Incident management assistant using artificial intelligence chatbots
R. Blaj · Scientific Bulletin of Naval Academy · 2019
The implementation for the concept presented in this paper was inspired by the fact that producers or service providers who want to furnish an extraordinary experience of their product have to be available and to give support 24/7 to their customers. More and more companies are opting for Artificial Intelligent Chatbots as part of their customer service team. This project aims to optimize and automate support for customers using the ServiceNow platform with a chatbot. Customers will have their own personal assistant who will create, delete, or modify the incidents assigned to them, but can also be used for recreational purposes or weather forecasts. Users can communicate with the chatbot using natural language through various chat applications: Skype, Webex Teams or through an intelligent speaker. The objectives that are proposed: illustration of the chatbot concept, illustrating the notion of chatbot through different scenarios, approaches; integration and use of common messaging services; using a platform as a service, named Firebase; create or modify data streams structured as incidents through APIs.