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Title:
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DESIGN AND IMPLEMENTATION OF A CHATBOT AS A TOOL TO ASSIST A HELPDESK TEAM |
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Author(s):
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Diogo Pinto Ribeiro, Ana Anjo and Pedro Rangel Henriques |
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ISBN:
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978-989-8704-44-3 |
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Editors:
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Hans Weghorn and Pedro Isaias |
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Year:
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2022 |
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Edition:
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Single |
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Keywords:
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Chatbot, Helpdesk, Knowledge Bases, Conversational Agent, Rasa |
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Type:
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Full Paper |
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First Page:
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139 |
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Last Page:
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147 |
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Language:
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English |
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Cover:
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Full Contents:
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click to dowload 
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Paper Abstract:
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The existence of internal helpdesk teams is a common occurrence in companies nowadays, especially when considering the IT sector. These teams are an expensive resource and are only able to serve a limited number of users at a given moment, which evidences the importance of helpdesk teams operating as efficiently as possible. A common occurrence in the daily operations of these teams consists in the existence of a set of repeated tasks that could be automated through the usage of a chatbot capable of acting on behalf of helpdesk team members. By allowing a chatbot to perform some of these repeated actions, helpdesk teams are able to focus on other tasks, thus allowing to increase their productivity. Additionally, the usage of chatbots to assist a helpdesk team creates a highly available tool, capable of giving answers in a short time frame. In this paper, the design and implementation of such a tool is presented, including concepts and approaches related to chatbot development. As a result, a fully functional chatbot named Triton was produced, capable of helping employees of a consulting company with helpdesk-related problems and questions. |
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