  A set of steps for implementing a chatbot, to support decision-making
activities in the software incident management process is proposed and
discussed in this article. Each step is presented independently of the platform
used for the construction of chatbots and are detailed with their respective
activities. The proposed steps can be carried out in a continuous and adaptable
way, favoring the constant training of a chatbot and allowing the increasingly
cohesive interpretatin of the intentions of the specialists who work in the
Software Incident Management Process. The software incident resolution process
accordingly to the ITIL framework, is considered for the experiment. The
results of the work present the steps for the chatbot construction, the
solution based on DialogFlow platform and some conclusions based on the
experiment.
