4 min read

Digital Transformation & ITSM: your journey with Konverso

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. 

Of course, User Experience is critical to maximize adoption and satisfaction. Some mature enterprises are already thinking about a “Mother Bot” that would enable multiple specialized Virtual Agents  to perform their activities with the best seamless experience for the end-user.

Therefore, our clients want to know how they can leverage our conversational AI platform to extend the corporate chatbot capacities beyond the IT Service Desk. Good thing we planned for that two years ago by spending time to develop our own conversational AI platform based on artificial intelligence and machine learning.

digital transformation & ITSM

A family of pre-built Virtual Agents  to speed up your Digital Transformation

Konverso has developed a family of Virtual Agents  based on its conversational AI platform, to address the digitalization  that CIO / CTO around the world are facing. Our virtual agent  include multi-channels bots supporting DevOps, bots assisting Digital Workplace managers to accelerate the adoption of O365, and bots automating Level 1 support for IT helpdesk  Managers.

For instance, you embarked on your ITSM journey because you wanted to transform the service experience in your enterprise and break beyond organizational silos with digital transformation initiatives and self service. You now have the right digital technology and framework for incidents management, change and release, and Knowledge Management.

 The next step is more tricky because it involves the essential element between the chair and the keyboard, users, who can make or break the success of any IT service management project. Because an ITSM implementation is a long-term change management project. 

You won’t simply inject your workflows in your brand new ITSM, but also define new ITSM processes  and follow new operational standards like ITIL. You need time to implement this change management strategy while setting up your IT support  tool and keeping up with the deployment of new applications.

That’s where Konverso’s Virtual Agent  for IT Service Desk come to the rescue, to not only take over time-consuming incident qualification and resolution tasks, but also to guide your users to follow new procedures and advise them about existing training. And good news, integrating a corporate chatbot in your brand new ITSM solution won’t be another deployment and onboarding project to manage. 

Because those IT specialized Virtual Agent  have already been tested to integrate with the major ITSM platforms and come loaded with 130 pre-built intents, push campaign capabilities and connectors to Digital Workplace solutions like Office 365.

With their AI capabilities, domain experts can quickly train Konverso’s Virtual Agent  on Knowledge Bases. When Knowledge experts from our client Computacenter trained Kbot on their enterprise knowledge base, it took a couple of days for Kbot Natural Language Understanding to reach 80% of correct understanding even before it was available to the end-users. (full Computacenter case study here).

Expand beyond your ITSM by designing and training your own Virtual Agent 

Now you can leverage the power of Konverso’s conversational AI platform to either build new virtual agent  or to extend Konverso’s existing Virtual Agent. Our software is truly designed for Enterprise deployment as we strive to match the Enterprise needs and best practices. 

At the heart of our processes are the concepts of Roles, Tenants, Audit Trails, Versioning, Phased Deployments, Clusters, or common Enterprise integration points (Authentication, etc.).

The Konverso conversational AI Platform is an end-to-end platform from designing to testing and deploying corporate chatbots. It includes analytics and lifecycle management tools and complete documentation and training to quickly master bot-building. 

Our customers can build once and deploy anywhere within minutes, through the simplicity of a GUI based back-office to design, build and integrate their Intelligent Virtual Agent. Back-office functions include “personalizing the chatbot UI”, “designing / testing (test dialogs in real-time at each development stage with built-in tracing and debugging capabilities) / releasing conversation flow”, “creating and managing entities”, “leveraging and adding classifiers”.  

Furthermore, customers can create their own conversation flows using drag and drops. It works like a decision tree that leverages NLU, conditional branching, multiple answer types (simple response, FAQ based response, workflow response, API calls, etc.), and supports a rich set of nodes. 

Developers get all the flexibility they need. Inside the workflow, they may call scripts (Python) that will implement a particular function such as making an API call to a third-party application, leveraging advanced AI or NLP algorithms. 

We also include Bot-level scripting hooks that enable our partners to define their own extra chat channel, to add their own connectors, to define their custom authentication and user mapping rules (mapping of users with roles, with identifiers in email, in any third-party application).

Integrate Konverso’s Virtual Agent with other Bots

By 2022, 70% of white-collar workers will interact with conversational platforms on a daily basis (source Gartner). AI agents  will be able to know more about end-users context and will act in multiple parts of a company’s operations—from IT Service Desk to marketing, sales, HR, or finance.

So you might need to integrate bots with bots from your subsidiaries or partners. Whatever the scenario, we believe that the interconnectivity of Virtual Agents  will be the next challenge. 

We are active in Bot-to-Bot integration, having worked already on a number of use cases like integrating ChatScript, by Bill Wilcox, Loebner Prize 2015 for the most human-like chatbot; and Pandora by Steve Worswick, Loebner Prize 2019. 

We have current integrations with the Microsoft Bot Connector, including its “direct line” which allows doing bot-to-bot (for instance with audiocode bot).

We totally support this vision of how chatbot communication can evolve, but it requires collaboration between the players on the market. That’s why Konverso is an active member of the Alliance for Open Chatbot which defines interoperability standards to enable efficient communication among chatbots.

What is at stakes is a better user experience and in the long run creation of business value and innovation thanks to chatbot cooperation. 

Bertrand Lafforgue

Written by 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.