论文标题
基于聊天机器人的解决方案用于支持软件事件管理过程
Chatbot Based Solution for Supporting Software Incident Management Process
论文作者
论文摘要
本文提出并讨论了一组实施聊天机器人，以支持软件事件管理过程中的决策活动的步骤。每个步骤都独立于用于聊天机器人建造的平台，并详细介绍其各自的活动。提出的步骤可以以连续且适应性的方式进行，有利于对聊天机器人进行持续的培训，并允许对在软件事件管理过程中工作的专家的意图越来越有凝聚力的解释。对于实验，考虑到ITIL框架的软件事件解决过程。作品的结果介绍了聊天机器人结构的步骤，基于对话流平台的解决方案以及基于实验的一些结论。
A set of steps for implementing a chatbot, to support decision-making activities in the software incident management process is proposed and discussed in this article. Each step is presented independently of the platform used for the construction of chatbots and are detailed with their respective activities. The proposed steps can be carried out in a continuous and adaptable way, favoring the constant training of a chatbot and allowing the increasingly cohesive interpretatin of the intentions of the specialists who work in the Software Incident Management Process. The software incident resolution process accordingly to the ITIL framework, is considered for the experiment. The results of the work present the steps for the chatbot construction, the solution based on DialogFlow platform and some conclusions based on the experiment.
