DECO: Life-Cycle Management of Enterprise-Grade Chatbots

Software engineers frequently grapple with the challenge of accessing disparate documentation and telemetry data, including Troubleshooting Guides (TSGs), incident reports, code repositories, and various internal tools developed by multiple stakeholders. While on-call duties are inevitable, incident resolution becomes even more daunting due to the obscurity of legacy sources and the pressures of strict time constraints. To enhance the efficiency of on-call engineers (OCEs) and streamline their daily workflows, we introduced DECO -- a comprehensive framework for developing, deploying, and managing enterprise-grade chatbots tailored to improve productivity in engineering routines. This paper details the design and implementation of the DECO framework, emphasizing its innovative NL2SearchQuery functionality and a hierarchical planner. These features support efficient and customized retrieval-augmented-generation (RAG) algorithms that not only extract relevant information from diverse sources but also select the most pertinent toolkits in response to user queries. This enables the addressing of complex technical questions and provides seamless, automated access to internal resources. Additionally, DECO incorporates a robust mechanism for converting unstructured incident logs into user-friendly, structured guides, effectively bridging the documentation gap. Feedback from users underscores DECO's pivotal role in simplifying complex engineering tasks, accelerating incident resolution, and bolstering organizational productivity. Since its launch in September 2023, DECO has demonstrated its effectiveness through extensive engagement, with tens of thousands of interactions from hundreds of active users across multiple organizations within the company.