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.
4 min read
How Machine Learning Automates Employee Contact Center
By Bertrand Lafforgue on Mar 12, 2021 3:54:01 PM
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 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.
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
3 min read
Microsoft enhances Konverso’s bot for employee productivity
By Bertrand Lafforgue on Nov 6, 2019 2:54:20 PM
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.
Topics: Service Desk Microsoft 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
2 min read
Microsoft adoption: Top 3 reasons to include a Chatbot
By Bertrand Lafforgue on Aug 26, 2019 8:47:57 PM
Despite Office 365’s high potential business value – improved productivity, increased collaboration and reduced IT service costs – many companies struggle to achieve its promises.