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Automatically generating case summary

When a case business analyst enables the case summary feature, a case agent can automatically generate concise and structured case summaries from cases. These summaries grasp essential information and enhance collaboration across teams. They are generated based on key case details, including the description, resolution description, summary, dynamic fields, extension fields, and activity log.

Information

Scenario: Summarizing a case using BMC HelixGPT

At Apex Global, Ajay, a case business analyst, configures and enables the HelixGPT summarization capability. As a result, case agents can now effortlessly generate clear and concise summaries, helping them quickly grasp case details and collaborate more effectively.

Later, Bill, a case agent, receives a request to generate a visa letter, which leads to the creation of an HR case. Because the visa process involves an approval workflow, he assigns the case to another agent, Jim.

Jim uses the Summarize case button to create a summary of the case instantly. This summary gives him a quick overview of the key details, helping him understand the context and move forward with the necessary steps.

 

Considerations while generating a case summary

  • Summaries can only be generated or re-generated; they cannot be manually edited.
  • Users with read-only access to a case cannot generate the summary.
  • The summary does not update automatically; users must manually click the Refresh button to regenerate it.
  • Users can generate case summaries directly from both the web and mobile user interface.

Agentic case summarization

By default, an agentic model is used in a fresh installation to automatically generate a case summary. With this model, you can use your custom skill to generate a case summary.

For more information about the behavior of the agentic model for generating a case summary in the fresh installation and upgrade scenarios, see Agentic model availability for BMC HelixGPT capabilities.

If you have already created a custom skill before upgrading to the latest version, you can apply an agentic model to it. For more information, see To enable agentic case summarization for a custom skill.

To enable the automatic generation of a case summary

  1. Log in to BMC Helix Business Workflows and click SettingsSettingsIcon.jpg.
  2. Select Line of Business > Manage Line of Business.
  3. On the HelixGPT tab, click Case summarization.
  4. Use the toggle key to enable the Configuration value 1748871464476-319.png.
  5. Click Save.

The following image shows enabling automatic generation of case summary:

1748336353372-803.png

To enable agentic case summarization for a custom skill

Perform the following steps only if you have already created a copy of the Case Summarization skill before upgrading to the latest version.

Before you begin

Make sure that the Instruction type for your custom skill is set to Agent.

Task 1: To map a custom skill with BWF agent

  1. Log in to HelixGPT Agent Studio.
  2. On the Skills tab, select the application as Business Workflows.
  3. From the list of skills available for the application, select your custom skill.
  4. Navigate to the Agent tab and select the BWF agent.
  5. Click Apply.
Click here to see user interface

The following image shows how to map a custom skill with BWF agent:
Map_BWF_agent.png

Task 2: To add initial instructions

  1. Log in to BMC Helix Innovation Studio and navigate to the Workspace tab.
  2. Click the Shared Services library.
  3. From the list of Records, search for GPT Configuration.
  4. Select the GPT Configuration record definition checkbox and click Edit data.
  5. From the data editor, select Case Summarization skill record based on the required context name and click Edit.
  6. Copy the instructions from the Initial Instructions field.
  7. Log in to BMC Helix Business Workflows and click Settings.
  8. Select Line of Business > Manage Line of Business.
  9. On the HelixGPT tab, click Skills.
  10. On the Skills tab, select your custom skill based on the context name.

  11. Paste the instructions in the Initial Instructions field.

    Important: You must paste the initial instructions for each context name: case activities, case details, and case question answer.

  12. Click Save.
Click here to see user interface

The following image shows how to add initial instructions:
BWF_262_AgenticCaseSummarization_InitialInstructions.png

Results

Click here to see user interface

After a business analyst enables the Case summarization configuration, the Summarize case button is displayed on the case details page as shown in the following image:
1748497044063-988.png

Click here to see user interface

The following screenshot shows the summary generated by using the Summarize case button:
1748497205518-544.png

 

 

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BMC Helix Business Workflows 26.2