To understand how Artificial Intelligence (AI) is transforming IT helpdesk operations in modern enterprises.
To explore the use of AI technologies such as chatbots, virtual assistants, NLP, and predictive analytics in automating support functions.
To evaluate the impact of AI on response time, ticket resolution rate, and overall user satisfaction.
To identify challenges and limitations in integrating AI with existing helpdesk systems and ITSM tools.
To recommend strategies for implementing AI-based solutions in scalable and cost-effective ways.
Conduct a literature review on the evolution of IT helpdesk systems and AI applications in technical support.
Study popular AI tools and platforms (e.g., IBM Watson, Microsoft Bot Framework, Freshdesk AI, ServiceNow) used in helpdesk automation.
Design a sample AI-powered chatbot or virtual assistant to simulate basic helpdesk queries (e.g., password reset, system issues, ticket status).
Analyze how NLP and machine learning can be used to classify tickets, suggest solutions, and prioritize incidents.
Evaluate integration of AI systems with existing ITSM platforms like Jira, Zendesk, or BMC Remedy.
Conduct user surveys or simulate test cases to assess the improvement in efficiency and user experience.
Prepare a comprehensive report outlining the AI implementation plan, technical architecture, evaluation metrics, ROI potential, and future enhancements.
