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Automating Resolution of IT Support with Chatbots
Originally aired:
About the Session
Conversational interfaces (aka Chatbots) can deflect tickets from IT helpdesk by encouraging self-service and increasing automation. In this presentation, Freshworks will talk about the new Virtual Agent feature in Freshservice product. We will describe the design considerations for building a virtual agent, the machine learning pipeline, and the feedback system that improves the virtual agent experience. We will cover implementation details of some common Natural Language Processing (NLP) ideas that we have implemented in Freshservice Virtual Agent such as domain specific Named Entity Recognition system and Text Classification.
Automating Resolution of IT Support with Chatbots
Originally aired:
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