Automated agent for proactively alerting a user of l1 it support issues through chat-based communication

Abstract

An automated agent may communicate with a user via a chat channel to proactively alert the user of an L1 IT support issue. The L1 IT support issue may be determined based on monitoring indications of human-initiated activities maintained by a system of record, and may, prior to the automated agent's alert, be unknown to the user. In some instances, a natural language understanding (NLU) module may be used to identify an entity and intent from the indications of human-initiated activities, and the L1 IT support issue may be determined based on the determined entity and intent. After alerting the user of the L1 IT support issue, the automated agent may inform, via the chat channel, the user of a remediation step available to address the L1 IT support issue. Upon obtaining the user's permission, the automated agent may perform the remediation step to address the L1 IT support issue.

1 - 20 . (canceled) 
     
     
         21 . A method, comprising:
 instantiating an automated agent on a computing device;   monitoring, by the automated agent, a system of record instantiated on a computing system for any failure events affecting a client device of a user having records maintained by the system of record;   in response to the monitoring of the system of record, determining, by the automated agent, a failure event affecting the client device of the user;   upon determining the failure event affecting the client device of the user, proactively alerting, by the automated agent and via a chat channel, the user to the failure event; and   informing, by the automated agent and via the chat channel, the user of a remediation step available to address the failure event,   wherein the failure event is communicated to the system of record via a communication channel other than the chat channel.   
     
     
         22 . The method of  claim 21 , wherein the failure event is recorded in an event log of the system of record. 
     
     
         23 . The method of  claim 21 , wherein the failure event is automatically reported to the system of record from the client device of the user. 
     
     
         24 . The method of  claim 21 , wherein the failure event comprises a memory overflow of the client device of the user. 
     
     
         25 . The method of  claim 21 , further comprising, upon determining the failure event affecting the client device of the user, proactively alerting, by the automated agent and via the chat channel, the user that the client device has restarted due to the failure event. 
     
     
         26 . The method of  claim 21 , further comprising assisting, by the automated agent, the user to perform the remediation step to address the failure event. 
     
     
         27 . The method of  claim 21 , wherein the system of record comprises an IT service management (ITSM) system. 
     
     
         28 . A non-transitory machine-readable storage medium comprising instructions that, when executed by a processor, cause the processor to:
 instantiate an automated agent on a computing device;   monitor, by the automated agent, a system of record instantiated on a computing system for any failure events affecting a client device of a user having records maintained by the system of record;   in response to the monitoring of the system of record, determine, by the automated agent, a failure event affecting the client device of the user;   upon determining the failure event affecting the client device of the user, proactively alert, by the automated agent and via a chat channel, the user to the failure event; and   inform, by the automated agent and via the chat channel, the user of a remediation step available to address the failure event,   wherein the failure event is communicated to the system of record via a communication channel other than the chat channel.   
     
     
         29 . The non-transitory machine-readable storage medium of  claim 28 , wherein the failure event is recorded in an event log of the system of record. 
     
     
         30 . The non-transitory machine-readable storage medium of  claim 28 , wherein the failure event is automatically reported to the system of record from the client device of the user. 
     
     
         31 . The non-transitory machine-readable storage medium of  claim 28 , wherein the failure event comprises a memory overflow of the client device of the user. 
     
     
         32 . The non-transitory machine-readable storage medium of  claim 28 , further comprising instructions that cause the processor to, upon determining the failure event affecting the client device of the user, proactively alert, by the automated agent and via the chat channel, the user that the client device has restarted due to the failure event. 
     
     
         33 . The non-transitory machine-readable storage medium of  claim 28 , further comprising instructions that cause the processor to assist, by the automated agent, the user to perform the remediation step to address the failure event. 
     
     
         34 . A computing device comprising a processor and memory storing instructions that, when executed by the processor, cause the processor to:
 instantiate an automated agent on the computing device;   monitor, by the automated agent, a system of record instantiated on a computing system for any failure events affecting a client device of a user having records maintained by the system of record;   in response to the monitoring of the system of record, determine, by the automated agent, a failure event affecting the client device of the user;   upon determining the failure event affecting the client device of the user, proactively alert, by the automated agent and via a chat channel, the user to the failure event; and   inform, by the automated agent and via the chat channel, the user of a remediation step available to address the failure event,   wherein the failure event is communicated to the system of record via a communication channel other than the chat channel.   
     
     
         35 . The computing device of  claim 34 , wherein the failure event is recorded in an event log of the system of record. 
     
     
         36 . The computing device of  claim 34 , wherein the failure event is automatically reported to the system of record from the client device of the user. 
     
     
         37 . The computing device of  claim 34 , wherein the failure event comprises a memory overflow of the client device of the user. 
     
     
         38 . The computing device of  claim 34 , further comprising instructions that cause the processor to, upon determining the failure event affecting the client device of the user, proactively alert, by the automated agent and via the chat channel, the user that the client device has restarted due to the failure event. 
     
     
         39 . The computing device of  claim 34 , further comprising instructions that cause the processor to assist, by the automated agent, the user to perform the remediation step to address the failure event. 
     
     
         40 . The computing device of  claim 34 , wherein the system of record comprises an IT service management (ITSM) system.