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.

You have invested time and money in Atlassian Jira Service Management platform. You want to unlock more value, increase employee productivity and relief your agents for recurring simple tasks. Here are 4 reasons Konverso’s Intelligent Virtual Agent brings more value for your Jira Service Management, with a user-centric and easy to use solution for Service Desk automation.

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.

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.

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.

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.

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. 

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.

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. 

Despite Office 365’s high potential business value – improved productivity, increased collaboration and reduced IT service costs – many companies struggle to achieve its promises.