Online Chatbot Based on Ticketing System

Abstract: In today’s fast-paced digital environment, customer service systems must be efficient, scalable, and responsive. This research introduces an Online Chatbot Based on a Ticketing System, a hybrid approach that combines real-time conversational AI with structured ticket management to enhance customer support experiences. The chatbot initially engages with users, addresses common queries through natural language processing (NLP), and automatically generates support tickets for complex issues requiring human intervention. The system ensures seamless tracking, prioritization, and resolution of user problems while minimizing human workload and response time. Designed with scalability, user-friendliness, and automation in mind, this solution reduces operational costs and improves customer satisfaction. The paper discusses the chatbot’s architecture, integration with ticketing platforms, AI model training, and performance evaluation. Experimental results demonstrate that incorporating an intelligent ticketing mechanism significantly optimizes query handling efficiency and support system effectiveness compared to traditional models. Keywords: Chatbot, Ticketing System, Customer Support, Natural Language Processing (NLP), Conversational AI, Automation, Scalability, User Experience, Support Ticket Management, AI Integration