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.

Watch the following video (2:14) showing an overview of Service Collaborator:

YT.png Overview of Service Collaborator

Requirements for using the Service Collaborator agent

You must have appropriate licenses. For more information about licensing, see  BMC Helix Service Management service.

  • You must have a well-managed knowledge source.
  • You must have the entitlement to use BMC HelixGPT.
     

User roles

  • HR Case agents​
  • Workplace Case agents​
  • Security Case agents​
  • Finance Case agents​
  • Procurement Case agents ​
  • Service Desk agents​
  • Service Desk managers​
  • NOC agents​
  • Customer Service agents​
     

Capabilities

The following table describes the capabilities Service Collaborator offers:

Capability

Benifits

Agent assist
  • Faster resolution, by summarizing the top relevant knowledge articles.
    ​
  • Delivers more accurate responses, drawing upon a larger context of data​.
     
  • Improved agent experiences, reducing the number of times agents need to reach out to specialists. ​
     
  • Trusted answers as the responses are based on enterprise data such as knowledge articles that are properly curated. Agents can verify the sources to make sure the generated response is accurate.​
Agentic chat
  • Single UI agnostic interface to get quick answers​.
    ​
  • An enhanced user experience, cross-product or cross-module visibility, simplification, and increased engagement.
Intelligent routing
  • Eliminates ticket bouncing ​
     
  • Faster MTTR​
Smart resolutions
  • Better capturing of resolutions that led to incident closure.
    ​
  • Data on resolutions can help in problem management to identify root causes​.
    ​
  • Save the agent’s time and effort to draft a proper resolution​.

Scenario: Analyzing the 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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