BMC HelixGPT for Service Management

40+ CREDITS

Enhance BMC Helix Service Management with conversational AI that delivers precise answers from knowledge articles, detailed incident and case summaries, and clear insights from agent-user interactions.

What you get:

BMC HelixGPT provides the ability to:

  • Leverage generative AI capabilities to obtain the resolution summary of an incident.
  • Retrieve answers based on an automatically determined set of knowledge articles.
  • Facilitate self-service through relevant and precise answers.
  • Display the summary of chat conversations between agents and end user(s).
  • Get case summaries and answers to case-related queries.

BMC will perform the following:

  • Set up the generative Artificial Intelligence (AI) provider for your applications.
  • Review the existing out-of-the-box connections (Helix Knowledge Management and Helix ITSM Knowledge Management).
  • Configure and schedule one rule for ingesting data into the BMC HelixGPT database.
  • Configure BMC Helix Virtual Agent to use BMC HelixGPT as the natural language engine.
  • Publish up to five Digital Workplace (DWP) catalog services in BMC HelixGPT.
  • Configure GPT in DWP Studio* search bar.
  • Configure the Global Prompt* according to Customer’s business requirements.
  • Configure up to five Prompts* for BMC Helix applications
  • Define search settings to provide relevant knowledge articles to end users by:
    • One filter for each connection in scope for one skill
    • One search filter for Helix Knowledge Management (HKM) connection with up to ten tags
  • Prepare Solution Design Document
  • Prepare Construction Document
  • Provide a Test Strategy Document

If needed, for an additional cost the following can also be performed along with this service:

  • Enable Confluence* or SharePoint* as a data source.
  • Review and enable existing out-of-the-box connections for BMC Helix Business Workflows.
  • Configure the connection to Live Chat*.
  • Enable MS Teams channel for user interaction with Chatbot.

BMC will provide this Service with one of the approaches below:

Delivery Options Success Credits Required
Standard Delivery*
40
Country-Specific Staffing*
55

Additional Service Options:

Delivery Options Success Credits Required
 
Additional External Knowledge Source: Enable Confluence or SharePoint as a data source
Enable HelixGPT for Business Workflows: Get case summaries and answers to case-related queries
Enable HelixGPT for Live Chat: Display the summary of chat conversations between agents and end user
Enable MS Teams in a Chatbot: Multiple channels for user interaction with Chatbot
Standard Delivery
4
6
5
4
Country-Specific Staffing
6
8
7
7

Deliverables: Using BMC’s standard methodology and templates, the following Deliverables are in scope for this project and will be delivered:

  • Solution Design Document
  • Construction Document
  • Test Strategy Document

Completion Criteria: BMC will have completed the Service when the in-scope Service have been completed and the Deliverables have been reviewed in accordance with the Terms of Use and delivered to the customer Project Manager.

Pre-requisites:

  • Customer has acquired licenses and configured the following solutions within their SaaS environments:
    • BMC Helix Digital Workplace Advanced, BMC Helix ITSM, and BMC Helix Business Workflows (optional).
  • Customer has acquired licenses for the following solutions within their SaaS environments:
    • Service Management Standard or Advanced.
  • Customer has Knowledge Articles in BMC Helix ITSM: Knowledge Management or BMC Helix Knowledge Management by ComAround*.
  • Versions 23.3.03 HF03 or later required for the following solutions:
    • BMC Helix Digital Workplace, BMC Helix Digital workplace Catalog, Live chat
    • BMC Helix IT Service Management with progressive views
    • BMC Helix Business Workflows
  • Customer has license(s) and a supported version(s) for one of the generative AI providers listed HERE
  • Customer is licensed for BMC HelixGPT.
  • Customer is licensed for any third-party solution required for Customer use cases.

Additional information:

  • Estimated Duration: 7 - 8 weeks
  • In-scope Product(s): BMC HelixGPT
  • Service Type: Deployment
  • Availability: Active
  • Success Service Code:
    • HELIX_GPT_001_OFFSHORE
    • HELIX_GPT_001_ONSHORE
    • GPT_KNOW_001_OFFSHORE
    • GPT_KNOW_001_ONSHORE
    • GPT_HBWF_001_OFFSHORE
    • GPT_HBWF_001_ONSHORE
    • GPT_CHAT_001_OFFSHORE
    • GPT_CHAT_001_ONSHORE
    • GPT_TEAMS_001_OFFSHORE
    • GPT_TEAMS_001_ONSHORE
  • Date Last Updated: 12/02/2024

Definitions:

  • Confluence: Confluence is a web-based software product that helps teams create, organize, and share documents and content.
  • SharePoint: Microsoft SharePoint is a collaboration and document management platform.
  • DWP Studio: Digital Workplace Studio empowers enterprises to build custom experiences, microsites, and persona-driven journeys to improve employee engagement, productivity, and resolution times.
  • Live Agent: In BMC HelixGPT, a "Live Agent" refers to a human customer service representative that a user can be transferred to when a virtual agent (powered by AI) is unable to fully resolve a query, essentially providing a seamless transition from automated assistance to direct human interaction within the same chat interface.
  • Global Prompt: The global prompt is the instruction to set the tone and expectation for every answer that BMC HelixGPT will generate for user queries.
  • Prompt: A prompt is an explicit phrase or a clear instruction provided to BMC HelixGPT based on which the desired output or answers are returned.
  • Standard Delivery: A mix of BMC consultants and project managers sourced from various BMC locations.
  • Country-Specific Staffing: Upon Customer’s request and BMC resource availability, BMC will deviate from BMC’s Standard Delivery model. BMC will work with Customer to understand and address their country-specific staffing requirements. The staffing choice from which country a BMC resource comes will be mutually agreed to by BMC and the Customer.
  • ComAround: ComAround Knowledge is cloud-based AI-driven knowledge management software that generates consistent and personalized knowledge through a unique combination of professional, expert, and data-driven knowledge.

Getting started is easy

Contact Success Concierge