Artificial Intelligence and Communication Technologies
An Overview of the Necessary Technologies and Implementation of an AI based Help Desk
Authors: Prachee Adoni, Esha Chiplunkar, Sumedha Joshirao, Aishwarya Tonpe and Varsha Pimprale
Publishing Date: 28-11-2022
ISBN: 978-81-955020-5-9
Abstract
A help desk is a platform used to maintain a huge customer base along with maintaining the goodwill of the company among the customers. Identification of the various issues and solutions, ways to fix the issues, customer feedback, along with the problems arising while the IT vendors are trying to develop solutions becomes easier and feasible. Managing all the requests sent to the help desk is a tedious task for the developers and the managers of the help desk due to the heavy flow of incoming queries. Thus, we have proposed a solution which automates this process and minimizes the processing time and resources for incoming requests. The solution uses an Artificial Intelligence (AI) based chatbot, which would be hosted on the company’s website and an email automation system. All the primary customer queries like basic product information would be handled by the chatbot at the company’s website level which will reduce the load on the email system. All the incoming emails would be answered in a systematic, real time manner by the email automation system. We have also built a User Interface (UI) where all the email logs would be visible to the concerned authorities, which provides them a complete authority over the functioning of the system. Thus, this solution provides a consistent way to reduce human costs that incur to the company and aims at targeting maximum customer satisfaction using applications of Artificial Intelligence, Natural Language Understanding (NLU), Natural Language Processing (NLP), Optical Character Recognition (OCR) etc.
Keywords
AI, help desk, chatbot, email, Python, OCR, database
Cite as
Prachee Adoni, Esha Chiplunkar, Sumedha Joshirao, Aishwarya Tonpe and Varsha Pimprale, "An Overview of the Necessary Technologies and Implementation of an AI based Help Desk", In: Saroj Hiranwal and Garima Mathur (eds), Artificial Intelligence and Communication Technologies, SCRS, India, 2022, pp. 553-561. https://doi.org/10.52458/978-81-955020-5-9-53