Bertrand Lafforgue

Bertrand Lafforgue

Bertrand has co-founded Konverso where he leads strategy, sales, partnerships and business development. Konverso has developed a vertical chatbot powered by artificial intelligence to augment the Service Desk team to better support millions of employees everyday.

Recent posts by Bertrand Lafforgue

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
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
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