Chatbot support platform

A device, comprising:

• one or more memories;
• and
• one or more processors, operatively coupled to the one or more memories, to:
• determine to provide a user with a service associated with a software tool that is part of a service management system based on:
• request data for a request that the user has submitted for the service based on a user interaction with a chatbot, or
• recommendation data for a recommendation to provide the user with the service based on user activity data associated with one or more operations performed by the user via the software tool;
• identify entity data for a set of entities relating to the service,
• wherein the entity data is identified from at least one of:
• the request data,
• another user interaction with the chatbot, or
• a data structure that is associated with the service management system and that stores the entity data;
• cause a validation procedure to be performed to validate the entity data;
• and
• cause one or more components of the service management system to use validated entity data to execute a set of actions to perform the service.

A non-transitory computer-readable medium storing instructions, the instructions comprising:

• one or more instructions that, when executed by one or more processors of a device, cause the one or more processors to:
• receive, based on a user interaction with a chatbot, request data for a request for a service associated with a software tool that is part of a service management system;
• identify, based on the request data, the service that is being requested;
• identify, based on the request data, a first set of entity data for a first set of entities relating to the service;
• obtain a second set of entity data for a second set of entities by using an application programming interface (API) to reference a data structure that is associated with the service management system and that stores the second set of entity data;
• and
• cause one or more components of the service management system to use the first set of entity data and the second set of entity data to execute a set of actions to perform the service.