Automate Triage and Routing

 

Konverso’s platform automates the repetitive and time-consuming processes of creating, classifying, routing tickets or emails for agents. Combined with Virtual Agent for Service Desk it will also perform diagnostic and resolution.

 

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Classify 2-1

 

Konverso’s platform learns from past resolved tickets

Konverso’s platform offers machine learning-based automation to classify and route high volumes of tickets, thereby dramatically improving productivity, improve resolution times, and reduce misclassification.

Train with Machine Learning

 

Define the categories which you want to classify. Upload data. Select multiple models and tokenizers in our library. Launch the training. It will learn in a few minutes. 

Test models

 

 

From your data set, quickly create training and test sets. Once the training is done, perform tests and identify the best models.

Optimize with NLP

 

 

Wherever necessary, augment your models with symbolic NLP rules (entities, grammar, regex, pattern) to improve the performance of the models.

Analytics

 

 

Follow the performance of your models. Retrain when necessary.

 

Konverso’s value for IT service desks

Our solution supports service desk teams through historical ticket analysis and clustering. It can either recommend a new classification or perform auto-classification based on historical ticket. Konverso Smart Ticket reduces MTTR, bounce rates, and ticket misclassification.

 

Combined with Virtual Agent for Service Desk, it can automate knowledge resolution and ticket resolution notes and it can auto-resolve support requests across channels

30%

Reduction in calls to support operations

5%

Increase in employee productivity

40%

Increase in agent and employee satisfaction

Is your Help Desk optimized enough?

With our calculator, quickly analyze the potential savings that you could achieve by using a Virtual Agent.

 

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Success Story

NowBrains has decided to automate its IT Help Desk first-line support based on Konverso's technology. NowBrains will leverage Konverso's unique Machine Learning capabilities to learn from past resolved tickets provided by trusted agents and auto-triage tickets by classifying, routing, and assigning tickets to the right service agent

 

 

Nowbrains - success story

Additional Virtual Agent features

 

Partner Ecosystem
Konverso works with a growing ecosystem of partners ranging from technology partners, to SI and Online Service Providers.

Frame 2 new Atlassian logo Logo-Freshworks Salesforce Logo-Workday Micro focus logo

Virtual Agent for IT Service Desk

Konverso’s Intelligent Virtual Agent brings pre-built conversations for the most common enterprise IT scenarios to make it easy for employees to get things done quickly

 

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Konverso's conversational search

VIRTUAL AGENT FOR CUSTOMER SUPPORT Automation

Konverso’s Intelligent Virtual Agent helps customers automate their B2B support for their customers. Agents can focus on complex incidents while delegating to the Virtual Agent the responses to other queries.

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Konverso's Virtual agent for microsoft 365

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