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@article{195080,
        author = {Guganesh R and Ms. D. Revathy},
        title = {AI Powered Intelligent system for Complaint Resolution in IT Helpdesk},
        journal = {International Journal of Innovative Research in Technology},
        year = {2026},
        volume = {12},
        number = {10},
        pages = {6666-6672},
        issn = {2349-6002},
        url = {https://ijirt.org/article?manuscript=195080},
        abstract = {In modern organizations being highly dependent on IT infrastructure, timely resolution of IT-related problems is critical to ensure high productivity. However, existing IT help desk systems are mostly based on manual handling of IT-related problems, which is time-consuming and inefficient in managing IT-related problems. To address these problems associated with existing IT help desk systems, this project proposes an AI Powered Intelligent System for Complaint Resolution in IT Help Desk that can automate the process of dealing with IT-related problems. The system has been implemented using a full-stack web application technology using MERN Stack (MongoDB, Express.js, React.js, and Node.js), along with HTML5, CSS3, Angular, and JavaScript ES6+ to design a responsive user interface. The system has been implemented using Role-Based Access Control (RBAC), along with secure authentication using JWT and crypt password hashing to provide a separate dashboard for employees, IT support staff, and administrators. Another significant aspect is the chatbot, which is based on AI and acts as the first level of support. Here, users can describe their technical issues in a natural language, and the chatbot will provide suggestions for troubleshooting the issues or create a support ticket if the issues cannot be solved. Additionally, the system has a smart ticket management system, which handles ticket creation, priority, scheduling, and tracking in real-time. The architecture is based on the MVC model with MongoDB and Mongoose ORM. This ensures a scalable and maintainable architecture. Real-time updates are also possible with Socket.io, where users will be updated on the status of the tickets. This system is also scalable and deployable in a cloud environment with Vercel and Render.},
        keywords = {Artificial Intelligence, Intelligent Complaint Resolution, IT Helpdesk System, AI chatbot, Complaint management system, Automated Support System, Digital IT service management.},
        month = {March},
        }