Leading Organizations Trust Espressive
Effective Automation Requires a Comprehensive Approach
Highest Deflection Rate
Our customers experience 50 to 70% ticket deflection.
Enterprise Service Management
Barista delivers self-help across 14 departments in 107 languages.
Employee Adoption Program
We help you address change management to ensure success.
“Espressive automates employee self-help so our service teams can focus on things that impact our bottom line. That enables us to achieve cost containment while improving the employee experience with conversational AI.”
Eric Johnson, CIO, SurveyMonkey
“Dexcom grew 30% in 2020 putting a huge demand on our IT and HR help desks. Espressive enabled us to support that growth with 64% ticket deflection, 96% email interception, and 41% reduction in calls.”
Shelly Selvaraj, SVP of IT, Dexcom
“The new hybrid workforce demands an instantaneous response, and we deliver that with Espressive Barista. In the first month we achieved deflection in the mid 40s and are on a path to the 70s. We’re automating fulfillment of routine requests, and that’s only scratching the surface of what Barista can do.”
Kumud Kalia, CIO, Guardant Health
“Espressive is the only vendor I have worked with focused on change management. Their Employee Adoption Program armed us with deliverables that were customized for our six divisions, ensuring high engagement levels.”
Peter McGarahan, Sr. Director, IT, First American Title
Frictionless Self-Help In a Work From Anywhere World
Espressive Barista, our AI-based virtual support agent (VSA), incorporates advanced NLP and conversational AI to automate resolution of employee questions, issues, and requests with personalized responses that result in elimination of 70% of help tickets, enabling you to recoup 1.2 weeks of productivity per employee per year.
The native Slack integration was a natural fit for Guardant since that’s how we share information with each other. The new integrated Espressive Barista functionality facilitated rapid employee adoption.
– Kumud Kalia, CIO, Guardant Health
57%
Tickets deflected
ROI
On day one
24/7
Employee support
We had 40% fewer agents on our IT service desk versus the prior year when the work from home mandate brought a 292% increase in call volume. Barista scaled to do 99 agent days worth of work in one month.
– John Powers, Head of Client Support Services, Solar Turbines
40%
Fewer agents
292%
Jump in call volume
99
Agent days
Automated in 1 month
63%
Ticket deflection
As an enterprise, we’re continuously hiring to keep up with our growth. With Barista, I don’t need to add help desk agents at the same rate because employees are going to Barista for help.
– John Jacobs, Head of IT Desktop Support, Dexcom
93%
Accuracy rate
64%
Ticket deflection
96%
Email intercepted
43%
Decline in phone calls
By introducing Barista, we’ve been able to cancel our outsourcing contract and improve employee satisfaction at the same time. We’re already seeing an ROI.
– Head of the Unified Endpoint Management Team
62%
Tickets deflected
96%
VDI password resets automated
Eliminated
Outsourced help desk
The level of support was overwhelming from both an operations and strategic perspective. Barista was useful on day one, and within a few months, our metrics had already been overachieved
– Director of IT and Infrastructure
53%
Deflection in the first two months
75%
Employee adoption
ROI
Achieved on day one
We achieved exceptional time to value by eliminating help desk phone support shortly after deploying Barista. This allowed us to quickly realize savings by reducing help desk costs approximately 75%.
– Head of IT
75%
Reduction in help desk costs
62%
First week ticket deflection
Eliminated
Help desk phone support
We integrated Barista with Microsoft Teams. Then we put Barista on all our company managed desktops, laptops, iPads, and tablets. We’ve also added Barista to our ServiceNow portal and our internal app dashboard. We’ve got Barista meeting team members wherever they work.
– Director of ITSM
67%
Ticket deflection
ROI
On day one
Eliminated
Email channel support
We launched Barista with an immediate ROI. This is important in a hybrid work environment and is helping us propel our business forward.
– CIO
3,300+
Tickets deflected per month
500+
Tickets fully automated monthly
91%
Employee satisfaction
- Software Provisioning
- Password Reset
- Equipment Refresh
- Email List Management
- Application Migration
- Business Continuity
- Employee Readiness
- Onboarding
- Vacation Requests
- Open Enrollment
- Life Moments
- Benefits Inquiries
Redefine How Your Employees Get Help
Are you ready to increase employee satisfaction and productivity while you lower costs? We’d love to show you how.
request a demo