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@article{160229,
        author = {Sujala Reddy R S and Vishalakshi Prabhu H and Aparna Kini},
        title = {Role of Artificial Intelligence in Request Management: A Comprehensive Review},
        journal = {International Journal of Innovative Research in Technology},
        year = {},
        volume = {10},
        number = {1},
        pages = {1-8},
        issn = {2349-6002},
        url = {https://ijirt.org/article?manuscript=160229},
        abstract = {Service request management refers to the procedures and resources implemented by organizations to handle service requests originating from customers, employees, and vendors. Artificial intelligence (AI) has emerged as a transformative technology with the potential to revolutionize request management processes. This review paper provides a comprehensive analysis of the role of AI in request management, examining its applications, benefits, challenges, and future implications. The paper explores the use of AI techniques, including natural language processing, machine learning, and chatbots, in various stages of request management. Additionally, it discusses how AI enhances request capture and logging, categorization and prioritization algorithms. Also, the workflow and routing optimization with AI, resource allocation and scheduling are discussed in detail. The paper concludes with benefits of AI in RM. },
        keywords = {AI-based, Chatbots, Intelligent routing algorithms, Request management, Virtual assistants, Workflow automation},
        month = {},
        }