IT Helpdesk System Integrated with Artificial Intelligence in Web Application

Chen, Simon Yi Heng (2022) IT Helpdesk System Integrated with Artificial Intelligence in Web Application. Final Year Project (Bachelor), Tunku Abdul Rahman University College.

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Abstract

Nowadays there are more and more people started to work from home in order to cope with the pandemic. With that, the usual workflows of the employees are broken due to the different working environments and it might take some time for them to adapt. To illustrate, one common problem that they might encounter is technical issue which will seriously affect their productivity if the problem cannot be addressed quickly. Therefore, this IT Helpdesk system is designed to help the employees in solving their problems effectively and remotely. The system allows them to raise their issues and the issue will be assigned to IT staff for addressing. There are 8 modules inside the system which are dashboard, staff profile, login, ticket, notice, AI chatbot, report and staff management module. System objectives, background, advantages & contributions, project plan, project team & organization are discussed in Chapter 1. In Chapter 2 which is more toward to the analysis of existing similar system and AI chatbot through literature review, feasibility study is also included to decide which language to use in system development. With that, ASP.NET and C# are chosen as the programming language to develop the website. Microsoft Bot Framework and Azure QnA Maker are used in creating and training the AI chatbot. In Chapter 3 which covers the methodology, requirement gathering techniques, requirements analysis, functional and non-functional requirements and UML use case diagram. The system is developed by following the prototyping model and knowledge reuse is adopted in eliciting system requirements. System design, UI design, Data design are discussed in Chapter 4. System implementation or coding is illustrated with diagram and explained in Chapter 5 as well as system testing. In conclusion, this system stands out because it is synchronized with mobile application and has an AI chatbot which can answer any system-related questions automatically