Commonly known as
TickBOT
Brief Description
As L1 service desk collects mostly routine information without much analysis of the problem, even machine with limited intelligence can execute the same tasks without human intervention. AI and Automation perspectives through BOT based approach is a good fit for this. Ticketing BOT or TickBOT would work through Chat base mode over various channels like web portal, corporate messaging tools like skype, SMS based conversation, Facebook messenger etc. TickBOT will communicate in simple colloquial language but using natural language processing will process those in a structure fashion in conversation with the user and will dig through past incident data and its documented resolutions to ensure that already available resolutions are utilized to offer solutions to users upfront at L1 level itself rather than moving to L2 SMEs.
In case, the problem is not resolved by BOT in L1 level, it TickBOT will raise a L2 ticket proactively on behalf of user.