BMC HelixGPT for Service Management

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:

Additional Service Options:

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:
  • BMC Helix Virtual Agent
• 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, BMC Helix Virtual Agent, 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: 12/2/2024