BMC, a provider of software solutions for the Autonomous Digital Enterprise, has introduced generative AI capabilities across its entire AI-driven service and operations management portfolio.
This integration, known as BMC HelixGPT, connects and analyzes data from various sources within an organization to provide easy-to-understand, actionable insights that facilitate autonomous issue resolution, bridging the gap between AIOps, DevOps, and ServiceOps.
“We are planning to use the generative AI capabilities in BMC Helix to optimize our processes while delivering better customer service,” said Rubén Ávila Calvo, chief technology officer at Applus. “We’re impressed by its promise to recover faster from potential service outages and use insights to automate our remediation efforts.”
The BMC HelixGPT solution, powered by large-language models (LLMs), leverages real-time data analysis and intuitive reasoning to transform incident resolution and automate various interactions.
This includes Conversational Engagement and Search Capability, which enables end users to have natural interactions with virtual agents and chatbots, offering accurate and swift responses by understanding queries in context. This integration enhances self-service experiences and reduces incoming service requests by connecting BMC Helix Digital Workplace, BMC Helix Knowledge Management, and BMC Helix Virtual Agent solutions.
Event and Incident Summaries offers an integration with BMC Helix AIOps solutions to assist in quicker service outage recovery by correlating incidents and providing clear, plain-language summaries of the resolution process through “chain of thought reasoning.”
Resolution Insights analyze historical and current enterprise data, including case data from service management and IT operations, BMC HelixGPT optimizes processes and stores these insights for future reference and automated remediation. Additionally, it can offer best-action recommendations using combined operations and service management ticket data.