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.”
“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.”
“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.”
“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.”
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.
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.
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.
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.
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
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%.
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.
We launched Barista with an immediate ROI. This is important in a hybrid work environment and is helping us propel our business forward.