METHOD, SYSTEM AND COMPUTER PROGRAM PRODUCT FOR FACILITATING QUERY RESOLUTIONS AT A SERVICE DESK

METHOD, SYSTEM AND COMPUTER PROGRAM PRODUCT FOR FACILITATING QUERY RESOLUTIONS AT A SERVICE DESK

Method, system and computer program product for facilitating query resolution at a service desk associated with an enterprise are disclosed. A user interface (UI) is provisioned to a user to enable the user to provide a query to a virtual agent. The virtual agent engages in an interaction with the u...

Ausführliche Beschreibung

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Bibliographische Detailangaben
Hauptverfasser: SINGH, Varun, SHAH, Bhavin Nicholas, NIVARGI, Vaibhav, WODEYAR, Vachan
Format: Patent
Sprache:eng
Schlagworte:
CALCULATING
COMPUTING
COUNTING
DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FORADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORYOR FORECASTING PURPOSES
ELECTRIC DIGITAL DATA PROCESSING
PHYSICS
SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR
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Beschreibung
Zusammenfassung:Method, system and computer program product for facilitating query resolution at a service desk associated with an enterprise are disclosed. A user interface (UI) is provisioned to a user to enable the user to provide a query to a virtual agent. The virtual agent engages in an interaction with the user to determine whether the query is a service request or an incident. If the query is determined to be a service request, then a service request form is updated based on the interaction. The updated service request form is routed to a resolver queue identified to be relevant to the service request. If the query is determined to be an incident, then a reply to the query is identified from a knowledge base and the reply is provisioned to the user using the UI.