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. 

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. 

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

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. 

How smart are chatbots now? Is your bot as smart as you would like it to be? What makes your Virtual Agent smarter or less capable than your competitor’s? There has never been such a gap among chatbot solutions on the market and more challenges for enterprise decision makers to really know what virtual agent to pick.

Today, companies are engaged in a race against time, to accelerate and succeed in their digital transformation. All functions within the organization are concerned by this transformation, but some of them are on the front line, like the Service Desk.