Method, system and computer program product for facilitating query resolutions at a service desk

A method for facilitating query resolution at a service desk 850 associated with an enterprise involves providing a user interface to enable a user 802 to provide a query 806 to a virtual agent 830. The virtual agent interacts with the user to determine whether the query is a service request or an incident. If the query is a service request, then a service request form 840 is updated based on the interaction and routed to a resolver queue 870 relevant to the service request. If the query is an incident, then a reply to the query is identified from a knowledge base 210 and provided to the user through the user interface. Multiple system queries stored in the knowledge base may be presented to the user so they can select a query matching their own. If the user is not satisfied with the virtual agents reply, a ticket 860 may be generated and routed to the relevant resolver queue for handling by a human agent 880. Preferably, the knowledge base is updated in response to satisfactory resolutions provided by human agents.