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Abstract(s)
Atualmente, múltiplas empresas fazem uso de sistemas Helpdesk para resolução de problemas relacionados com produtos e/ou serviços externos ou internos à empresa. No entanto, estes sistemas apresentam várias falhas ao nível de resolução de problemas devido a falhas na aquisição de dados do problema, tempo de resposta e processos repetitivos realizados pelos gestores de helpdesk. Esta tese propõe uma possível resposta a estes problemas: um Sistema Chatbot HelpDesk. Um sistema capaz de automatizar os processos de helpdesk de resolução de problemas a partir de uma base de conhecimento de problemas e suas resoluções. Neste sistema Chatbot HelpDesk um gestor de helpdesk é responsável pela gestão da BD do chatbot, dos seus problemas conhecidos e resoluções. Estes dados são utilizados na construção do sistema de conversa e através deste último, seria efetuada a recolha de informação relativamente ao problema apresentado pelo utilizador cliente e se possível realizada a sua resolução, nos melhores cenários, sem intervenção humana. Neste documento é relatada a pesquisa sobre o valor que este projeto representa no mercado, as decisões tomadas perante as várias opções identificadas que levaram à seleção desta solução, processo de design do produto e procedimentos de avaliação planeados para testar a eficácia no mesmo. Através dos testes de avaliação da solução realizados, concluiu-se que esta solução seria capaz de automatizar em média 56% do trabalho realizado pelo ser humano e reduzir radicalmente o tempo de resolução de grande parte dos problemas.
Currently, multiple companies make use of Helpdesk systems to solve problems related to products and/or services external or internal to the company. However, these systems have several troubleshooting failures due to failures in the problem data acquisition, response time, and repetitive processes performed by helpdesk managers. This thesis proposes a possible response to these problems: a Chatbot HelpDesk System. A system capable of automating problem-solving helpdesk processes from a knowledge base of problems and their resolutions. In this Chatbot HelpDesk system a helpdesk manager is responsible for the chatbot's DB management, its known issues and resolutions. These data are used in the construction of the chat system and through the latter, would be collected information about the problem presented by the client user and if possible solved, in the best scenarios, without human intervention. In this document will be reported the research on the value that this project represents in the market, the decisions made before the various identified options that led to the selection of this solution, product design process and evaluation procedures planned to test the effectiveness in the same. Through the evaluation tests of the solution, it was concluded that this solution would be able to automate on average 56% of the work done by humans and radically reduce the resolution time of most problems.
Currently, multiple companies make use of Helpdesk systems to solve problems related to products and/or services external or internal to the company. However, these systems have several troubleshooting failures due to failures in the problem data acquisition, response time, and repetitive processes performed by helpdesk managers. This thesis proposes a possible response to these problems: a Chatbot HelpDesk System. A system capable of automating problem-solving helpdesk processes from a knowledge base of problems and their resolutions. In this Chatbot HelpDesk system a helpdesk manager is responsible for the chatbot's DB management, its known issues and resolutions. These data are used in the construction of the chat system and through the latter, would be collected information about the problem presented by the client user and if possible solved, in the best scenarios, without human intervention. In this document will be reported the research on the value that this project represents in the market, the decisions made before the various identified options that led to the selection of this solution, product design process and evaluation procedures planned to test the effectiveness in the same. Through the evaluation tests of the solution, it was concluded that this solution would be able to automate on average 56% of the work done by humans and radically reduce the resolution time of most problems.
Description
Keywords
HelpDesk Chatbot Inteligência Artificial Microsoft Bot Framework Microsoft LUIS C# Azure Cloud Computing Artificial Intelligence