Did you know you can use Slack to automate employee self-help? Slack is a great channel for employees to get the answers and assistance they need, but if not done right, you might end up hiring even more help desk agents just to monitor public channels. Benjamin Wesson, VP of Product Management at Espressive, shows…
Author: Leah Lindblom
Did you know you can resolve up to 76% of employee questions using Espressive Barista? Fran Fernandez, Chief Product Officer of Espressive, shows you how in a 15-minute video, the first in our demo series. It starts with selecting a solution like Barista that incorporates advanced NLP and conversational AI to automate resolution of employee…
The 2020 pandemic brought seismic shifts to organizations, the economy, and the world, impacting both employees and employers. While work from home mandates struck in March of 2020, they are expected to extend throughout 2021. In addition, a recent Gartner survey revealed that 90% of enterprises will allow work from home at least part of…
For years, help desk agents have been monopolized by employees asking the same questions over and over again. When that happens, it negatively impacts budget, mean time to repair (MTTR), and workforce productivity, plus the most strategic initiatives don’t get the attention they deserve. And it’s not just IT questions. Employees ask questions related to…
According to McKinsey & Company, 62% of employed Americans are working from home as a result of the pandemic. The good news is that 41% of them are actually more productive working from home. The bad news is that 31% are less productive. Since the start of COVID-19, the ability for employees to shoulder tap their…
It’s a phrase you hear often in today’s digital age: “Turn off your phone—it’s better for your brain!” “You’ll see more of the world!” “62% of your service desk tickets will be deflected by your chatbot!” Wait—what was that last one? While the effects of actually turning off your phone have been debated elsewhere, when…
I wrote another blog called “Turn Off the Phones” that discussed employee adoption of self-help chatbots and suggested that when you have a chatbot that gives employees what they want, turning off service desk phones can result in extremely high adoption rates. Here are two case studies of Espressive customers that did just that. First…