Enhancing Agent Efficiency with AI-Driven Chatbots: Integrating Virtual Agents and NLU for Automated Ticket Resolution

The research is about utilizing AI-powered chatbots for enhanced agent productivity, case closure and customer satisfaction in IT service management. The utilization of a chatbot simplifies human workloads, case closure and operation of a service. Natural Language Understanding (NLU) makes a chatbot more precise in interpreting questions in a scenario. AI-powered chatbots lower human efforts in accomplishing repeating work, achieve maximum utilization of a resource and lower case closure time. Ineffective utilization of a chatbot can lead to query interpretation errors that can have a negative impact on customer satisfaction. The research is about maximizing automation using a careful utilization of a chatbot and future directions have to consider improving adaptability, precision, and customer experience of a chatbot in IT support services.