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
12 min read

The top 5 Best practices for a highly effective Virtual Agent

By Bertrand Lafforgue on Aug 16, 2021 9:24:18 AM

The New Normal

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 to the new normal.

The new normal for IT Support is made of Flexibility, Digital channel, Hybrid Intelligence & Automation. In the new normal, employees will no longer work 9/5, the millennium will not use the phone but rather engage with IT Service Desk via Slack or Teams.

Topics: virtual agent
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
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