Abstract: A computer-implemented method for conducting a conversation with a virtual agent system is provided. The method includes receiving a conversation input from a user during a conversation of the user with a virtual agent system. The method includes probabilistically matching the conversation input with a stack of earlier conversations between the user and the virtual agent system. The probabilistic matching determines a context of the conversation input from one or more contexts associated with the stack of earlier conversations. The method includes interpreting the conversation input to identify a user intent from among a plurality of user intents. The method further includes determining an action to be performed by the virtual agent system based on the context determined by the probabilistic matching and the user intent.

Abstract: Method, system and computer program product for facilitating task automation at an IT service desk associated with an enterprise are disclosed. A user interface (UI) is provisioned to a user to enable the user to provide a request in a natural language form to the IT service desk. A virtual agent engages in a natural language interaction with the user on the UI and interprets the request from the natural language interaction. The request is mapped to a set of pre-determined actions based on the interpretation of the request and an execution of the set of pre-determined actions is effected to facilitate resolution of the request provided by the user.

Abstract: Method, system and computer program product for facilitating query resolution at a service desk associated with an enterprise are disclosed. A user interface (UI) is provisioned to a user to enable the user to provide a query to a virtual agent. The virtual agent engages in an interaction with the user to determine whether the query is a service request or an incident. If the query is determined to be a service request, then a service request form is updated based on the interaction. The updated service request form is routed to a resolver queue identified to be relevant to the service request. If the query is determined to be an incident, then a reply to the query is identified from a knowledge base and the reply is provisioned to the user using the UI.