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
5 min read

How Machine Learning applies to Virtual Agents?

By Bertrand Lafforgue on Sep 29, 2020 10:40:12 PM

Machine Learning is a vast field and its importance has grown significantly over the last few years. It now plays a key role in the performance of Virtual Agents. However, people are still confused about the relation between Artificial Intelligence, Machine Learning and Deep Learning. Going back to a clear definition is a sure start. 

Topics: virtual agent
6 min read

What are the key differences between chatbots and virtual agents?

By Bertrand Lafforgue on Sep 24, 2020 12:27:50 AM

On paper, bots, chatbots and intelligent virtual agents might seem quite comparable… until you start communicating with them. Because mastering the human art of conversation requires a very particular set of skills. 

Topics: virtual agent
5 min read

What is an Intelligent Virtual Agent ?

By Bertrand Lafforgue on Sep 16, 2020 5:44:09 PM

You may have already read a lot of studies and white papers about bots, chatbots and intelligent virtual agents. Confusing, right ? Because unless you have directly been involved in a conversational AI project, the difference between those technologies might not be clear. So to give you the fundamental principles, here are 4 main characteristics of an Intelligent Virtual Agent (or IVA).

Topics: virtual agent
8 min read

What CAN you do with an Intelligent Virtual Agent ?

By Amédée Potier on Sep 9, 2020 5:48:13 PM

Intelligent Virtual Agents are conversational bots powered by Artificial Intelligence, capable of assisting humans in a variety of tasks thanks to an easy-to-use interface, from the IT helpdesk to HR and Finance. But what exactly are Intelligent Virtual Agents capable of, and what could you do with a Virtual Agent in your own organisation?

Topics: virtual agent
3 min read

Konverso Now Available in the Microsoft Azure Marketplace

By Bertrand Lafforgue on Aug 31, 2020 6:15:00 PM

As part of Konverso's cooperation with Microsoft, we just announced the availability of Konverso's Intelligent Virtual Agents in the Microsoft Azure Marketplace. We are happy to share this joint press release.

Topics: Service Desk Microsoft
5 min read

IT help desk digital transformation roadmap

By Bertrand Lafforgue on Aug 12, 2020 4:21:20 PM

What is the current status?

While literature abounds about the digital transformation, a key department is still very far from having completed its digitalization: the IT help desk. 

Major investments are starting to be made in ITSM platforms and self-care, but most companies still need to follow through with intelligent automation and a data strategy. Both are necessary to really benefit from the digitalization of their helpdesk and service desks, increase employee productivity and enhance their business strategy. 

Here is the current situation of the support help desk and our insights on how to build your roadmap for the digitalization of your service desk.

Topics: Service Desk
5 min read

8 ways Konverso’s Virtual Agent adds value to your ServiceNow platform

By Bertrand Lafforgue on Aug 5, 2020 5:31:04 PM

You have invested time and money in your ServiceNow ITSM platform and need to accelerate your shift-left strategy ? Do you expect a bigger impact from your self-services and self-care on the efficiency of your IT helpdesk? Self-services and automation are only two of the many reasons Konverso’s clients choose to select our virtual agent.

Topics: Service Desk Helpdesk automation
4 min read

Microsoft Teams + Konverso = Enterprise autonomous IT Support Channel

By Bertrand Lafforgue on Jul 29, 2020 4:22:42 PM

All companies are looking for ways to optimize their business processes, add more self-care to save time and contribute to their shift-left strategy. But IT support is often overlooked as a way to achieve those productivity gains, while numerous studies show that slow IT support undermines all the productivity efforts.

Topics: Service Desk Microsoft Helpdesk automation
4 min read

AI bots: the evolution toward cognitive process automation

By Bertrand Lafforgue on Feb 14, 2020 5:28:40 PM

For years, Chatbots (interacting with humans) and Robotic Process Automation (executing human tasks) have been working “side by side” to help enterprises streamline their operations. With Artificial Intelligence and machine learning, Robotic Process Automation is now merging into Cognitive Process Automation (CPA) that brings more context and knowledge to automation. 

Topics: Service Desk virtual agent Digital Workplace
3 min read

Microsoft enhances Konverso’s bot for employee productivity

By Bertrand Lafforgue on Nov 6, 2019 2:54:20 PM

Microsoft dedicated an article to Konverso in its Microsoft Experiences French blog, as part of a series about innovative start-ups from the Microsoft ecosystem.

