Improving IT Support Efficiency through an AI-Powered ITSM Chatbot

Author(s)	Priyanka Malla
Country	United States
Abstract	The demand for efficient IT support is growing as organizations handle increasingly complex systems. This paper introduces an AI-powered IT Service Management (ITSM) chatbot to streamline IT helpdesk operations. A key challenge was the lack of properly categorized data in the legacy system, complicating efforts to identify common ticket types. The chatbot automates repetitive tasks, enhances ticket routing accuracy, and improves user satisfaction by leveraging Generative AI and integrating with existing systems. This paper discusses the solution’s architecture, implementation methodology, and anticipated benefits while addressing challenges such as data categorization and system scalability. The paper also highlights the project management approach adopted to ensure successful delivery, including stakeholder management, risk mitigation, and iterative development processes.
Keywords	ITSM, Generative Artificial Intelligence, Automation, Zendesk Integration, Helpdesk Efficiency, Project Management, Agile methodology, Machine Learning in IT Operations, NLP for IT Support, Project Management in AI.
Field	Engineering
Published In	Volume 16, Issue 2, July-December 2025
Published On	2025-12-20
Cite This	Improving IT Support Efficiency through an AI-Powered ITSM Chatbot - Priyanka Malla - IJAIDR Volume 16, Issue 2, July-December 2025. DOI 10.71097/IJAIDR.v16.i2.1662
DOI	https://doi.org/10.71097/IJAIDR.v16.i2.1662
Short DOI	https://doi.org/hbkqrn

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