Service Collaborator

What is Service Collaborator?

The Service Collaborator agent helps first-response teams work faster by quickly creating incidents, automating replies, and supporting issue resolution. It offers a conversational search experience where users can ask questions and get instant, relevant results instead of browsing long lists.

The AI agent suggests solutions, finds information fast, and connects employees to the right support teams, reducing manual work and improving service efficiency.

You must have the BMC Helix Service Management service to use the Service Collaborator agent.

Watch the following video showing an overview of the Service Collaborator:

Benefits

  • Automates responses
  • Improves system efficiency
  • Enhances user experience
     

Requirements for Service Collaborator

To use the Service Collaborator capabilities, you must include the following skills and data sources in the HelixGPT Manager:

Skills:

  • BWF Global Chat skill
  • BWF Email auto reply skill
  • Incident Agent Assist Resolution
  • Incident Agent Assist Conversation
  • Incident Resolution Generation
  • Agent in Global Context 

For more information, see Out-of-the-box skills in BMC HelixGPT.

Knowledge sources:

  • BMC Helix Knowledge Management by ComAround
  • BMC Helix Business Workflows
  • Helix ITSM Knowledge Management (RKM)
  • BMC Helix ITSM

For more information, see  Adding data sources in BMC HelixGPT.
 

Scenario: Analysing month-end incident spike for improved service desk response​

Analysing month-end incident spike for improved service desk response​

The Apex Global service desk experiences an unusually ​high volume of incidents at the end of the month, which ​coincides with a Friday. ​

Bill, a new service desk agent, analyses this spike. Bill logs ​into the incident management system to gather key ​insights to complete the analysis. He retrieves the total ​volume of incidents reported today, identifies the regions experiencing the highest number of incidents, and ​classifies the incidents under the relevant operational ​categories.

This analysis provides a comprehensive ​summary that helps the service desk respond effectively ​and plan for future incident surges.

Supported use cases

 

 

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