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BMC Helix Virtual Agent

Leverage award-winning chat and knowledge solutions to bring intelligent self-service to life

Video:

BMC Helix Virtual Agent (1:51)

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Analyst report:

Forrester Wave™: Enterprise Service Management, Q4 2023

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BMC Helix Virtual Agent combines intelligent knowledge management services with natural language and contextual conversation so that users can resolve issues quickly and efficiently.

Deliver fast and accurate responses to users

  • Consumer-like experience: BMC Helix Virtual Agent is tailored to platforms and devices employees are already using
  • Channel of choice: Communicate in familiar messaging tools like Slack, SMS, MS Teams, Skype for Business, and Progressive Web
  • Cognitive search: Search across unstructured and structured data and across multiple knowledge bases
  • Line of business (LOB) support: Enable specialized chat tailored to the needs of each LOB (Operations, HR, Facilities, etc.)
  • Service delivery: Simplify and speed delivery of services from your BMC Helix Digital Workplace catalog with customizable workflows
  • Performance measures: Increase accuracy through end-user surveys and Smart Reporting
  • Available with BMC Helix Digital Workplace and BMC Helix Business Workflows
  • Use directly from a mobile device without an additional app
    Use directly from a mobile device without an additional app
  • Search across multiple data types and knowledge bases
    Search across multiple data types and knowledge bases
  • Interact and manage operational resources all within the chat
    Interact and manage operational resources all within the chat
  • Submit service requests directly from chat
    Submit service requests directly from chat
Agent Assist

Boost productivity with advanced Knowledge Management services

  • Auto-translation into more than 100 languages
  • AI-powered search tuned for increasing accuracy
  • Predictive insights through advanced reports and analytics
  • KCS® v6 Verification to ensure knowledge stays current and relevant
  • Seamless integration across all channels

Winner of the 2020 AI Breakthrough Award

AI_Breakthrough_Award_2020_Badge

Learn how BMC Helix Virtual Agent can help transform your organization

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Two ways to revolutionize the employee experience

Find information and request services through any channel, from web to mobile to cognitive chatbot

Omni-channel Experience

BMC Helix Virtual Agent makes it easy for employees to access IT information and services using natural language, across any channel they choose, without even leaving their current application.

  • Intelligent: Predictive analysis provides fast and accurate results
  • Conversational: Virtual agents understand your queries
  • Personalized: Chatbots provide relevant and targeted information

Standardize and extend processes to make existing services better, and easily scale new ones

Seamless Service Delivery

AI-powered experiences make it easier for IT to deploy services, and easier for users to adopt them. As an effective and popular self-service channel, chatbots also ease the burden on service desk staff while improving user satisfaction.

  • Consumer-like experiences tailored to platforms employees are already using
  • Self-service powered by context-aware devices and predictive analytics resulting in fewer service desk calls
  • More flexibility when accessing knowledge and submitting service requests
Video:

Sneak peek: Learn strategies that empower employees with self-service.

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“Cognitive chatbots will be a key component to enabling a streamlined and cost efficient end user experience.” — Pauline Mulvey, VP Enterprise Business Technology, Mitchell International

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Getting started with BMC Helix Virtual Agent is easy

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