Chatbot Based Solution for Supporting Software Incident Management Process
This work addresses the problem of improving efficiency in software incident management for IT specialists, but it is incremental as it applies existing chatbot technology to a specific domain.
The authors proposed a set of platform-independent steps for implementing a chatbot to support decision-making in software incident management, based on the ITIL framework, and detailed the solution using DialogFlow with conclusions from an experiment.
A set of steps for implementing a chatbot, to support decision-making activities in the software incident management process is proposed and discussed in this article. Each step is presented independently of the platform used for the construction of chatbots and are detailed with their respective activities. The proposed steps can be carried out in a continuous and adaptable way, favoring the constant training of a chatbot and allowing the increasingly cohesive interpretatin of the intentions of the specialists who work in the Software Incident Management Process. The software incident resolution process accordingly to the ITIL framework, is considered for the experiment. The results of the work present the steps for the chatbot construction, the solution based on DialogFlow platform and some conclusions based on the experiment.