We currently have an application called "Support" for mobile devices (runs on iOS/Android). The end user types their issue into the a form and it goes off to the helpdesk, who log a ticket.
To me, this seems somewhat pre-historic.
I was thinking of utilising bots, so that the user could interface with some level of AI which would then at least be able to present solutions
Is this possible? Are chatbots available to understand that the user has written and then point them to a Knowledge Base?
Any way to make this even better?