Employee Navigator


Employee Navigator aims to assist employees within an organization in overcoming obstacles that may hinder their job performance. In collaboration with the Knowledge Curator agent and the Service Collaborator agent, it generates responses to employee inquiries, automate tasks, connect with subject matter experts, and address incidents and requests.​

End users can get AI-generated answers to their queries in a conversational language from the Employee Navigator side panel in the end-user console. BMC HelixGPT powers the Employee Navigator and can be accessed on all devices, such as desktops, tablets, and mobiles.

Watch the following video (2:38) showing an overview of the Employee Navigator:

 YT.png Overview of Employee Navigator

Required license

You must have appropriate licenses to use the following products. For more information about licensing, see  BMC Helix Service Management service.

  • BMC Helix Digital Workplace ​

  • BMC Helix Digital Workplace Catalog​

  • BMC HelixGPT​

  • BMC Helix Innovation Studio​

User role

Any employee persona in a company.
 

Capabilities

The following table describes the capabilities Employee Navigator offers:

CapabilityBenefits
Simplify employee service interactions
  • Simplify issue reporting with instant image capture and submission via mobile​.
     
  • Make support seamless with an AI agent that guides, informs, and automates the next best action​.
     
  • Support users better and guide them to right information, human experts, and effectively log requests.
Use built-in tools and coordinate a fleet of agents to accomplish given goals
  • Dynamic automation of tasks and processes​.
     
  • Galleries of task automations​.
     
  • Human interactions for defining and using the pre-defined libraries of automations​.
Generate precise answers based on your organization’s internal documents, unlike generic keyword searches or public LLMs
  • Easy, 24x7 and fast access to help and guidance through human interactions​.
     
  • Automation of complex and manual processes to increase productivity.
Transform the service catalog from static forms to an interactive chat interface to enhance engagement, accelerate request fulfillment, and reduce friction
  • Request a service by specifying your requirements and stay up to date with the progress of your request​.
     
  • Create a service request if you do not receive relevant answers to knowledge article-related queries from BMC HelixGPT.​

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.

 

 

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