9 min read

Customer Story : Colas and Konverso’s IT Virtual Agent

By Bertrand Lafforgue on Oct 12, 2021 11:15:00 AM

Colas, a subsidiary of Bouygues group, is the world leader in road construction. In the summer of 2021, the company deployed its first IT Chatbot in France with Konverso's Intelligent Virtual Agent.

Topics: Service Desk virtual agent
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
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