Prototipo de un Chatbot con inteligencia artificial como herramienta de apoyo al área de IT de Bizagi integrado a Teams usando la base de conocimientos de Zendesk para atender preguntas frecuentes de los colaboradores

Abstract

The proposed work allowed to develop a chatbot prototype that interprets the frequently asked questions related-to information technologies of the users in the Bizagi organization. The interpretation of the questions is done using a natural language processing model developed with Microsoft's LUIS machine learning service. From this interpretation, a search will be made for the detailed and key information obtained from the model using the knowledge base available on the corporate IT support tool Zendesk. This will provide articles related to the question entered by the user and through the chatbot, this information will be displayed so that the user can use it to solve the question. The application is deployed in Azure, the Bizagi active directory must be used to access the chatbot that will be integrated into the collaboration and communication tool Microsoft Teams used by the organization around the globe.