Chatbot Based Solution for Supporting Software Incident Management Process

TL;DR

This paper proposes a structured, platform-independent approach for developing chatbots to support decision-making in software incident management, demonstrated through an experiment based on the ITIL framework.

Contribution

It introduces a set of adaptable, step-by-step guidelines for building chatbots to enhance software incident management processes, emphasizing continuous training and interpretation of specialists' intentions.

Findings

Successful implementation of a chatbot using DialogFlow platform

Improved decision support in software incident management

Guidelines for continuous chatbot training and interpretation

Abstract

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.