{"id":200,"date":"2016-07-05T11:03:33","date_gmt":"2016-07-05T10:03:33","guid":{"rendered":"https:\/\/blog.bham.ac.uk\/itinnovation\/?p=200"},"modified":"2018-05-25T11:33:28","modified_gmt":"2018-05-25T10:33:28","slug":"chatbot-overview-and-it-service-desk-chatbot-experiment","status":"publish","type":"post","link":"https:\/\/blog.bham.ac.uk\/itinnovation\/2016\/07\/05\/chatbot-overview-and-it-service-desk-chatbot-experiment\/","title":{"rendered":"Chatbot overview and IT service desk chatbot experiment"},"content":{"rendered":"<p>Chatbot is one of the emerging technologies leading the agenda in 2016. Microsoft launched \u201cTay\u201d in March 16.\u00a0Facebook announced in April 2016 that businesses would be able to provide chatbots to deliver automated customer\u00a0support via its \u201cMessenger\u201d services. Other providers include IBM and Microsoft are also providing development\u00a0platforms to develop the chatbots.<\/p>\n<p>A bot is a piece of software that is designed to automate a specific task. A chatbot is a computer program which\u00a0conducts a conversation via auditory or textual methods. Such programs are often designed to convincingly simulate\u00a0how a human would behave as a conversational partner. Some chatbots use sophisticated natural language processing\u00a0systems, but many simpler systems can scan for keywords within the input, then pull a reply with the most matching\u00a0keywords, or the most similar wording pattern, from a database.<br \/>\nMore recently, chatbots have worked as a user interface which can be plugged into a number of data sources via APIs,\u00a0so they can deliver information or services on demand, such as weather forecasts or breaking news. Chatbots are\u00a0working as connectors between the users and the apps. The following image describes the potential functions of the\u00a0chatbots:<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-201\" src=\"https:\/\/blog.bham.ac.uk\/itinnovation\/wp-content\/uploads\/sites\/39\/2018\/05\/Chatbot-Potential-Functions.jpg\" alt=\"\" width=\"604\" height=\"390\" srcset=\"https:\/\/blog.bham.ac.uk\/itinnovation\/wp-content\/uploads\/sites\/39\/2018\/05\/Chatbot-Potential-Functions.jpg 604w, https:\/\/blog.bham.ac.uk\/itinnovation\/wp-content\/uploads\/sites\/39\/2018\/05\/Chatbot-Potential-Functions-300x194.jpg 300w, https:\/\/blog.bham.ac.uk\/itinnovation\/wp-content\/uploads\/sites\/39\/2018\/05\/Chatbot-Potential-Functions-250x161.jpg 250w\" sizes=\"auto, (max-width: 709px) 85vw, (max-width: 909px) 67vw, (max-width: 984px) 61vw, (max-width: 1362px) 45vw, 600px\" \/><\/p>\n<p><a href=\"https:\/\/intranet.birmingham.ac.uk\/it\/innovation\/documents\/public\/Chatbot-Overview.pdf\" target=\"_blank\" rel=\"noopener\">Read the full report of &#8220;Chatbot Overview&#8221;.<\/a><\/p>\n<p>IT Innovation Centre worked on the\u00a0experiment of using the chatbot to automate some of the services for the IT Service Desk. The experiment used<br \/>\na chatbot to answer users\u2019 queries, according to the complexity of the problem either provide users with the answers or\u00a0help users to email and call the service desk.<\/p>\n<p><a href=\"https:\/\/intranet.birmingham.ac.uk\/it\/innovation\/documents\/public\/Experiments\/IT-Service-Desk-Chatbot-Experiment.pdf\" target=\"_blank\" rel=\"noopener\">IT Service Desk chatbot experiment report<\/a><\/p>\n<p><iframe loading=\"lazy\" width=\"840\" height=\"473\" src=\"https:\/\/www.youtube.com\/embed\/3y3QB5JjpRQ?feature=oembed\" frameborder=\"0\" allow=\"autoplay; encrypted-media\" allowfullscreen><\/iframe><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Chatbot is one of the emerging technologies leading the agenda in 2016. Microsoft launched \u201cTay\u201d in March 16.\u00a0Facebook announced in April 2016 that businesses would be able to provide chatbots to deliver automated customer\u00a0support via its \u201cMessenger\u201d services. Other providers include IBM and Microsoft are also providing development\u00a0platforms to develop the chatbots. A bot is &hellip; <a href=\"https:\/\/blog.bham.ac.uk\/itinnovation\/2016\/07\/05\/chatbot-overview-and-it-service-desk-chatbot-experiment\/\" class=\"more-link\">Continue reading<span class=\"screen-reader-text\"> &#8220;Chatbot overview and IT service desk chatbot experiment&#8221;<\/span><\/a><\/p>\n","protected":false},"author":96,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[12,6],"tags":[],"class_list":["post-200","post","type-post","status-publish","format-standard","hentry","category-artificial-intelligence","category-projects"],"_links":{"self":[{"href":"https:\/\/blog.bham.ac.uk\/itinnovation\/wp-json\/wp\/v2\/posts\/200","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/blog.bham.ac.uk\/itinnovation\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blog.bham.ac.uk\/itinnovation\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blog.bham.ac.uk\/itinnovation\/wp-json\/wp\/v2\/users\/96"}],"replies":[{"embeddable":true,"href":"https:\/\/blog.bham.ac.uk\/itinnovation\/wp-json\/wp\/v2\/comments?post=200"}],"version-history":[{"count":2,"href":"https:\/\/blog.bham.ac.uk\/itinnovation\/wp-json\/wp\/v2\/posts\/200\/revisions"}],"predecessor-version":[{"id":203,"href":"https:\/\/blog.bham.ac.uk\/itinnovation\/wp-json\/wp\/v2\/posts\/200\/revisions\/203"}],"wp:attachment":[{"href":"https:\/\/blog.bham.ac.uk\/itinnovation\/wp-json\/wp\/v2\/media?parent=200"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blog.bham.ac.uk\/itinnovation\/wp-json\/wp\/v2\/categories?post=200"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blog.bham.ac.uk\/itinnovation\/wp-json\/wp\/v2\/tags?post=200"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}