Leveraging Agentic chat to search for information

BMC Helix ITSM leverages the agentic AI capabilities of BMC HelixGPT to provide you powerful search experience. The Full Text Search (FTS)-based global search is augmented with Agentic chat, a powerful chat-based search powered by BMC HelixGPT. 

The Agentic chat feature provides the following benefits:

  • Provides a conversational experience to search for information from knowledge articles.
    Instead of manually searching for knowledge articles that contain the information, service desk agents can ask specific questions and get reliable, summarized answers in human-like natural language.
  • Sources information from published knowledge articles. Therefore, the generated information is reliable.
    Agents can also view the knowledge articles from which the answer is sourced.
  • Provides a conversational experience to search for incidents and change request tickets.
  • Enhances the self-service experience of service desk managers and change users.
    Instead of relying on reporting tools or other users, such as service desk agents, to get information about incidents and change requests, they can ask specific questions in Agentic chat and get a real-time list of the relevant incidents or change requests.
  • ​​​​​Minimizes dependency and wait times of users for routine enquires, enabling them to focus on other customer-centric tasks.
  • Makes information available faster, which leads to faster analysis and decision making and faster incident resolution and risk mitigation. Thereby, increasing agent efficiency, service desk productivity, and customer satisfaction.

Related topics

Configuring Agentic chat for BMC Helix ITSM

Searching for information by using Agentic chat

Scenarios

Enable Agentic chat for BMC Helix ITSM

Jordon, an administrator at Apex Global, wants to enable the Agentic chat capability for BMC Helix ITSM so that users get a conversational experience when searching for incidents, change requests, or information from knowledge articles.

Search for incidents, change requests, or information from knowledge articles

  • Carl, a service desk agent at Apex Global, receives a call from an employee. The employee is encountering a problem with the laptop and wants to replace the laptop.
    Carl wants to find the laptop replacement policy information. Instead of manually searching for a knowledge article that contains the policy information, Carl types in his question in Agentic chat and gets summarized policy information.
  • Susan, a service desk manager at Apex Global, saw a sudden spike in the number of incidents with Service as Outlook reported by the Europe region in the last week. She wants to view the list of incidents with Service as Outlook reported by the Europe region during the last week. She also wants to know the changes that were implemented for the Outlook service at the Europe region in the last week so that she can use this data to analyze whether any particular change might have caused the issue.
    Instead of relying on service desk agents or generating reports to get the data, she asks relevant questions in Agentic chat and quickly gets a list of such incidents and change requests. She analyzes these changes, identifies the change that caused the issue, and decides to roll it back.
     
  • Rahul, a change coordinator at Apex Global, wants to view the change requests with Priority as High and Risk Level as 4 so that he can monitor and track their progress and mitigate risks.
    Instead of manually searching for the change requests by using the keyword-based global search, he asks a question in Agentic chat and gets a real-time list of such change requests.

Workflow for configuring and using Agentic chat

The following table describes the workflow for configuring and using Agentic chat for BMC Helix ITSM:

Task

Component

Role

Action

Reference

1

Not applicable

Technical contact (customer)

Contact your BMC account manager to get the Agentic chat capability for BMC Helix ITSM.

Not applicable

2

BMC Helix Innovation Suite

Mid Tier

Administrator

Configure Agentic chat for BMC Helix ITSM.

Configuring Agentic chat for BMC Helix ITSM

3

BMC Helix ITSM

Service desk users and Change users

Use Agentic chat to search for incidents, change requests, or information from knowledge articles.

Searching for information by using Agentic chat

 

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