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Conversational IT Service Management

  • Kristof Kloeckner
  • John Davis
  • Nicholas C. Fuller
  • Giovanni Lanfranchi
  • Stefan Pappe
  • Amit Paradkar
  • Larisa Shwartz
  • Maheswaran Surendra
  • Dorothea Wiesmann
Chapter
Part of the SpringerBriefs in Computer Science book series (BRIEFSCOMPUTER)

Abstract

Conversational AI permeates our daily lives through chatbots such as Alexa, Siri, Google etc. We can ask questions about weather, music, shop for flowers or control various home electronics devices in a conversational manner. We believe that conversational interaction will dominate the next generation of interactions even in IT Service Management world. To that effect, in this chapter we describe an AI infused conversational self-service system that enables a user to get precise answers to various domain specific questions in a natural conversational manner. These questions span the gamut of 5 W + H (What, Where, Which, Who, Why, How) queries in an increasingly refined conversational context including some that may require performing transactions on behalf of the user – such as adding memory to a virtual machine or starting/stopping a database.

Notes

Acknowledgements

This work represents efforts of several contributors. We would like to acknowledge the significant contributions from Gargi Dasgupta, Yu Deng, Ruchi Mahindru, Jin Xiao, Anup Kalia and Sethu Subramaniam.

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Copyright information

© The Author(s), under exclusive licence to Springer Nature Switzerland AG 2018

Authors and Affiliations

  • Kristof Kloeckner
    • 1
  • John Davis
    • 2
  • Nicholas C. Fuller
    • 3
  • Giovanni Lanfranchi
    • 1
  • Stefan Pappe
    • 4
  • Amit Paradkar
    • 3
  • Larisa Shwartz
    • 3
  • Maheswaran Surendra
    • 5
  • Dorothea Wiesmann
    • 6
  1. 1.Global Technology ServicesIBM (United States)ArmonkUSA
  2. 2.Global Technology ServicesIBM (United Kingdom)HursleyUK
  3. 3.IBM Research DivisionIBM (United States)Yorktown HeightsUSA
  4. 4.Global Technology ServicesIBM (Germany)MannheimGermany
  5. 5.Global Technology ServicesIBM (United States)Yorktown HeightsUSA
  6. 6.IBM Research DivisionRüschlikonSwitzerland

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