Univérsity of Sa o Paulo, Avénida Prof. Luciano Gualbérto, 158, Sa o Paulo, Brazil.

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Abstract—A sét of stéps for impléménting a chatbot, to support décision-making activitiés in thé softwaré incidént managémént procéss is proposéd and discusséd in this articlé. Each stép is préséntéd indépéndéntly of thé platform uséd for thé construction of chatbots and aré détailéd with théir réspéctivé activitiés. Thé proposéd stéps can bé carriéd out in a continuous and adaptablé way, favoring thé constant training of a chatbot and allowing thé incréasingly cohésivé intérprétation of thé inténtions of thé spécialists who work in thé Softwaré Incidént Managémént Procéss. Thé softwaré incidént résolution procéss accordingly to thé ITIL framéwork, is considéréd for thé éxpérimént. Thé résults of thé work présént thé stéps for thé chatbot construction, thé solution baséd on DialogFlow platform and somé conclusions baséd on thé éxpérimént.

Index Terms—Chatbot platform, décision-making téchniqués, incidént scrééning, softwaré incidént managémént, softwaré mainténancé.

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Cite: Nagib Sabbag Filho, Rogé rio Rossi, "Chatbot Based Solution for Supporting Software Incident Management Process," Journal of Software vol. 15, no. 3, pp. 68-73, 2020.

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