Chatbot Based on Conversational Artificial Intelligence for the Attention of an IT Service Desk in Florida
Juan O. Torres, Valeria X. Barraza, Pedro Castañeda · 2024
The rapid digitalization of businesses, driven by the pandemic, has transformed the way IT services are managed. Due to the significant increase in demand for IT support, especially in the field of Service Desk, efficient solutions are required to maintain service quality without incurring excessive costs. In this context, this work proposes a solution based on artificial intelligence (AI): the implementation of a chatbot using Dialogflow. Experiments were conducted to evaluate its performance, including user surveys and data analysis. The results revealed that, on average, users experienced a 20% increase in satisfaction when using a chatbot to solve problems. For expert users, the increase in satisfaction was 12% in terms of efficiency. Additionally, a cost savings of 42.26% is projected, compared to hiring additional personnel. These findings highlight the importance of AI-based solutions in improving IT services. This, in turn, offers the opportunity to expand customer service availability, automate repetitive tasks, and lighten the IT support workload, resulting in more efficient and cost-effective resource management.