Online Chat-Bot Based Ticketing System

In today’s digital age, organizations increasingly rely on automated solutions to manage customer queries and technical support. This paper presents the design and implementation of an Online Chat-bot Based Ticketing System that combines Natural Language Processing (NLP) and real-time database integration to automate the process of issue logging, ticket generation, and user support. Unlike traditional ticketing systems that require manual input and staff intervention, the proposed solution utilizes an intelligent chatbot to interact with users in natural language, identify their concerns, and automatically raise support tickets. The system enhances user experience by offering 24/7 availability, faster response times, and real-time ticket tracking through a conversational interface. The architecture integrates a chatbot engine (e.g., Dialogflow or Rasa) with a backend ticket management system, supported by a scalable cloud database. This approach not only reduces operational costs and human workload but also improves service efficiency and customer satisfaction. Experimental results and prototype testing demonstrate the system's capability to handle multiple user queries simultaneously with high accuracy and reliability. This paper highlights the technical framework, implementation methodology, and potential for scalability in various domains including IT support, education, and healthcare.