Leveraging generative AI capabilities to retrieve answers through BMC HelixGPT

Leverage BMC HelixGPT to deliver targeted answers to end-user queries related to service requests, approvals, or from the referenced knowledge articles. As a developer, you can use the HelixGPT chat component in BMC Helix Innovation Studio view to allow users to ask questions and receive responses in a simple, conversational tone.. The answers are derived based on external web sources, internal knowledge articles, and cases from BMC Helix Knowledge Management by ComAround, BMC Helix ITSM: Knowledge Management, or BMC Helix Business Workflows.

Scenario

Scenario

At Apex Global, when an end user reports an issue or requests a service, a case is created in BMC Helix Business Workflows based on the information provided by the user. Seth, a developer at Apex Global, configures the case details page with BMC HelixGPT capabilities on the Ask HelixGPT tab by using the HelixGPT chat component.

A case agent working on the case opens the case and clicks the Ask HelixGPT tab to view its summary. If the case agent needs any additional information, the agent asks the question on the Ask HelixGPT tab and gets the answers based on the case details. The case agent then shares the information with the requester and resolves the case. 

The responses are streamed and sent in smaller chunks from BMC HelixGPT so that the case agent can view the progress of the response 

Benefits

Use the HelixGPT chat component to leverage the generative AI capabilities in your application in the following ways: 

  • Provides a conversational experience for a search by returning an answer to the query instead of a list of knowledge articles.
  • Returns reliable and refined results for queries on knowledge articles, tickets, and cases by using the generative AI functionalities of BMC HelixGPT.
  • Provides a clear, plain-language summary of the data sources that are shared. 

Workflow

The following table provides the detailed description and references to complete the workflow:

Task

Product

Action

Description

Reference

1

BMC Helix Innovation Studio

Configure the view with the HelixGPT chat component.

Use the HelixGPT chat component in a view to integrate a chat interface in your application. The users can leverage this interface to have conversational interaction and find relevant information. 

2

BMC Helix Business Workflows

Leverage HelixGPT chat component in BMC Helix Business Workflows. 

Use the HelixGPT chat component in the case details UI to display the summary of a case on the Ask HelixGPT tab of the case. 



 

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