To understand how AI-based chatbots are transforming customer service in the IT industry.
To evaluate the capabilities of chatbots in handling technical queries, support tickets, and user interactions.
To analyze the technologies behind chatbot development, including NLP, machine learning, and intent recognition.
To assess the benefits, limitations, and user satisfaction associated with AI chatbots in IT support environments.
To recommend strategies for designing, implementing, and improving chatbot effectiveness in IT service delivery.
Conduct a literature review on the evolution of AI chatbots and their use in IT service management.
Study chatbot frameworks and platforms (e.g., Dialogflow, Microsoft Bot Framework, IBM Watson Assistant).
Design and develop a prototype chatbot to handle common IT service requests (e.g., password reset, software troubleshooting, ticket status).
Implement Natural Language Processing (NLP) capabilities to interpret user intent and generate accurate responses.
Evaluate chatbot performance using key metrics such as response time, resolution rate, and user satisfaction.
Identify challenges in chatbot adoption, such as handling complex queries, user trust, and integration with existing ITSM systems.
Prepare a detailed report with design methodology, testing results, feedback analysis, and strategic recommendations for improving chatbot services in the IT sector.
