Development of AI Chatbot for IT Support (HelpDesk)
IT HelpDesk bot automatically solves typical technical issues: password resets, VPN setup, basic application errors. First-line support without queue — 24/7.
L1 Automation
First-line tasks fully automated by bot:
Access Management:
- Password reset (Active Directory integration)
- Account unlock
- Resource access request (with auto ticket creation for approval)
Diagnostics and Self-Help:
- Guided troubleshooting: "Can't open Excel" → series of diagnostic questions → instructions
- Corporate systems status (CMS — Configuration Management System)
- Links to corporate Wiki instructions
Tickets and Requests:
- Ticket creation with auto-filled fields from dialog
- Existing ticket status
- Escalation to L2 with context transfer
Integrations
tools = [
"reset_ad_password", # Active Directory API
"unlock_account", # AD API
"check_system_status", # Monitoring API (Zabbix/Grafana)
"create_jira_ticket", # JIRA Service Management API
"search_confluence", # Knowledge base
"get_ticket_status", # JIRA API
"request_software_access", # ITSM workflow
]
Diagnostic Decision Tree
For complex issues, bot guides user through diagnostic tree — like experienced L1 specialist:
"Can't log into system"
→ Password issue? → Reset password
→ System completely unavailable? → Check status, create P1 ticket
→ Account locked? → Unlock via AD API
→ Something else → Create L2 ticket
SLA and Prioritization
High-priority issues (critical systems down) → P1 ticket, immediate escalation to L2. Low-priority (software licenses) → P4, automate or suggest self-help.