Technology consultancy firm Konversational has announced a new €3 million technology deal with IT solutions provider Ergo that promises to “radically transform” the latter’s customer service offering.
The deal, said to be an Irish market first, will enable Ergo to use artificial intelligence (AI) throughout its cloud-based IT services platform, meaning it can give its clients in the financial services, pharma, life sciences and public sector new features including a virtual assistant for troubleshooting IT problems.
It will also provide Ergo with a flow of data to make real-time decisions on client needs in “faster and smarter ways”, the companies said.
The technology, developed by global US digital workflow company ServiceNow and set to be implemented by Konversational, is regarded as pivotal to the ambitions of Ergo, which is the largest privately-owned IT services company in Ireland.
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It is also anticipated to generate revenue growth of more than €10 million in the next five years for Ergo, which employs more than 700 IT professionals across its Dublin headquarters and offices in Cork, Limerick, the UK, the United States, Colombia, New Zealand and Romania.
Konversational, which is a leading ServiceNow customer workflow partner in British and Irish markets and was founded in 2020 by industry veterans Richard Guy and John Gilleran, it is also headquartered in Dublin, with an office in London. It currently employs 40 people.
“We are pleased to partner with Ergo and to play a critical role as technology deployment partner, on this ambitious digital transformation project, which will drive Ergo’s commercial ambitions,” said Mr Gilleran, who is Konversational’s managing director.
The latest deal also builds further on Konversational’s relationship with Ergo, with the two companies partnering on another ServiceNow offering in July 2022.
“We are particularly proud at Ergo to be the first IT managed services provider to implement the ServiceNow managed service provider platform in Ireland. This technology, including cutting-edge AI capability, represents the future of customer service excellence, and it is our intention to be at the forefront of this revolution,” said Ergo Group managing director of managed services John Clancy.
“The platform will help us to serve our clients in faster and smarter ways by using data to understand their needs, preferences, and feedback and to help them self-serve on our platform.”
