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.
翻译:本文提出并讨论一套实施聊天室的步骤,以支持在软件事故管理过程中的决策活动。每个步骤都独立于用于建造聊天室的平台,并详细介绍它们各自的活动。拟议步骤可以连续和适应的方式实施,有利于不断培训聊天室,允许对在软件事件管理进程中工作的专家的意图作出日益一致的解释。根据ITIL框架,考虑软件事故解决程序。工作成果介绍了聊天室建设的步骤、基于 DialogFlow平台的解决办法以及基于实验的一些结论。