A Virtual Chatbot for ITSM Application

TLDR: In this paper, a chatbot can process input using Natural Language Processing and generate a relevant response which will help the end user to solve his query, the chatbot makes decisions itself to answer user's query with the help of the neural network.

Abstract: In the current scenario, the end user of Information Technology Service Management application in software companies has to keep on searching the solution for problems he is facing or else finally create a ticket since he cannot collaborate with the system by asking questions and getting relevant answers. As a solution to this, we aim to design a chatbot that will be specifically tailored for software firm employees. The chatbot can process input using Natural Language Processing and can generate a relevant response which will help the end user to solve his query. The chatbot makes decisions itself to answer user's query with the help of the neural network. It will also remember the context of the conversation and perform tasks such as creation of ticket on behalf of the user.