Topics: Service Desk Microsoft Digital Workplace
4 min read

Digital Transformation & ITSM: your journey with Konverso

By Bertrand Lafforgue on Oct 1, 2019 7:21:19 PM

Since we started Konverso in 2017, we now have feedback on the impact of our Virtual agents (chatbots and callbots) and the way enterprises are shaping their digital strategy to add more virtual agents. Our clients are envisioning to have multiple Virtual Agents  to support various functions and roles in the Enterprise. 

Topics: virtual agent Artificial Intelligence Digital Workplace
3 min read

IT Service Desk transformation with Virtual Agents

By Bertrand Lafforgue on Sep 30, 2019 7:00:31 PM

While most companies focus on navigating through their digital transformation, providing a good service desk has never been more important. But human and financial resources are stretched thin. 

Topics: Service Desk Helpdesk automation Artificial Intelligence Digital Workplace
2 min read

Microsoft adoption: Top 3 reasons to include a Chatbot

By Bertrand Lafforgue on Aug 26, 2019 8:47:57 PM

Despite Office 365’s high potential business value – improved productivity, increased collaboration and reduced IT service costs – many companies struggle to achieve its promises. 

Topics: Corporate Chatbot Service Desk Microsoft virtual agent
3 min read

Digital workplace: the top 3 features for a Virtual Agent

By Bertrand Lafforgue on Aug 23, 2019 8:47:55 PM

Corporate Chatbots are getting smarter at a rapid pace, fuelled by the digital transformation and a growing demand from enterprise users. Employees are now willing to interact with artificial intelligence agents to gain productivity and simplify their professional digital experience. 

Topics: Corporate Chatbot Artificial Intelligence Digital Workplace
3 min read

Enterprise chatbot: why join Konverso’s free trial program?

By Bertrand Lafforgue on Aug 19, 2019 8:47:52 PM

Not surprisingly, most companies which have decided to launch their artificial intelligence chatbot project want to test the technology first. This “test and learn” method is the right approach to select the right partner in the exceptionally dynamic “Digital Agent” market. 

Topics: Corporate Chatbot Artificial Intelligence
3 min read

Konverso ranked among Top 10 IVAs vendors

By Bertrand Lafforgue on Aug 9, 2019 6:58:08 PM

Konverso has been listed among top 10 companies in the Intelligent Virtual Agents (IVAs) market by Everest Group, a leading consulting and research firm that advises clients on digital transformation strategic IT, business services and sourcing. 

Topics: virtual agent Artificial Intelligence
5 min read

Chatbot levels : How to choose your AI Virtual Agent ?

By Bertrand Lafforgue on Aug 4, 2019 12:56:28 PM

How smart are chatbots now? Is your bot as smart as you would like it to be? What makes your Virtual Agent smarter or less capable than your competitor’s? There has never been such a gap among chatbot solutions on the market and more challenges for enterprise decision makers to really know what virtual agent to pick.

Topics: virtual agent Artificial Intelligence
2 min read

Key benefits of AI for Service Desk Automation

By Bertrand Lafforgue on Dec 6, 2018 3:24:44 PM

Companies across the world are amidst transformations to meet the needs of an increasingly digital world. According to IDC, spending on digital transformation in 2023 is expected to reach more than $2 trillion. 

Topics: Service Desk Artificial Intelligence
2 min read

Why cognitive services for Helpdesk automation makes sense?

By Bertrand Lafforgue on Apr 10, 2018 10:52:54 AM

Today, companies are engaged in a race against time, to accelerate and succeed in their digital transformation. All functions within the organization are concerned by this transformation, but some of them are on the front line, like the Service Desk. 

Topics: Helpdesk automation virtual agent
3 min read

Build or buy your Chatbot?

By Bertrand Lafforgue on Apr 3, 2018 6:43:27 PM

 

Today, companies embarking on a Virtual Agent project have three choices: they can build their own corporate chatbot, opt for a generalist chatbot technology or choose a packaged solution designed for existing uses cases. Among these possibilities, how to find the perfect match with your business goals?

Topics: Corporate Chatbot
4 min read

Corporate chatbots: the new allies for digital transformation

By Bertrand Lafforgue on Mar 27, 2018 2:54:16 PM

Today, in the digital age, many companies are strengthening the digital culture among their workforce and thoroughly modernizing the employee’s workplace environment. However, on this road to the digital workplace, they encounter a few challenges that must be addressed by the CIO. 

Topics: Corporate Chatbot
3 min read

Are Corporate Chatbots a lasting trend?

By Bertrand Lafforgue on Mar 20, 2018 7:39:48 PM

“Chatting” or chatting with a virtual assistant is a background trend that now complements our digital interactions, mainly in Web and mobile apps mode. Today, the use of intelligent chatbots  in the enterprise is growing, especially for customer and end user support.

Topics: Corporate Chatbot