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Concept/Idea: To design a chatbot that can help users/businesses 24x7 for resolving common IT related issues. It will provide links to procedures/policies helping users to answer FAQs.
Audience: IT services users, customers

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Context: IT Helpdesk is available only between 9am and 5pm Monday - Friday. Users/customers can't get any support for common IT related issues outside of the business hours. Weekend support for common IT issues and FAQs is also not available. Users has to wait for the next business day to resolve their basic/common IT related issues which is impacting on the staff performance and business revenue.

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In recent years, chatbots are being used in numerous industries including education, technology, marketing, supporting systems and healthcare ( Adamopoulou, E., Moussiades, L., 2020). They are being used by businesses to drive more revenue and improve customer support.

While conducting research to find a suitable chatbot platform of our issue, we reviewed various chatbots available in the marketplace and compared their capabilities to select the one that meets our requirements (Hwang, G.J. and Chang, C.Y., 2021).

We compared Amazon Lex, Azure Bot Service (Microsoft Bot Framework), IBM Watson and ServiceNow Now platform. IBM Watson platform was suggested by the VU as it is free and have all the capabilities required to resolve our issue. IBM Watson Assistant runs on AI and NLP which makes it stand out and provide the best services to the customers. Other features of IBM Watsons are:

Usability: The platform is much easier to configure and use. One of the best features would be a "Watson" voice feature that talks to the user and provides a solution.

AI Capabilities: These features helped to improve the customer experience because features like NLP (Natural Language Processing) make the user experience better because it matches the user input in the form of machine language.

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Solution: To resolve this issue, an online chatbot (IT Help Desk Chatbot) is proposed. IT Help Desk Chatbot will be available 24x7 to answer users FAQs and to resolve common IT related issues. Availability of 24x7 chatbot will support users and increase business revenue.
IBM Watson Assistant platform is used to design IT Help Desk chatbot.
Challenges:

Short timeframe to build a working chatbot

Inserting images with long URL

Inserting GIF files

Enabling Analytics in Watson dev site.

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Technology   IBM Watson Assistant                                                                                    

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Technology   IBM Watson Assistant                                                                                    

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To build our chatbot for IT Help Desk, we selected IBM Watson Assistant. Watson Assistant enables to build apps that include natural language processing and structured conversation. The service provides an API which you can call from an app or website to hook into a chatbot.

Watson Assistant API can:

Extract meaning from natural language

Discover patterns in data sets

Understand the "tone" of language

Translate languages

Convert text to speech and speech to text

Perform text classification

Build a virtual agent (chatbot)

Watson is more of an assistant. It knows when to seek the answer from the knowledge base, when to ask for clarity and when to lead yourself to the human.
Watson Assistant can work in any cloud-allowing businesses to bring AI to their data and apps wherever they are.

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Design                                                                   Chatbot Design Components       

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Design                                                                   Chatbot Design Components       

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To design IT Help Desk Chatbot, we created Intents, Entities and associated them with various values.
Intents: Intents are purposes or goals that are expressed in a a chatbot input to answer the question. Intents that we created for our chatbot are: #Passwords, #Helpdesk, #PCs, #Printing, #Network and Thank_you.
Entities: Entities are used for identifying interesting parts of the user's questions, such as names and dates. Some of the entities that we created are: @cables, @network, @password, @disconnected etc.

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The design was tested intensively and changes were made based on feedback.

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Hwang, G.J. and Chang, C.Y., 2021. A review of opportunities and challenges of chatbots in education. Interactive Learning Environments, pp.1-14.

Adamopoulou, E. and Moussiades, L., 2020, June. An overview of chatbot technology. In IFIP International Conference on Artificial Intelligence Applications and Innovations (pp. 373-383). Springer, Cham.

Følstad, A., Skjuve, M. and Brandtzaeg, P.B., 2018, October. Different chatbots for different purposes: towards a typology of chatbots to understand interaction design. In International Conference on Internet Science (pp. 145-156). Springer, Cham.

Almansor, E.H. and Hussain, F.K., 2019, July. Survey on intelligent chatbots: State-of-the-art and future research directions. In Conference on Complex, Intelligent, and Software Intensive Systems (pp. 534-543). Springer, Cham.

Trust Radius: https://www.trustradius.com/reviews/ibm-watson-assistant-2022-03-10-10-56-22