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.

Agentic Chat for Service Desk Efficiency

Agentic Chat is enabled by default and offers a conversational interface that allows service desk agents and managers to quickly access information from published knowledge articles, incidents, and change requests using natural language queries. Instead of manually searching or relying on others, users can ask specific questions and receive reliable, summarized answers with inline links for easy navigation.

Key benefits:

Reliable Information: Answers are sourced directly from published knowledge articles, ensuring accuracy and transparency.
Improved Navigation: Inline links to incidents, change requests, and user profiles streamline access to relevant data.
Enhanced Self-Service: Service desk managers and change users can independently retrieve real-time information, reducing dependency on agents.
Increased Productivity: Faster access to information enables quicker analysis, decision-making, incident resolution, and risk mitigation—boosting overall efficiency and customer satisfaction.

Scenarios

The following scenarios provide examples of how Agentic chat assistance can empower service desk agents to resolve complex access issues swiftly and efficiently:

Scenario: Correlate incidents and changes to restore user access

Carl, a service desk agent at Apex Global, receives a call from an employee facing issues with accessing the enterprise knowledge system.
He also wants to investigate a related incident and its support group details. He asks Agentic chat to show related change requests for the incident, the support group responsible, and the list of people in that group. He finds that there is a recent configuration change done to the knowledge system that accidentally revoked his access. He is now able to work with the respective team and get his access restored. This issue had also affected several other users whose access is now restored back to normal. The chat provides inline links to the incident, change, and person records, allowing Carl to quickly navigate and correlate multiple incidents for faster resolution.

Scenario: Analyze and resolve regional incident spikes

Susan, a service desk manager at Apex Global, notices a spike in Outlook-related incidents from the Europe region over the past week.
She uses Agentic chat to ask for a list of such incidents and the changes implemented for Outlook in that region during the same period.
The chat returns real-time results, including inline links to the relevant incidents and change requests.
Susan clicks through the links, reviews the changes, identifies the one that triggered the issue, and initiates a rollback, without needing to rely on agents or reporting tools.

Scenario: Monitor high-risk change requests and coordinate support groups

Rahul, a change coordinator at Apex Global, wants to monitor high-priority change requests with Risk Level 4.
He types his query in Agentic chat and receives a real-time list of matching change requests, complete with inline links for quick access.
He also explores related incidents and support group details by asking follow-up questions.
Agentic chat provides the support group information and the list of people in those groups, helping Rahul coordinate more effectively and mitigate risks proactively.

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.	Enabling 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