Conversational IT Service Management

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.