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
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
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