Leveraging Service Collaborator for automatically responding to inbound emails

As a Service Desk Manager, leverage the generative AI capabilities of BMC HelixGPT by using the Service Collaborator AI Agent to analyze inbound emails and identify incidents. The Service Collaborator then searches for a resolution in published knowledge articles and responds to the email with summarized recommendations to resolve the incident. The email also contains an option for the requester to resolve the incident if the recommended resolution helped.

Benefits

​​​​​The capability to automatically respond to inbound emails with recommendations to resolve incidents provides the following benefits:

  • Reduces agent workload by automating routine email responses.
  • Improves response time and user satisfaction with faster, accurate replies.
  • Increases operational efficiency by allowing agents to focus on complex issues while BMC HelixGPT handles common queries.

Scenario

Scenario

Susan, a Service Desk Manager at Apex Global, is focused on improving efficiency and user satisfaction across IT support operations.

The IT Service Desk receives thousands of incident reports via email daily, such as password resets, VPN issues, or software installation requests. To reduce the workload on human agents and improve response times, Apex Global uses the BMC HelixGPT-based email response feature.

When employees email the service desk, the system uses Service Collaborator to understand the incident, match it with relevant knowledge base articles, and send back a tailored response. This response includes a brief summary of the incident, a recommended solution, and a link to resolve the incident if the recommended resolution helped. The automation handles common tickets like password resets or connectivity problems, allowing the team to maintain high service levels without manual intervention.

Workflow

The following image shows the workflow of responding to inbound emails by using Service Collaborator:

Workflow of automatic response to inbound emails

Refer to the following topics to learn how to enable and use Service Collaborator to automatically respond to inbound emails:

TaskReference
Enable automatic response to inbound emails using Service Collaborator.Enabling automatic responses to inbound emails using Agentic AI

 

 

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