Learn more about the Service Collaborator agent is an AI assistant that empowers first-response teams by integrating generative AI into service management.
It uses a conversational search model to provide immediate, relevant answers, reducing manual effort and speeding up resolution.
|
Feature |
Summary of Functionality |
|
Agent Assist |
Helps agents get quick answers from knowledge articles, incidents, changes, and other ticket types via conversational search. |
|
Agentic Chat |
Answers user questions in natural language by leveraging a broader context of information. |
|
Intelligent Routing |
AI-based auto-assigns the correct support group to a ticket based on the summary, description, and other attributes. |
|
Intelligent Categorizations |
AI-powered auto-assigns categories and services to tickets for faster and more accurate routing. |
|
Smart Resolutions |
Auto-generates resolution notes by summarizing activity logs and work notes in incidents, eliminating boilerplate sentences. |
Pre-requisites :
Licensing and Entitlements
- Core License: You must have an active license for the BMC Helix Service Management service (either Standard or Advanced).
- AI Entitlement: You must be entitled to use BMC HelixGPT.
- LLMs: you must provide your own LLM, along with the corresponding API key and Endpoint URL.
- Supported LLMs
- OpenAI : GPT4.1
- Google : Gemini 2.0 flash
- Meta : Llama 4
Version Requirements
Your software components must be at these versions or higher:
- BMC Helix Service Management: Version 23.3.x or higher.
- BMC HelixGPT Agent Studio: Version 25.3.x or higher.
Knowledge and Data Sources
The feature relies on well-managed, published knowledge to function:
- Knowledge Base: You must have a well-managed knowledge source.
- ITSM Knowledge: This source must include published knowledge articles from BMC Helix ITSM: Knowledge Management.
- Incident Data: Knowledge articles that are associated with closed incidents from BMC Helix ITSM must be available.
- (Optional) ComAround Data: Published knowledge articles from BMC Helix Knowledge Management by ComAround must be configured as a data source
Technical & Administration
- Interface Technology: Progressive Web Application (PWA) must be enabled in your environment.
- Admin Access: The HGM Admin role is required to access the administrative interface for this feature.