generation (RAG) based model.

• Auto email response
• Case summarization
• Generate case resolution
• Automated follow-up

An agentic model manages the entire process for these capabilities by facilitating autonomous decision-making through AI agents. By reducing dependency on static prompts and adapting to real‑time case data, it improves accuracy and scalability, providing a context-aware experience. By using an agentic model, organizations can add custom skills to meet their business needs.

If you have already created a copy of the out-of-the-box skills required for these capabilities before the upgrade, you can manually apply the agentic model.

The following table describes the behavior of the agentic model for these capabilities in the fresh install and upgrade scenarios:

Scenario	Is a custom skill present?	Default model	User action required
Fresh Install	No	Agentic	No
Upgrade	No	Agentic	No
	Yes	RAG	Yes You can manually enable the agentic model if required.

Out-of-the-box configurations for BMC HelixGPT

Every BMC HelixGPT feature has a corresponding skill configuration that is provided out of the box. As a case business analyst, you can create a copy of the out-of-the-box skill configuration and modify it to suit your business requirements. Learn more about skill configurations in Configuring mappings for skill configurations.

The following table lists the out-of-the-box configurations to use BMC HelixGPT in BMC Helix Business Workflows:

Configuration name	Description	Skill configuration	Reference	Available from version
Ask HelixGPT	Ask queries in Ask HelixGPT to get responses from BMC HelixGPT from Microsoft SharePoint.	Case conversation	Defining knowledge search settings
	Ask queries in Ask HelixGPT to get responses from BMC HelixGPT from relevant knowledge articles.		Enabling Ask HelixGPT	23.3.04
	Get a summary of an incoming email for BMC HelixGPT to respond to the email automatically.	Email question summary
HelixGPT for Global Search	Ask queries and get answers from Microsoft SharePoint in Global Search.	Global Search chat	Defining knowledge search settings
	Ask queries and get answers from relevant knowledge articles in Global Search.		Enabling BMC HelixGPT for Global Search	23.3.04
Automated response to emails	Send automated responses to incoming emails from which cases are created.	Case auto-reply	Enabling automatic handling of emailed cases by BMC HelixGPT	RAG-based approach from version 23.3.04 and later Agentic approach from version  26.1.01 and later
KNOWLEDGE_ARTICLE_TRANSLATION	Translate knowledge articles by using BMC HelixGPT.	Knowledge article translation	Enabling automatic translation for knowledge articles	23.3.04
Generate case resolution	Generate a case resolution description automatically using HelixGPT.	Generate Case Resolution	Automatically generating case resolution description	RAG-based approach from version 25.2.00 and later Agentic approach from version  26.1.01 and later
Case summarization	Automatically generate a case summary by using BMC HelixGPT	Case summarization	Automatically generating case summary	RAG-based approach from version 25.2.00 and later Agentic approach from version  26.1.01 and later
Knowledge curator	Automatically create knowledge articles from case details by using the Knowledge Curator agent.	Knowledge curator	Automating knowledge article generation through the Knowledge Curator agent	25.2.00
Case template prediction	Automatically predict case templates by using BMC HelixGPT	Case template prediction	Enabling template and category prediction by using BMC HelixGPT	25.3.00
Category prediction	Automatically predict case categories by using BMC HelixGPT	Category prediction	Enabling template and category prediction by using BMC HelixGPT	25.3.00
Sentiment analysis	Automatically detect case sentiment and sentiment trend with insights by using BMC HelixGPT	Case Sentiment Analysis	Enabling sentiment analysis for cases	26.1.00
Generate follow-up notification text	Automatically generate follow-up notification text by using BMC HelixGPT		Enabling the follow-up response generator by using BMC HelixGPT	RAG-based approach from version 26.1.00 and later Agentic approach from version  26.1.01 and later
Insight Finder	Ask aggregated insights in Ask HelixGPT and Agentic chat		Enabling aggregated insights in Ask HelixGPT and Agentic Chat	26.1.00

Related topics

• BMC HelixGPT in BMC Helix Business Workflows
• Configuring BMC HelixGPT for BMC Helix Business Workflows