Next Level Chatbot: Expert Advisory Solution

Automation has been ubiquitous as it has been proven to accelerate the whole process in any industry, including the service desk environment. The goal of this research is to improve the current automation model that has been implemented in the service desk industry. By combining the chatbot function, it will simplify the platform for the users to raise their issues, and if possible, the request will automatically be resolved without needing any human interaction.

The chatbot will be designed to assist the user in automatically completing several Level 1 (L1) requests in the Information Technology Infrastructure Library (ITIL) framework, which consists of simple service desk requests that do not require any complex troubleshooting, such as password reset or update account details. A new ticket will then be created for each completed request to the ticketing system. Additionally, the chatbot will also be able to create a ticket to the service desk ticketing system for any request that cannot be automated, which then will be actioned by the human technician.

The anticipated outcome of the project is to provide a change in the service desk system as it would optimise resource utilisation, minimise waiting time, and improve customer satisfaction, which will benefit the organisation in the long run.