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Posted by Phil Alsop on 16 October 2023 at 11:28 am
  • news

BMC has expanded its generative AI capabilities, embedding them into its entire AI-driven service and operations management portfolio — the first vendor in the industry to do so. The BMC HelixGPT solution connects and distils data sources across the enterprise to deliver plain-language, actionable insights for autonomous resolution by connecting AIOps, DevOps, and ServiceOps.

According to the 2023 Gartner® Hype Cycle™ for ITSM, most technology products and services will incorporate generative AI capabilities in the next 12 months, introducing conversational ways of creating and communicating with technologies, leading to their democratisation.

“We are planning to use the generative AI capabilities in BMC Helix to optimise 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."

Powered by large-language models (LLMs), the BMC HelixGPT solution reads data in real time and applies pattern-based decision logic and intuitive reasoning to revolutionise incident resolution and automate interactions supporting valuable use cases, including:

  • Conversational engagement and search — Offers end users the ability to communicate naturally with virtual agents and chatbots by fully understanding queries and sharing responses within a larger context with

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