Implementation of Chatbot for ITSM Application Using IBM Watson

Abstract

In the current scenario, the end user of Information Technology Service Management (ITSM) application in software companies has to keep on searching the solution for problems he is facing or else finally generate a ticket since he cannot collaborate with the system by asking questions and getting relevant answers. As a solution to this, we aim to design a chatbot that will be specifically tailored for software firm employees. The chatbot can process input using Natural Language Processing (NLP) and can generate a relevant response which will help the end user to solve his query. The chatbot makes decisions itself to answer user's query with the help of the IBM Watson Conversation APIs. It will also remember the context of the conversation and perform tasks such as creation of ticket on behalf of the user.