Transforming service management with agentic AI

Delivering efficient and intuitive service management is not just a convenience, it’s a necessity. IT executives are seeking solutions that improve how employees interact with IT and enterprise services. From productivity tools to self-service capabilities, new AI-powered solutions promise to deliver better user experiences, boost productivity, and improve overall business outcomes.

The evolution of service management

Service management has come a long way from its roots in basic ticketing systems and manual processes. Employees often faced slow resolution times and limited access to information, which hindered productivity. Over time, advancements like knowledge bases, workflow automation, and primitive chatbots improved service delivery but fell short of meeting the demands of a modern, digital workforce.

Generative AI changes everything. This technology enables conversational interfaces that provide employees with immediate access to information, recommended actions, and insights, without the need for tedious searches or long waits. Employees are now able to engage with IT systems naturally and efficiently, making service interactions faster and more productive.

The future holds even greater potential. AI-powered solutions are evolving to anticipate employee needs, perform tasks autonomously, and deliver more personalized, human-like interactions. These advancements are reshaping the way organizations approach service management, setting a new standard for efficiency and satisfaction.

Empowering employees with conversational AI

One such solution, BMC HelixGPT Employee Navigator, uses agentic AI to transform how employees interact with IT and enterprise services. HelixGPT Employee Navigator combines cutting-edge technology with user-centric design to improve employee self-service experiences, increase agent productivity, and deliver better outcomes.

Using natural language processing (NLP) and a conversational user interface (UI), BMC HelixGPT Employee Navigator enables employees to interact with enterprise service tools as easily as speaking with a colleague. The technology delivers:

• Enterprise-wide knowledge access: BMC HelixGPT consolidates information from diverse sources, including knowledge bases, internal platforms, and third-party tools. Whether an employee needs a concise summary of an HR policy in SharePoint or a VPN troubleshooting guide from the service desk, HelixGPT delivers accurate and actionable insights in seconds.
• Timely resolutions: The platform’s ability to interpret intent and provide precise answers speeds up request fulfillment, so employees can focus on high-value tasks rather than navigating support systems.
• Automated escalations: For unresolved queries, BMC HelixGPT facilitates targeted escalations with tickets automatically routed to appropriate teams, ensuring prompt and effective support.

This transformative approach enhances productivity and fosters more self-service, reducing dependency and workload on IT and service desk teams.

Revolutionizing agent productivity

BMC HelixGPT also equips agents to resolve issues faster and more accurately with AI-driven tools such as:

• Comprehensive visibility: Through a shared ticket console, agents access a unified view of similar incidents, outage records, and relevant knowledge articles. This holistic perspective enables informed decision-making and efficient problem resolution.
• Agent assist functionality: HelixGPT summarizes conversations and compiles historical data, giving agents instant context for ongoing issues. This eliminates redundant data gathering and accelerates resolution times.
• Advanced root cause analysis: AI-powered tools analyze service models and incident patterns, offering suggestions for root causes and preventive measures. After incident resolution, HelixGPT generates relevant summaries and knowledge articles, further enhancing organizational learning.

With these capabilities, agents spend less time on repetitive tasks and more time delivering exceptional support and working on more strategic initiatives.

Driving organizational efficiency and satisfaction

The benefits of BMC HelixGPT extend beyond individual interactions. By streamlining service management, enterprise support teams achieve operational efficiency while enhancing employee satisfaction, along with:

• Faster turnaround times: Self-service options and automated workflows reduce the time taken to resolve issues. Employees get the help they need when they need it, eliminating unnecessary delays.
• Cost savings: By minimizing the reliance on IT support and automating routine tasks, organizations can allocate resources more effectively.
• Improved employee experiences: A user-friendly interface and intuitive interactions create a positive impression, fostering trust and engagement among employees.
• Scalability across departments: BMC HelixGPT’s wide range of services caters to IT, human resources, finance, and beyond, ensuring all departments benefit from its transformative capabilities.

The future of service management: Agentic AI multiplies human productivity

The next phase in service management involves agentic AI agents that mimic human interactions. These agents will analyze user intent, draft solutions in real-time, and execute complex workflows autonomously. BMC envisions a future where these agents act as digital counterparts, offering the same expertise and reliability as a seasoned professional.

Redefining enterprise IT possibilities

BMC HelixGPT represents a shift in service management, combining conversational AI with powerful automation. By empowering employees and enhancing agent efficiency, it drives productivity and satisfaction across the enterprise.

For IT executives seeking to future-proof their organizations, BMC HelixGPT offers a glimpse into the potential of agentic AI. The question is no longer whether enterprises should adopt AI-driven service management, but how quickly they can embrace this transformative technology.

To see how BMC Helix can help you transform enterprise IT work with agentic AI, visit here for more information or contact BMC.