Introducing HCL BigFix AEX v12: Agentic AI Platform for Enterprises

The future of enterprise automation isn’t about adding yet another chatbot or bolt-on copilot. It’s about giving organizations the ability to design, build and govern true autonomous AI agents that can sense, reason and act across IT, HR, finance, operations, and beyond. With HCL BigFix AEX v12, we’re not just releasing new features - we’re redefining how enterprises can harness Agentic AI to achieve scale, resilience and productivity like never before.

It is a unified AI platform that combines automation, orchestration, and intelligent conversation in one solution. With its visual Agentic AI Studio, teams can design and deploy AI agents quickly - no complex coding required.

From voice-driven support to self-healing workflows and multi-agent coordination, AEX v12 helps companies cut manual effort, speed service delivery, and improve performance at scale. Behind the scenes, its human-like digital agents act as a proactive digital assistant, keeping operations smooth and responsive.

Why AEX v12 Matters

Enterprises today face sprawling tool stacks, rising IT support costs and escalating employee expectations. Traditional chatbots pose as a conversational AI platform, but they provide answers without delivering any real insight. Point solutions automate one workflow but cannot scale across domains.

AEX v12 changes that. It is not just another virtual agent – it is a complete Agentic AI Platform engineered to let enterprises design, govern and scale AI agents with enterprise-grade control and security.

With agentic intelligence at the core, AEX agents do more than respond. They:

• Act autonomously with AI Agent Builder – Use the no-code/low-code drag-and-drop studio to design and launch agents quickly, without relying on deep technical skills.
• Reason across tools with a unified catalog – Tap into 50+ prebuilt integrations or create custom ones so agents can connect IT, HR, finance, and other enterprise business functions seamlessly.
• Collaborate as multi-agent systems – Enable multiple agents to work together on complex workflows, from onboarding new employees to handling finance approvals or incident response.
• Engage through multiple channels – Agents interact naturally across chat, voice, and enterprise applications, meeting employees where they work, acting as an Agentic AI Assistant that supports every interaction.
• Operate with guardrails – Enterprise-grade controls like observability, RBAC, and compliance ensure every action is governed, secure, and transparent.

A Unified, All-in-One Platform

HCL BigFix AEX v12 isn’t just a bundle of tools, it’s an integrated, enterprise-grade foundation where digital employee experience (DEX), conversational virtual agents (CVA), AI service management automation (AISM), and an Agentic AI Platform come together. 

The result:

• One intelligent entry point for automation, conversations, and orchestrated workflows across IT, HR, finance, and operations.
• Proactive and predictive support for employees, from self-healing endpoints to voice-driven field help, all with built-in governance and enterprise security.
• Rapid deployment and adoption, thanks to no-code templates, pre-integrated connectors, and an open approach to model and platform interoperability.

How AEX Powers Every Enterprise Need

What does agentic intelligence actually look like in action? With HCL BigFix AEX v12, each pillar - DEX, CVA, AISM, and Agentic AI - comes to life through tangible, everyday solutions that address pressing enterprise challenges. 

Unifying Conversational AI, ITSM, AEM, and Employee Experience in one intelligent fabric, AEX delivers purpose-built agents designed to automate, assist, and elevate performance across every business function.

Conversational AI

• Virtual Agent and Chatbot: Instantly resolve IT and HR queries, answer policy FAQs, and deliver self-service support across chat, voice, and IVR.
• Self-Service Password Reset & Account Unlock: Empowers secure, conversationally driven user access recovery—reducing workload for IT support.
• Productivity Automation: Automate meeting room booking, Out-of-Office notifications, and real-time employee scheduling via natural conversations or chat.
• Guided Troubleshooting: Walk users through device issues, initiate incident tickets, and escalate complex cases efficiently.

AISM (AI in IT Service Management)

• Incident Classification & Routing: Autocategorizes, prioritizes, and assigns tickets, boosting response accuracy and resolution speed.
• Root Cause Analysis Agent: Accelerates incident diagnosis and closure by leveraging past data and automated knowledge recall.
• Change & Service Request Management: Validates change impact, automates approvals, and fulfills standard requests like access, installs, and password resets.
• SLA and Major Incident Management: Monitors SLAs, orchestrates response, and escalates high-impact incidents to avert breaches.

AEM (Autonomous Endpoint Management)

• Self-Heal Endpoints: Proactively detects and resolves device, compliance, and patching issues with platforms such as BigFix and Intune.
• Automated Patch, Compliance, and Remediation: Continuously assures endpoints are updated and audit-ready through automated patch deployment and reporting.
• Asset & Provisioning Automation: Enables zero-touch VM creation, software installs, license audits, and asset discovery for always-on management.
• Dynamic IT Service Requests: Accelerates approvals and responses for endpoint-related service requests.

