BMC Unveils Agentic AI: Transforming Enterprise IT Work | BMC Connect 2024

Hello and welcome. My name's Stephen Dickens and you're joined us here for a six five Media at BMC Connect. I'm joined by Josh and Ryan today.

Hey guys, welcome to the show. Nice. Thanks for having us.

So let's dive straight in. Tell us a little bit about what you do for BMC and what you do for C Coors Tech. Alright.

Yeah. Uh, well for Coors Tech, uh, senior manager of corporate applications, so oversee our, our AI program and, um, other applications as well. And that kind of plays into what we're trying to do.

Fantastic. Ryan Manning, uh, VP of Product Management at BMCI support our Helix products, so service management and also our Helix GPT product. So everything's gotta have A GPT.

That's right. It's 2024. It's compulsory.

Right. So Ryan, let's go to you first. How are you seeing Agen AI transform?

What's going on in enterprise? It just coming from the keynote lots going on there, hearing about it from clients, from the industry as a whole. What are you hearing?

Yeah, I mean I think it's all about user experience. I think that that's probably what sets AI apart from previous platform shifts. Mm-Hmm.

Right? Like cloud and mobile. I mean, I think it's open season on UX paradigms.

We feel that this technology is gonna change the way we interact with software in our personal and our professional lives. And when it comes to professional lives and enterprise software, we sort of believe that oftentimes the best UI is no ui. And so we're, we're really, we're, we have an internal goal of eliminating about 60% of our U user interface in favor of these conversational experiences.

'cause we want to give these personal digital assistance to all of our power users. So, I mean, that's the upside I think everybody can see that vision. What are some of those challenges that you are hearing as your chatting to customers?

What are those adoption challenges? What are some of the barriers that you are seeing? Yeah, Yeah.

The two we're two we're focused on two right now. And the first is data. Uh, you can't have an AI strategy without a data strategy.

A lot of our customers are thinking about data governance, data security, data centricity, data assurance. And so we're doing a variety of things to help them on their journey. Partnering with data cloud vendors like Snowflake is one.

And we're also building agents to help this, like the Helix GPT Knowledge curator will help knowledge managers keep the knowledge base up to date and relevant. The other trend we're looking at or uh, challenge here is the deployment model for ai. 'cause we don't know what that's gonna look like yet.

And you know, we do know a few things. We know existing regulations are heightened new regulations around the corner and data. A lot of our customers are thinking about monetizing their own data in the next 12 to 24 months and we're gonna be ready for that.

'cause the Helix platform is more portable than any other enterprise software platform out there on premise SaaS, public cloud, private cloud, and soon the Snowflake data cloud. So what are you seeing as some of those competitive advantages? We joked a little earlier, it's a busy noisy market.

Lots of people are talking about agen ai. Yeah. What's that BMC competitive advantage in this market?

Yeah, our deployability is definitely at the forefront, but i I kind of, it's akin to the Apple and Microsoft wars of years and years ago. Our, our competitors taking a very command and control closed approach to ai. So they want you in their data centers using their GN AI services and they want you to move all your data into their data cloud.

Right. And our customers are, are, are, are liking our open approach. We're almost taking an anti platform approach here where we wanna work with the tools you're either already using or just about to start using.

And Josh is gonna talk to you about that in a moment here. Yeah. Bring you in Josh.

Sure. What obviously BMCs making some great strides with the technology, but how are course tech deploying that? What are you seeing?

Tell us a little bit about some of the deployment models that you are seeing and how you are leveraging it within your business. Yeah, so our actual idea is a, an a chat bot for not just, um, interacting with BMC but interacting with all of our corporate applications. So we want a one stop AI interface where our end users can chat with one AI chat bot and interact with whatever application they need to.

And the chat bot can make that decision for them. Even so they may need to record a new lead in Salesforce or they want to schedule a meeting or they want to take time off. Um, they just ask the chat bot and we really think that's gonna change the world.

I, you, you took my talking point. Uh, I think software, uh, interaction and ux, um, and gooeys are, are gonna become far less important over the next few years because Agent X is gonna take over and really I think it's gonna change os um, if you don't have an agent in your OS that can work with other agents, you're not gonna be competitive. So how would you quickly summarize some of those benefits?

We talked about the technology there. What are those key advantages and how's the BMC Helix software impacting where course tech is going? Um, well the openness, uh, and the, the data.

So one of our ideas is the, the, the security should sit within the software. It's already in. So my Workday security is already in Workday.

I don't need to move that data and rebuild that security somewhere else. I'm just going to access it via a chat bot. BMCs approach is, uh, in line with that as opposed to he mentioned someone else, uh, that wants to take your data.

We're not interested in putting our data anywhere else. We want to keep it where it is. I think that's a great story as we start to bring it home here.

What are you seeing as that future view? If you were looking ahead, maybe we're taking a 1218 month, 24 month view. What are you seeing as that future for agent ai?

Yeah, I mean, it's a, for us it's a fleet of AI agents across the service ops lifecycle. I talked about Knowledge curator. CMDB auditor is another agent we're building.

We have, uh, we're building Helix GPT Insight Finder. So no more kinda waiting in line to see your local data scientists because executives and managers can converse with that agent to get meaningful analytics without knowing how to, how to write SQL queries. So every single role in the IT operations landscape we want to have an agent for, um, that's our, that's our vision.

I Think that's a fantastically broad vision. It's been fantastic getting that view of how it's impacting where you are going with course tech. Thank you for sharing.

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