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Service Collaborator

Service Collaborator helps service desk agents and case agents work faster by quickly creating incidents, automating replies, and supporting issue resolution. The agentic AI capabilities of Service Collaborator offer a conversational search experience that delivers instant, relevant answers without manual browsing, while suggesting solutions and connecting users to the right support teams.

Service Collaborator capabilities are available in the following products: 

  • In BMC Helix Business Workflows, with the agentic AI capabilities, you can leverage natural language to search, summarize, predict case details, and automate responses. 
  • In BMC Helix ITSM, you can use the agentic AI capabilities to get quick summaries of incidents, summarized resolution notes, support group prediction, and easy-to-understand insights.

To use Service Collaborator, make sure that the required product licenses are available. For more information, see BMC Helix Service Management service

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

YT.png Overview of Service Collaborator

Service Collaborator capabilities

The following capabilities in Service Collaborator reduce manual efforts, speed up resolution, and enhance end-user experience:

  • BMC Helix Business Workflows
    • Get answers from cases, tasks, and knowledge articles in a conversational experience.
    • Get summarized answers from knowledge articles for cases, and get structured case summaries.
    • Predict case templates and case categories.
    • Get case resolution descriptions.
    • Send automatic email responses to inbound emails.
    • Identify case sentiment by evaluating requester interactions.
  • BMC Helix ITSM
    • Get answers about incidents and work orders in a conversational experience.
    • View summaries of incidents and other ticket types.
    • Predict and assign incidents to relevant support groups.
    • Get incident resolution notes.
    • Send automatic responses to inbound emails.
    • View Major Incident Reports (MIR).

To learn more about configuring Service Collaborator, see Process to configure the Service Collaborator.

Scenarios

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 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.

Accelerate incident resolution by using Agent assist through Ask HelixGPT

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.

Summarizing a case by using BMC HelixGPT

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.

Agents, skills, and models

Service Collaborator supports the following agents, skills, prompts, and models.

Agents

  • BWF Agent:  In BMC Helix Business Workflows, use BWF Agent to get conversational answers for questions about cases, tasks, and knowledge articles. Get automatic summaries, predictions, and resolutions with BWF Agent. Use BWF Agent to also automate email responses and detect case sentiment from requester interactions.
  • ITSM Agent: In BMC Helix ITSM, use ITSM Agent to get answers and summaries for incidents, work orders, and other tickets in a conversational experience. Get resolution notes and Major Incident Reports (MIR) with ITSM Agent. Use ITSM Agent to predict and route incidents to the right support groups and send automatic responses to inbound emails.

Out-of-the-box skills and prompts

Supported models

​​​​User roles and permissions

The following roles are required to configure and manage Service Collaborator:

 

ProductRoleDescriptionReference
BMC Helix Business Workflows

Case Business Analyst

Enable BMC HelixGPT capabilities to use in BMC Helix Business Workflows.
BMC Helix ITSMAdministratorEnable BMC HelixGPT capabilities to use in BMC Helix ITSM.Configuring settings to use Agentic AI capabilities
BMC HelixGPTHGM AdminAccess the HelixGPT Agent Studio and configure core components such as skills and agents.Roles and permissions

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Process overview

The following diagram explains the tasks required to configure and use Service Collaborator:

Process workflow

Process to configure the Service Collaborator

To start using the Service Collaborator capabilities, complete the steps in the following table:

StepProductDescriptionReference
PreconfigurationBMC HelixGPT

Provision generative AI:

  1. Add data sources.
  2. Ingest data into BMC HelixGPT.
  3. Set up the AI provider.
Setting up and going live
BMC HelixGPT

Specify the knowledge provider and search filters.

Important: If you want to use dynamic tags in search filters, make sure that you have created the search filters in BMC Helix Knowledge Management by ComAround. To learn more, see Creating search filters for BMC applications.

Defining knowledge search settings
Enable BMC HelixGPTMid TierEnable BMC HelixGPT for BMC Helix ITSM and BMC Helix Business Workflows.Enable BMC HelixGPT in Mid Tier
Enable Progressive ViewsMid TierEnable Progressive Views in BMC Helix ITSM.Enabling Progressive Web Application screens
Enable Service Collaborator capabilitiesBMC Helix Business Workflows
  1. Enable BMC HelixGPT for BMC Helix Business Workflows.
  2. Define configurations for BMC HelixGPT.
Defining configurations for BMC HelixGPT
BMC Helix ITSM
  1. Enable BMC HelixGPT for BMC Helix ITSM.
  2. Configure settings to use Agentic AI capabilities.
Configuring settings to use Agentic AI capabilities

Service Collaborator use cases

The following table lists the tasks that you can perform by using Service Collaborator:

ProductCapabilitiesReference
BMC Helix Business Workflows
  • Get answers from cases, tasks, and knowledge articles in a conversational experience.
  • Get summarized answers from knowledge articles for cases, and get structured case summaries.
  • Send automatic responses to emails.
BMC Helix ITSM
  • Get answers about incidents and work orders in a conversational experience.
  • View summaries of incidents and other ticket types.
  • Send automatic responses to inbound emails.

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Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*

BMC HelixGPT 26.1