Service Needs

Reference No.

N-0016

Title

Integration of Chatbot with Service Call System

Business Needs / Challenges

IT Hotline service availability hit limits when number and complexity of systems are climbing.    Integrate chatbot services with service call system to automate certain repetitive IT queries and tasks (e.g. password reset, consumable replacement requests) to enhance IT support service and improve work efficiency.

Application Areas

Infrastructure

Expected Outcomes

(1) Allow users to communicate with Chatbot such that it can understand users’ service requests and submit into the existing service request system. 
(2) Allow users to retrieve the status of their service requests, the availability of systems and scheduled maintenance via the Chatbot.

Technologies to be Used

Artificial Intelligence (AI)
Data Analytics
Machine Learning
Natural Language Processing