Agent Assist: Automating Enterprise IT Support Help Desks

Senthil Mani, Neelamadhav Gantayat, Rahul Aralikatte, Monika Gupta, Sampath Dechu, Anush Sankaran, Shreya Khare, Barry Mitchell, Hemamalini Subramanian, Hema Venkatarangan

AAAI 2018 pp. 8210-8211

doi:10.1609/AAAI.V32I1.11381 /aaai/2018/mani2018aaai-agent/

Abstract

In this paper, we present Agent Assist, a virtual assistant which helps IT support staff to resolve tickets faster. It is essentially a conversation system which provides procedural and often complex answers to queries. This system can ingest knowledge from various sources like application documentation, ticket management systems and knowledge transfer video recordings. It uses an ensemble of techniques like question classification, knowledge graph based disambiguation, information retrieval, etc., to provide quick and relevant solutions to problems from various technical domains and is currently being used in more than 650 projects within IBM.

PDF AAAI Semantic Scholar

Cite

Text

Mani et al. "Agent Assist: Automating Enterprise IT Support Help Desks." AAAI Conference on Artificial Intelligence, 2018. doi:10.1609/AAAI.V32I1.11381

Markdown

[Mani et al. "Agent Assist: Automating Enterprise IT Support Help Desks." AAAI Conference on Artificial Intelligence, 2018.](https://mlanthology.org/aaai/2018/mani2018aaai-agent/) doi:10.1609/AAAI.V32I1.11381

BibTeX

@inproceedings{mani2018aaai-agent,
  title     = {{Agent Assist: Automating Enterprise IT Support Help Desks}},
  author    = {Mani, Senthil and Gantayat, Neelamadhav and Aralikatte, Rahul and Gupta, Monika and Dechu, Sampath and Sankaran, Anush and Khare, Shreya and Mitchell, Barry and Subramanian, Hemamalini and Venkatarangan, Hema},
  booktitle = {AAAI Conference on Artificial Intelligence},
  year      = {2018},
  pages     = {8210-8211},
  doi       = {10.1609/AAAI.V32I1.11381},
  url       = {https://mlanthology.org/aaai/2018/mani2018aaai-agent/}
}