Espressive and AWS

Espressive and AWS

Espressive leverages the power of Amazon Web Services (AWS) to deliver Espressive Barista, our AI-based virtual support agent, as a cloud-based SaaS service. With AWS, we are able to provide the exceptional experience of a consumer-based app to enterprise customers.


USE CASE
USE CASE	Access Request	Laptop Refresh
PROBLEM
PROBLEM	Granting access to applications was taking a disproportionate amount of time from help desk agents Waiting for application access was causing employees to lose productivity	Aging laptops were creating a financial risk Asset management was costly Managing requests was cumbersome
SOLUTION
SOLUTION	Barista automates the process of granting access to applications via the Okta API Barista integration with ServiceNow enables automatic generation of software entitlement information	Barista proactively notifies employees when laptops need refreshing Employees have an Amazon-like shopping experience Delivery is automatically coordinated for remote employees
RESULTS
RESULTS	Deflection rate for all help desk requests (not just application access) reached 40% just six weeks after deploying Barista Productivity was significantly improved for both help desk agents and employees	Over 300 laptops were refreshed in the initial global rollout The program has been highly adopted due to a “fun” employee experience Saves time, reduces financial risk, and keeps employees productive

The Requirement for Conversation-Level Speed

CIOs have recognized that artificial intelligence (AI) in the form of chatbots has the potential to solve two key problems: (1) low adoption of employee self-service portals, and (2) high service desk call volumes.

That assertion is correct, but it brings the requirement for conversation-level speed. Espressive delivers conversation-level speed by working with AWS.

Modern Apps Require a Modern Architecture

Unlike legacy ITSM solutions that use per-customer virtual machines (VMs), Espressive takes advantage of an elastic architecture with a modern, container-based design.

The AWS EC2 architecture supports the performance requirements of AI-based applications
AWS multiple data center availability, combined with the stateless connectivity of Barista, ensure maximum availability
The container-based architecture leverages the on-demand scalability of AWS to deliver continued performance, even at peak loads with thousands of users

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.

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Espressive and AWS