AN AUTOMATED AGENT FOR PROACTIVELY ALERTING A USER OF L1 IT SUPPORT ISSUES THROUGH CHAT-BASED COMMUNICATION

摘要

An automated agent may communicate with a user via a chat channel to proactively alert the user of an LI IT support issue. The LI IT support issue may be determined based on monitoring indications of human-initiated activities maintained by a system of record, and may, prior to the automated agent's alert, be unknown to the user. In some instances, a natural language understanding (NLU) module may be used to identify an entity and intent from the indications of human-initiated activities, and the L1 IT support issue may be determined based on the determined entity and intent. After alerting the user of the L1 IT support issue, the automated agent may inform, via the chat channel, the user of a remediation step available to address the L1 IT support issue. Upon obtaining the user's permission, the automated agent may perform the remediation step to address the L1 IT support issue.