Abstract

Since the start of the pandemic, support tickets coming in from channels like WhatsApp, Facebook Messenger and SMS rose nearly 50 percent. While this is convenient for the end user, it results in tickets not being properly generated which in turn negatively impacts help desk tracking metrics. Our chatbot extension integrates itself within multiple popular communication platforms allowing users to get immediate tech support. If the chatbot cannot find the right solution for the end user, it generates a support ticket with the information gathered and sends it to our ticketing server for a human to resolve. By using readily available technology we hope to bring an easy-to-use solution to those in need of support in a way that is convenient for the end user and easy for the support desk to track. Our solution will provide an easily accessible chatbot that will provide end users with level one support.