Leveraging BMC HelixGPT chat to search for information

Important

The features and enhancements in this topic are under controlled availability to select customers.


BMC Helix ITSM leverages the generative AI capabilities of BMC HelixGPT to provide a powerful search experience to the service desk agents. The Full Text Search (FTS)-based global search is augmented with a powerful chat-based search powered by BMC HelixGPT. Instead of manually searching for information from knowledge articles, agents can type in specific questions in BMC HelixGPT chat and get summarized answers in human-like natural language.

The BMC HelixGPT chat feature provides the following benefits:

  • Provides a conversational experience to the service desk agents to search for information from knowledge articles.
    Instead of manually searching for knowledge articles that contain the information, service desk agents can ask questions and get reliable, summarized information.
  • Sources information from published knowledge articles. Therefore, the generated information is reliable.
    Agents can also view the knowledge articles from which the answer is sourced.
  • Makes information available to the service desk agents faster, which helps them make decisions faster and perform necessary actions. Thereby, increasing agent efficiency, service desk productivity, and customer satisfaction.

Related topics

Configuring BMC HelixGPT chat for BMC Helix ITSM

Searching for information by using BMC HelixGPT chat


Scenario 1

Scenario

Jordon, an administrator at Apex Global, wants to enable the BMC HelixGPT chat capability for BMC Helix ITSM so that service desk agents get a conversational experience when searching for information from knowledge articles.


Scenario 2

Scenario

Carl, a service desk agent at Apex Global, receives a call from an employee. The employee is encountering a problem with the laptop and wants to replace the laptop.

Carl wants to find the laptop replacement policy information. Instead of manually searching for a knowledge article that contains the policy information, Carl types in his question in BMC HelixGPT chat and gets summarized policy information. 


Workflow for configuring and using BMC HelixGPT chat

The following table describes the workflow for configuring and using BMC HelixGPT chat for BMC Helix ITSM:

Task

Component

Role

Action

Reference

1

Not applicable

Technical contact (customer)

Contact your BMC account manager to get the BMC HelixGPT chat capability for BMC Helix ITSM.

Not applicable

2

BMC Helix Innovation Suite

Mid Tier

Administrator

Configure BMC HelixGPT chat for BMC Helix ITSM.

3

BMC Helix ITSM

Service desk agent

Use BMC HelixGPT chat to search for information from knowledge articles.

 

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