7 min read

Veolia UK & Ireland automates IT Help Desk with Konverso

By Bertrand Lafforgue on Oct 20, 2020 5:08:01 PM

Veolia UK & Ireland started working with Konverso in February 2020. In the first weeks of the Covid-19 pandemic, Veolia decided to automate its IT Help Desk, to provide greater IT support to the teams transitioning from the office to work-from-home. Since June, Konverso’s Intelligent Virtual Agent has been live on Veolia UK & Ireland’s ITSM based on ServiceNow.

Topics: virtual agent
6 min read

Natural Language Processing: how AI understands our languages

By Amédée Potier on Oct 7, 2020 4:16:55 PM

Knowing how an AI understands languages is useful to build your own Intelligent Virtual Agent (IVA) or select an “off the shelf” conversational AI platform. Yes we mean Intelligent Virtual Agent and not chatbot, because Natural Language Processing skills put Virtual Agents in another league. So here are the main technical elements that enable an AI to understand a variety of written and spoken languages.

Topics: virtual agent
5 min read

How Machine Learning applies to Virtual Agents?

By Bertrand Lafforgue on Sep 29, 2020 10:40:12 PM

Machine Learning is a vast field and its importance has grown significantly over the last few years. It now plays a key role in the performance of Virtual Agents. However, people are still confused about the relation between Artificial Intelligence, Machine Learning and Deep Learning. Going back to a clear definition is a sure start. 

Topics: virtual agent
6 min read

What are the key differences between chatbots and virtual agents?

By Bertrand Lafforgue on Sep 24, 2020 12:27:50 AM

On paper, bots, chatbots and intelligent virtual agents might seem quite comparable… until you start communicating with them. Because mastering the human art of conversation requires a very particular set of skills. 

Topics: virtual agent
5 min read

What is an Intelligent Virtual Agent ?

By Bertrand Lafforgue on Sep 16, 2020 5:44:09 PM

You may have already read a lot of studies and white papers about bots, chatbots and intelligent virtual agents. Confusing, right ? Because unless you have directly been involved in a conversational AI project, the difference between those technologies might not be clear. So to give you the fundamental principles, here are 4 main characteristics of an Intelligent Virtual Agent (or IVA).

Topics: virtual agent
8 min read

What CAN you do with an Intelligent Virtual Agent ?

By Amédée Potier on Sep 9, 2020 5:48:13 PM

Intelligent Virtual Agents are conversational bots powered by Artificial Intelligence, capable of assisting humans in a variety of tasks thanks to an easy-to-use interface, from the IT helpdesk to HR and Finance. But what exactly are Intelligent Virtual Agents capable of, and what could you do with a Virtual Agent in your own organisation?

Topics: virtual agent
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
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
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. 

Topics: Corporate Chatbot Service Desk Microsoft virtual agent
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