NowBrains is an expert in information systems for SMBs and intermediate-sized enterprises and supports their digital transformation. Its core business is outsourcing and maintenance of IT systems, with three brands: Iakaa (for very small enterprise), NowTeam (for SMB) and NowServiceDesk (for medium-sized enterprise).
9 min read
Customer story : NowBrains adopts Konverso’s Chatbot
By Bertrand Lafforgue on Nov 25, 2021 3:05:55 PM
Topics: Service Desk virtual agent
9 min read
Customer Story : Colas and Konverso’s IT Virtual Agent
By Bertrand Lafforgue on Oct 12, 2021 11:15:00 AM
Colas, a subsidiary of Bouygues group, is the world leader in road construction. In the summer of 2021, the company deployed its first IT Chatbot in France with Konverso's Intelligent Virtual Agent.
Topics: Service Desk virtual agent
4 min read
Manage Microsoft 365 groups effortlessly with a Chatbot for IT Operations
By Bertrand Lafforgue on Sep 9, 2021 5:52:00 PM
Topics: Microsoft Helpdesk automation
12 min read
The top 5 Best practices for a highly effective Virtual Agent
By Bertrand Lafforgue on Aug 16, 2021 9:24:18 AM
The New Normal
The pandemic has increased the pressure on Enterprise support functions to change and adapt to the new normal. When everyone moved to work from home on March 2020, CIO realized that Service Desk were not ready to the new normal.
The new normal for IT Support is made of Flexibility, Digital channel, Hybrid Intelligence & Automation. In the new normal, employees will no longer work 9/5, the millennium will not use the phone but rather engage with IT Service Desk via Slack or Teams.
Topics: virtual agent
6 min read
Build Knowledge automatically from Slack, Teams, Google Chat
By Bertrand Lafforgue on Jul 30, 2021 5:35:51 PM
Introduction
The pandemic has increased the pressure on Enterprise support functions to change and adapt to the new normal. When everyone moved to work from home on March 2020, CIO realized that Service Desk were not ready and had to evolve.
Topics: Helpdesk automation
5 min read
IT Support Metrics: the impact of the pandemic and an opportunity for change
By Bertrand Lafforgue on May 18, 2021 4:31:51 PM
It should not come as a surprise that the pandemic has impacted all aspects of the workplace, including the service desk. But behind the data, the full story of the deterioration of most of the IT Support metrics shows that Service Desk transformation can no longer wait.
Topics: Service Desk Helpdesk automation Artificial Intelligence
7 min read
Leader’s point of view : Veolia’s insights on the transformation of the Digital Service Management Centre of Expertise (DSM CoE)
By Bertrand Lafforgue on May 18, 2021 4:25:57 PM
We asked Senior Executives to share their perspective on the evolution of end-user support and the Digital Transformation of the Service Desk. Today’s insights are from Rob Gwatkin, Global Senior Service Delivery Manager, in the Digital Service Management team at Veolia.
Topics: Service Desk Helpdesk automation Artificial Intelligence
4 min read
How Machine Learning Automates Employee Contact Center
By Bertrand Lafforgue on Mar 12, 2021 3:54:01 PM
In previous blogs, I discussed the benefits of Natural Language Processing. Another field of interest is machine learning (ML). Machine learning (ML) holds significant promise for IT service management, for instance for incident categorization and routing. In this blog, I want to demystify machine learning and get your service desk team in the comfort zone. I will discuss about three use cases in IT Service Desk where Machine Learning generates tangible business benefits for customers.
Topics: Service Desk virtual agent Artificial Intelligence
4 min read
How Konverso Chatbot adds Value to Atlassian Jira Service Management
By Bertrand Lafforgue on Mar 11, 2021 11:50:07 AM
You have invested time and money in the Atlassian Jira Service Management platform. You want to unlock more value, increase employee productivity and relieve your agents from recurring simple tasks. Here are 4 reasons Konverso’s Intelligent Virtual Agent brings more value to your Jira Service Management, with a user-centric and easy-to-use solution for Service Desk automation.
Topics: Service Desk Helpdesk automation Artificial Intelligence Atlassian Jira Service Management
7 min read
Veolia UK & Ireland automates IT Help Desk with Konverso
By Bertrand Lafforgue on Oct 20, 2020 5:08:01 PM
Veolia UK & Ireland started working with Konverso in February 2020. In the first weeks of the Covid-19 pandemic, Veolia decided to automate its IT Help Desk, to provide greater IT support to the teams transitioning from the office to work-from-home. Since June, Konverso’s Intelligent Virtual Agent has been live on Veolia UK & Ireland’s ITSM based on ServiceNow.