![]() You can check out how that's implemented in the actions.py file. Once the user's details have been collected through the form, the Service Now integration sends an API request to create the incident report. This allows the IT Helpdesk bot to extract as much information as possible from the user message while keeping the number of actions and responses low. The IT Helpdesk chatbot uses multiple intents to trigger a form that collects the user's ticket information, which allows it to pre-populate certain fields based on the intent. It can also pre-populate the title of the incident report based on the user's initial request (e.g. When connected to a live Service Now instance, it checks to see if the user's email address already exists in the database. The IT Helpdesk bot can also validate information input by the user. If the chatbot is connected to a live Service Now instance, it will open a ticket and return the incident number to the user. If you run it without, in "local" mode, the chatbot will collect the user's information and summarize the details back to the user. You can run the IT Helpdesk assistant with or without connecting it to a live Service Now instance. The assistant understands multiple ways a user might express the need to open a helpdesk ticket, for example, "I need to reset my password," "I have a problem with my email," or even simply "help me." A user can also request to open a ticket directly. The IT helpdesk chatbot's primary skill is to create a ticket through Service Now. Looking for starter packs for other use cases? We've also open sourced a Financial Services demo assistant and a medicare locator assistant, which can locate nearby hospitals and nursing facilities. ![]() You can fork the starter pack and build on top to extend it and add your own features. This assistant is a great starting point for building an IT helpdesk chatbot of your own, or you can use it as a reference for integrating a customer service ticketing system. The IT Helpdesk chatbot can open an incident report via a Service Now integration, and the code is open source and available on GitHub. We've released another new Rasa starter pack, an IT helpdesk chatbot. ![]()
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