How does conversational AI change the Service Desk experience?

Presented by

Bertrand Lafforgue, Co-Founder and CEO, Konverso

About this talk

CXOs continue to face unique challenges to maintaining employee engagement and managing in a hybrid work environment. In the meantime, Conversational AI has gained traction in the workplace to simplify the employee experience and boost engagement. In this session, Bertrand explores how Conversational AI supercharges the experiences of employees and service desk agents. He‘ll examine the actions of leading companies in the field and evaluate the overall impact of Conversational AI on the workplace. He'll look at concrete examples of how IA can proactively support employees, seamlessly connect them with the best available agent and augment the agents as well.
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The Service Desk Institute (SDI) has been connecting service professionals across the world since 1988 and is the leading global community for everyone working in the service and support industry. Our mission is to inspire service desks and support teams to be brilliant. With a passion for providing industry best practice and sharing knowledge, SDI is dedicated to guiding, inspiring, and connecting ITSM, service desk and support communities. A respected, trusted and independent advisor to the industry, SDI has inspired thousands of organisations and professionals around the world to embark on journeys of service improvement and to be the best they can possibly be. For more information, visit