Training chatbots for remote troubleshooting

1. A computer-implemented method comprising:

receiving, by one or more computer processors, a request for help with an issue from a user via a chatbot;

extracting, by one or more computer processors, information associated with the issue from the request;

determining, by one or more computer processors, a corresponding automation script is not available to resolve the issue;

requesting, by one or more computer processors, an agent to resolve the issue;

monitoring, by one or more computer processors, one or more actions performed by the agent to resolve the issue;

translating, by one or more computer processors, the one or more actions performed by the agent into an automation script language;

based on the translation of the one or more actions, generating, by one or more computer processors, an automation script, wherein the automation script includes a sequence of commands corresponding to the one or more actions; and

storing, by one or more computer processors, the automation script.

2. The computer-implemented method of claim 1 , wherein monitoring the one or more actions performed by the agent further comprises:

storing, by one or more computer processors, the one or more actions performed by the agent;

capturing, by one or more computer processors, one or more tiles associated with the one or more actions, wherein the tiles include a location of the one or more actions on a screen; and

extracting, by one or more computer processors, additional information about the one or more actions, wherein the additional information includes an XY coordinate location on the screen of a touch, a second XY coordinate location on the screen of a mouse click, a determination of which mouse button is clicked, and a duration of the mouse click.

3. The computer-implemented method of claim 1 , further comprising:

opening, by one or more computer processors, a ticket associated with the request;

determining, by one or more computer processors, the automation script is available to resolve the issue;

retrieving, by one or more computer processors, the automation script;

instructing, by one or more computer processors, the chatbot to resolve the issue by performing one or more actions in the automation script;

storing, by one or more computer processors, information associated with the issue and a resolution in association with the ticket; and

closing, by one or more computer processors, the ticket.

4. The computer-implemented method of claim 1 , wherein the one or more actions performed by the agent include remotely accessing a device of the user to perform the one or more actions.

5. The computer-implemented method of claim 1 , wherein the automation script is in a Sikuli format.

6. The computer-implemented method of claim 1 , further comprising:

monitoring, by one or more computer processors, a conversation between the agent and the user via one or more natural language processing techniques; and

determining, by one or more computer processors, based on the conversation, the issue is resolved.

7. The computer-implemented method of claim 1 , wherein the information associated with the issue includes at least one of: an intent of a conversation between the chatbot and the user, information regarding an operating system of a device of the user, information regarding an environment of the device of the user, an identification of the device of the user, and one or more credentials of the user.

8. A computer program product comprising:

one or more computer readable storage media and program instructions collectively stored on the one or more computer readable storage media, the stored program instructions comprising:

program instructions to receive a request for help with an issue from a user via a chatbot;

program instructions to extract information associated with the issue from the request;

program instructions to determine a corresponding automation script is not available to resolve the issue;

program instructions to request an agent to resolve the issue;

program instructions to monitor one or more actions performed by the agent to resolve the issue;

program instructions to translate the one or more actions performed by the agent into an automation script language;

based on the translation of the one or more actions, program instructions to generate an automation script, wherein the automation script includes a sequence of commands corresponding to the one or more actions; and

program instructions to store the automation script.

9. The computer program product of claim 8 , wherein the program instructions to monitor the one or more actions performed by the agent comprise:

program instructions to store the one or more actions performed by the agent;

program instructions to capture one or more tiles associated with the one or more actions, wherein the tiles include a location of the one or more actions on a screen; and

program instructions to extract additional information about the one or more actions, wherein the additional information includes an XY coordinate location on the screen of a touch, a second XY coordinate location on the screen of a mouse click, a determination of which mouse button is clicked, and a duration of the mouse click.

10. The computer program product of claim 8 , the stored program instructions further comprising:

program instructions to open a ticket associated with the request;

program instructions to determine the automation script is available to resolve the issue;

program instructions to retrieve the automation script;

program instructions to instruct the chatbot to resolve the issue by performing one or more actions in the automation script;

program instructions to store information associated with the issue and a resolution in association with the ticket; and

program instructions to close the ticket.

11. The computer program product of claim 8 , wherein the one or more actions performed by the agent include remotely accessing a device of the user to perform the one or more actions.

12. The computer program product of claim 8 , wherein the automation script is in a Sikuli format.

13. The computer program product of claim 8 , the stored program instructions further comprising:

program instructions to monitor a conversation between the agent and the user via one or more natural language processing techniques; and

program instructions to determine, based on the conversation, the issue is resolved.

14. The computer program product of claim 8 , wherein the information associated with the issue includes at least one of: an intent of a conversation between the chatbot and the user, information regarding an operating system of a device of the user, information regarding an environment of the device of the user, an identification of the device of the user, and one or more credentials of the user.

15. A computer system comprising:

one or more computer processors;

one or more computer readable storage media;

program instructions collectively stored on the one or more computer readable storage media for execution by at least one of the one or more computer processors, the stored program instructions comprising:

program instructions to receive a request for help with an issue from a user via a chatbot;

program instructions to extract information associated with the issue from the request;

program instructions to determine a corresponding automation script is not available to resolve the issue;

program instructions to request an agent to resolve the issue;

program instructions to monitor one or more actions performed by the agent to resolve the issue;

program instructions to translate the one or more actions performed by the agent into an automation script language;

based on the translation of the one or more actions, program instructions to generate an automation script, wherein the automation script includes a sequence of commands corresponding to the one or more actions; and

program instructions to store the automation script.

16. The computer system of claim 15 , wherein the program instructions to monitor the one or more actions performed by the agent comprise:

program instructions to store the one or more actions performed by the agent;

program instructions to capture one or more tiles associated with the one or more actions, wherein the tiles include a location of the one or more actions on a screen; and

program instructions to extract additional information about the one or more actions, wherein the additional information includes an XY coordinate location on the screen of a touch, a second XY coordinate location on the screen of a mouse click, a determination of which mouse button is clicked, and a duration of the mouse click.

17. The computer system of claim 15 , the stored program instructions further comprising:

program instructions to open a ticket associated with the request;

program instructions to determine the automation script is available to resolve the issue;

program instructions to retrieve the automation script;

program instructions to instruct the chatbot to resolve the issue by performing one or more actions in the automation script;

program instructions to store information associated with the issue and a resolution in association with the ticket; and

program instructions to close the ticket.

18. The computer system of claim 15 , wherein the one or more actions performed by the agent include remotely accessing a device of the user to perform the one or more actions.

19. The computer system of claim 15 , the stored program instructions further comprising:

program instructions to monitor a conversation between the agent and the user via one or more natural language processing techniques; and

program instructions to determine, based on the conversation, the issue is resolved.

20. The computer system of claim 15 , wherein the information associated with the issue includes at least one of: an intent of a conversation between the chatbot and the user, information regarding an operating system of a device of the user, information regarding an environment of the device of the user, an identification of the device of the user, and one or more credentials of the user.