User lifecycle journey and asset data based bot skill selection

An apparatus comprising:

• a network interface that communicates with software and/or hardware used in an enterprise network, or to be used in the enterprise network by, a user;
• and
• at least one processor coupled to the network interface, the at least one processor executing one or more computer programs for a user support bot, and that perform operations including:
• obtaining, from the user, a support request related to the software and/or hardware used in the enterprise network, or to be used in the enterprise network, by the user;
• determining a user intent for the support request based on the support request;
• based on determining that an ambiguity is present with respect to the user intent,
• obtaining user lifecycle journey information including a particular stage of a plurality of stages that include a deployment stage of the software and/or hardware, an adoption stage of the software and/or hardware, and an in-use stage of the software and/or hardware, wherein the particular stage is a current stage for the hardware and/or the software in the enterprise network, and;
• determining the user intent for the support request based on the support request and the particular stage for the hardware and/or the software;
• and
• providing a response to the support request based on the user intent.

One or more non-transitory computer readable media encoded with software instructions that, when executed by a processor of a support server that provides a computer-implemented user support bot, cause the support server to perform operations including:

• obtaining from a user a support request related to software and/or hardware used in an enterprise network, or to be used in the enterprise network, by the user;
• determining a user intent for the support request based on the support request;
• based on determining that an ambiguity is present with respect to the user intent,
• obtaining user lifecycle journey information including a particular stage of a plurality of stages that include a deployment stage of the software and/or hardware, an adoption stage of the software and/or hardware, and an in-use stage of the software and/or hardware, wherein the particular stage is a current stage of the hardware and/or the software in the enterprise network, and
• determining the user intent for the support request based on the support request and the particular stage for the hardware and/or the software;
• and
• providing a response to the support request based on the user intent.