Bots

[Prathmesh Patel]

Hi, is there any things planned to integrate Bots within Service Manager?

[Gerry]

@Prathmesh Patel

Would you care to expand on what you are trying to achieve, what kind of bots? are are talking about? Perhaps an example scenario or an explanation of what business problem your are trying to solve? 

Gerry

[Prathmesh Patel]

Gerry

Chat bots, which conducts a conversation via auditory or textual methods. This can then determine where a ticket needs to be referred to, or can point the user in right direction. 

Prav

 

[Gerry]

Prathmesh,

Thanks for the clarification. It snot something we currently have in our short term roadmap but it is something we would like to investigate. As of today, while chatbots are often referred to as AI technology, in truth they are not that intelligent and require a lot of programming/teaching and only handle very specific lines of questioning. The challenge with these types of systems is to make them friendly enough to teach so its not a full time job just maintaining the thing.  One of the better ones I believe is powered by IBM Watson but you only need to sign up and look at the tools used to create a conversation paths to realise just how complicated even the most basic of system teaching is. I will ask some questions internally and find out what we have/have not considered so far.

Gerry