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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, 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.

Related topics

Enabling Agentic chat for BMC Helix ITSM

Searching for information by using Agentic chat

Scenarios

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

PersonaScenario
Carl (Service desk agent)Restore access through the incident and change correlation
Carl, a service desk agent at Apex Global, uses Agentic chat to investigate a user access issue. He queries related incidents, change requests, and asset relationships, and identifies a recent configuration change that revoked access. He uses the inline links to quickly navigate records and coordinate with the support team to restore access for multiple affected users.
Susan (Service desk manager)Regional incident spike analysis
Susan, a service desk manager, notices a surge in Outlook-related incidents in Europe. She queries Agentic chat for incident and change data, reviews asset context, and identifies the root cause. With direct access to linked records, she initiates a rollback without needing additional reporting tools.
Rahul (Change coordinator)Monitor high-risk change requests
Rahul, a change coordinator, tracks high-priority change requests using Agentic chat. He explores related incidents and asset details, then coordinates with support teams using inline links to streamline risk mitigation and response.

To explore the full range of capabilities offered by Agentic chat, see Configuring Agentic chat for BMC Helix ITSM.

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

 

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

BMC Helix ITSM 25.4