Espressive in the News

Virtual agents will become the experience integration hub for employees. As conversational AI, ML, and NLP capabilities expand, virtual agents will be able to resolve more complex issues and meet employees where they are to become the experience integration hub. Looking ahead, virtual agents will continue to evolve from automating the resolution of tier 1 service desk agents (password resets, questions on PTO, etc.), to resolving much more complex issues that historically required higher skilled IT staff.

The future of work is upon us. The era of the hybrid workforce -- made up of employees who work remotely part time or only come into the office for scheduled group activities, while others work either in the office or remotely full time -- has arrived in full force. By the end of 2022, Gartner <a href="https://www.gartner.com/en/newsroom/press-releases/2021-06-22-gartner-forecasts-51-percent-of-global-knowledge-workers-will-be-remote-by-2021?_sp=20a0cef6-571f-42d9-8b4a-614698bd30ee">forecasts</a> the share of knowledge workers working remotely will increase to 47%, up from 27% in 2019.

Service desk call volume has long been an issue, and now the challenges are greater with the transformation to a hybrid workforce model.<a href="https://www.prnewswire.com/news-releases/pulse-report-on-the-state-of-it-service-management-reveals-that-enterprises-are-prioritizing-artificial-intelligence-for-itsm-in-2019-300797720.html"> A Gatepoint Research</a> study from 2019 found that the number one ITSM initiative was reducing service desk call volume. Despite that, in 2022, the latest<a href="https://www.espressive.com/wp-content/uploads/2022/02/virtual-support-agent-strategies-one-minute-white-paper.pdf"> Gatepoint Research</a> report shows that 74% of in-office staff turn to phones for help, and 80% of off-site staff are also phoning the help desk, so not much has changed.

While most professionals welcome the convenience and flexibility of remote work, for nontech employees, suddenly having to “self-serve” their tech issues can be intimidating. When working in an office, a tech issue is often easily resolved with a quick call or IM to summon someone from the IT team to fix the problem in person.

Artificial intelligence (AI) has captured the imagination of the world. And if you listen to all the hype, it now appears to power nearly every facet of our existence. Of course, this is far from the truth. Still, it’s unquestionable that various forms of AI are now seeping into vast swaths of the enterprise technology landscape with the promise of improved efficiency, faster throughput, and improved experiences

Thanks to an emerging generation of automation tools, there’s finally an opportunity to clear away the onerous and administrative tasks that have bogged down IT and data professionals for decades. The technologies that are freeing them up from onerous data management tasks are guided by robotic process automation (RPA), robotic data automation (RDA), low- and no-code platforms, and other forms of data automation that are making their way into the enterprise

The global artificial intelligence industry is expected to grow to $554 billion in total revenue by 2024, according to market research firm IDC. Virtually every industry is being disrupted by AI, automation and robotics. Whether it be machine learning, smart applications and appliances, digital assistants or <a href="https://money.usnews.com/investing/stock-market-news/slideshows/top-autonomous-vehicle-stocks-to-buy-now">autonomous vehicles</a>, companies that aren't investing in AI products and services risk becoming obsolete

HR teams constantly receive queries from employees. Further, employees across geographies wanting personalized answers create a few challenges for HR systems and professionals. Espressive recently announced integrations with a few leading HR systems to solve these challenges.

Espressive, a provider of artificial intelligence (AI) for enterprise service management (ESM), is offering integration with leading HR systems such as Workday, SuccessFactors, and BambooHR. This move gives employees one place to go for immediate, personalized answers to all of their HR-related questions and issues, according to the vendor.

Language is at the heart of human intelligence. It therefore is and must be at the heart of our efforts to build artificial intelligence. No sophisticated AI can exist without mastery of language.

Leading AI-based Virtual Support Agent Barista Embedded into DXC Modern Workplace to Deliver Immediate Help for Customers, Fastest Time-to-Resolution, and Improved Employee Experience

Espressive announced a partnership with Ivanti, the provider of the Ivanti Neurons automation platform that empowers organizations to discover, manage, secure, and service from cloud to edge. The recently announced Ivanti Neurons Digital Assistant is an AI-powered virtual support agent powered by Espressive Barista that enables Ivanti customers and partners to