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
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 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
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
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
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.