DESIGN AND IMPLEMENTATION OF A CHATBOT AS A TOOL TO ASSIST A HELPDESK TEAM

Abstract

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.