Employee Navigator

 

Available with

Product: BMC Helix Digital Workplace

Required license:
BMC Helix Service Management service

Deployment type: SaaS subscription and on-premises deployment

Employee Navigator is an AI-powered virtual assistant that provides a conversational search experience, helping users quickly find information.

End users benefit from the generative AI retrieval of answers in the following ways: 

  • Option to provide text, image, or voice as input to ask queries to BMC HelixGPT. 
  • Conversational experience when BMC HelixGPT generates an answer to a query rather than providing a list of knowledge articles.
  • Reliable and refined results because the answers are extracted from various sources such as knowledge articles, service requests, approvals, people attributes, service health items, and to-dos. The answers are not generated from the large language models (LLM) general knowledge, unless specifically configured.

 

Scenario: Review the status of IT ticket by using Employee Navigator

Mary Mann, an HR manager at Apex Global, recently submitted a request for a laptop upgrade. Instead of searching through emails or navigating the IT portal, she simply types, "What’s the status of my laptop upgrade request?" in the Employee Navigator.

Employee Navigator instantly retrieves her request details, displaying the current status, expected resolution time, and recent updates. If further action is needed, it provides options such as connecting with a live agent or escalating the request.

This seamless, AI-driven experience saves time and enhances employee and IT teams' efficiency by providing instant, hassle-free access to ticket information.

Where to go from here

Using Employee Navigator to find AI-generated answers

 

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