Category: Uncategorized

I was fortunate to co-present with a well-known AWS AI expert at a recent event where I shared my predictions for AI in 2020. One of my predictions was that “NLP” would replace AI as the next buzzword. Ok…so what does that mean? In 2019, artificial intelligence (AI) was thrown around as a requirement for…

In February, we released the findings of a Pulse Report focused on the top IT service management (ITSM) strategies and initiatives for 2019. The report found that 62 percent of IT leaders were at the consideration point or beyond when it came to implementing AI in the form of chatbots for ITSM. I wasn’t surprised…

Our vision at Espressive is a world where employees get help without friction. We do that by automating resolution of employee reported issues and requests with exceptional employee experiences. Our core belief is that if the experience isn’t exceptional, employees will not adopt self-help solutions. It is great to see the level of engagement that…

Research proves that apps better be fast, or they won’t make the cut with your employees. Here are a couple of stats to consider when building out your chatbot: 80% of users delete apps due to poor performance1 53% of mobile users abandon sites that take over 3 seconds to load2 This is particularly true…

Cool happens to be one of my favorite words – I’m told I say it often. Now that Espressive has been named a “Cool Vendor 2019” by Gartner, I have to admit I like it even more. So, it makes sense to write a blog about what’s cool about being in the recent Gartner report,…

A flurry of startups have tried to address low adoption of intranets and service portals with the use of chatbots to automate employee self-help. These startups are integrating chatbots into collaboration tools such as Slack and Teams since these are tools employees are already using. While employees get to interact with a chatbot, to them…

A paradigm shift is defined as an important change that happens when the usual way of thinking about or doing something is replaced by a new and different way—because the original way wasn’t working. However, people and systems resist change, so paradigm shifts can take a very long time . . . unless the change…

Microsoft Office has long been the standard application suite used by enterprises. We are all familiar with the suite’s core products including Microsoft Word, Excel, PowerPoint, and others. These products have become ubiquitous and people are simply expected to know how to use them. So, what happens when the applications we all know and love…

A recent Pulse Report revealed that 62% of IT service management (ITSM) leaders are considering or actively pursuing AI projects to help reduce help desk call volume so they can divert CIO budget to strategic initiatives. That sounds great, but will they succeed? Not if they choose technology that is repackaging the same solution employees…