How to fix a slow IT Helpdesk by Building a Smart Assistant

Steps:

Collect knowledge: copy FAQs and old tickets into a wiki (Confluence, Notion).
Install chatbot framework (Rasa example):

pip install rasa rasa init
Train it with common issues:
- Example training data (nlu.yml):
  
  nlu: - intent: wifi_issue examples: | - My Wi-Fi keeps disconnecting - Internet not working
- Example response (domain.yml):
  
  responses: utter_wifi_issue: - text: "Please restart your router. If it still fails, check the VPN connection."
Connect to ticketing system (ServiceNow API, Jira API) to auto-create tickets if bot fails
Deploy bot on Slack or Teams → integration guide available in Rasa docs
Test with small group, gather feedback, improve responses
Update knowledge base continuously with solved tickets.

Permanent