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.

Topics: virtual agent
6 min read

Natural Language Processing: how AI understands our languages

By Amédée Potier on Oct 7, 2020 4:16:55 PM

Knowing how an AI understands languages is useful to build your own Intelligent Virtual Agent (IVA) or select an “off the shelf” conversational AI platform. Yes we mean Intelligent Virtual Agent and not chatbot, because Natural Language Processing skills put Virtual Agents in another league. So here are the main technical elements that enable an AI to understand a variety of written and spoken languages.

Topics: virtual agent