An AI-based Cognitive Chatbot for VMware Troubleshooting

This paper aims to design and implement a 24/7 interactive, AI-based chat system that can quickly respond to end-user queries and recommend the required information. The authors showcase the ability of IBM Watson Assistant, a cognitive agent, can process documents pertaining to VMware-related issues. IBM Watson's cognitive intelligence combines machine learning and artificial intelligence to drive natural language understanding and human-like conversations. The data used in this paper is directly extracted from VMware knowledge-based articles. These articles are further embedded into International Business Machines (IBM) Watson conversational chatbot dialogue workflows, with precisely articulated intents and entities that are further processed to create interactive dialogues. The prototype is shared with customer service agents to evaluate the performance based on the accuracy and reliability of the chatbot. During the conversational workflow of a chatbot, the end-user is given the most common errors as a sub-option, and after selecting the appropriate issue category, necessary recommendations and solutions are suggested based on the choice of query in troubleshooting VMware-related issues.