Digital Employee Experience

• Onboarding & Offboarding Automation: Orchestrates streamlined onboarding, secure access provisioning, mailbox/VPN setup, and exit flows—integrating HR and IT systems.
• Personal Digital Assistant: Provides self-service for HR queries, document access, compliance validation, and leave management in one seamless experience.
• Sentiment & Feedback Analytics: Captures user feedback, surfaces CSAT insights, and empowers continuous improvements in employee support.
• Learning and Compliance Agents: Tracks required training, validates certifications, and keeps employees productive and compliant.

AEX v12’s intelligent fabric enables both business and IT teams to simplify, automate, and enhance the most important workflows, transforming daily enterprise and employee experiences at scale.

What’s New in our Agentic AI Platform?

This release strengthens the Agentic AI Platform with innovations designed to accelerate enterprise adoption.

• Build sophisticated AI agents in minutes with Agentic AI Studio (AI Agent Builder) - a no-code/low-code visual designer with drag-and-drop canvases, reusable templates, and enterprise-ready governance.
• Accelerate innovation securely using the Tools Catalog and Custom Tool Creation, which includes 50+ prebuilt connectors plus support for integrating ITSM, HRMS, ERP, CRM, SecOps, and in-house APIs.
• Coordinate complex workflows seamlessly through Multi-Agent Orchestration, where specialized agents collaborate on processes such as onboarding, finance approvals, or incident response.
• Bring any model to production faster with Model Context Protocol (MCP) support, enabling agents to connect securely with external APIs and enterprise systems while maintaining consistent governance.
• Extend AI support to the frontline with AI Voice Agents, delivering hands-free, natural interactions for field technicians, sales teams, and mobile workers.
• Resolve issues automatically and reduce downtime with Enterprise Copilot Modules, where Self-Heal, Agent Assist, and Conversational Virtual Agent (CVA) now operate in a closed-loop system to detect, resolve, escalate, and learn.
• Adopt AI with confidence at scale through Enterprise-Grade Security and Governance, backed by AES-256 encryption, zero-trust design, risk management, and compliance certifications.

The Impact: Real-World Outcomes

• 30% lower help desk costs through self-healing endpoints and AI-driven self-service
• 88% first-call resolution with AI-guided responses and predictive routing
• 85% faster workflow rollouts with no-code agent studio and prebuilt templates
• 98% enhanced customer satisfaction driven by AI-enabled support experiences
• 60% increase in SLA adoption rate through consistent, automated policy enforcement

Why Enterprises Choose AEX

• Unified AI Platform – AEX isn’t a patchwork of bots and scripts. It consolidates Conversational Virtual Agent (CVA), Self-Heal, Voice, Agent Assist, Agentic AI Assistant capabilities and Workflow Orchestration into one all-in-one enterprise AI solution, so employees have a single intelligent entry point.
• Autonomy with Enterprise Control – AEX handles entire processes end-to-end while keeping organizations in control, helping teams cut manual effort, speed service delivery, and maintain enterprise-grade oversight and compliance.
• Cross-Functional Flexibility – From IT operations and HR onboarding to finance approvals and SecOps remediation, AEX adapts to departmental needs while scaling seamlessly across the enterprise, functioning as Employee Experience Software that improves support for HR, finance, and beyond.
• Future-Proof AI Stack – Multi-model support (OpenAI, Anthropic, Gemini, Mistral, Meta, AWS Bedrock) ensures organizations are never locked into one vendor and can evolve with the fast-moving AI landscape.
• Enterprise-Grade Security and Governance – Zero-trust identity, role-based access control, and AI risk management safeguard even regulated industries, ensuring a secure and compliant AI employee experience.
• Rapid Time-to-Value – Ready-to-use templates, no-code tooling, and prebuilt integrations accelerate go-live in weeks - not the 10–12 month cycles of legacy automation platforms.

AEX v12: Future-Ready Today

Agentic AI is becoming the enterprise standard, and an Agentic AI Platform is at the core of this shift. According to industry research, 80% of AI-native companies are already building agentic workflows. With AEX v12, enterprises don’t just keep pace – they leapfrog.

Instead of juggling siloed copilots, fragmented chatbots and complex scripting tools, organizations now have one unified AI platform to design, orchestrate and govern intelligent agents at scale. Whether deployed as SaaS, hybrid, or on-prem, AEX ensures enterprises can embrace autonomy with trust, flexibility and measurable outcomes.

Experience the Power of Agentic AI

HCL BigFix AEX v12 isn’t just a product launch – it’s the foundation for how modern enterprises will run:

• Smarter – agents that reason, learn, and continuously improve
• Faster – automation that accelerates outcomes, not just conversations
• More Autonomous – workflows that self-orchestrate, self-heal, and scale enterprise-wide

Ready to reduce IT support costs, accelerate employee support automation and unlock predictive, proactive operations?

Request a demo of our Agentic AI Platform now.