Service Collaborator

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 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.

Carl, a service desk agent, uses Ask HelixGPT to resolve a network failure incident. He uses predefined prompts like Summarize incident ticket and Summarize activity logs to understand the issue and timeline. He asks follow-up questions and shares the generated summary with the customer, attaching relevant resources.

At Apex Global, Ajay, a case business analyst, configures and enables the HelixGPT summarization capability. As a result, case agents can now effortlessly generate clear and concise summaries, helping them quickly grasp case details and collaborate more effectively.

Later, Bill, a case agent, receives a request to generate a visa letter, which leads to the creation of an HR case. Because the visa process involves an approval workflow, he assigns the case to another agent, Jim.

Jim uses the Summarize case button to create a summary of the case instantly. This summary gives him a quick overview of the key details, helping him understand the context and move forward with the necessary steps without depending on Bill to share the details.