Development of Helpdesk Chatbot for Incident Classification and Resolution using NPL and Deep Learning

Nowadays, most people and companies are more likely to encounter technical problems related to computer equipment. Where the only option for a person to solve their problem is to go to a technical service center, which puts the physical equipment at risk as well as the integrity of the information due to external causes such as theft of information. Making a comparison at the business level, we find companies that are dedicated to offering services and consultancies dedicated to help desks, these services are contracted according to the needs of the company, these services are carried out through a ticket system, where there is no guarantee that the problem will be solved in the shortest time, regardless of the most common processes such as asking questions related to the use and operation of the computer equipment. In this work we developed a Chatbot, trained to be able to help with solutions related to help desk processes, having as a novelty the application of NPL and Deep Learning techniques. The results allow the Chatbot to be integrated as a first-line tool for the use of common users as well as specialized users in information technology areas.