Espressive in the News
A Look at What’s Been Driving Top IT Support Requests During the Pandemic
CMSWire | April 22, 2021COVID-19 has kept IT leaders busy. We’re not shocked, either. About 70% of tech leaders reported spikes in their IT ticket and call volume during remote working in the pandemic, according to the Nexthink Experience 2020 report. Of those IT ticket call volume reports, 77% cited VPN issues, 65% poor video calls and 51% WiFi connection as the top complaints from workers.
How To Unlock The Potential Of Your Collaboration Tool For Employee Self-Help
Forbes | April 20, 2021The pandemic hasn’t just impacted where people work, it’s also impacted the way people work. Collaboration tools such as Slack and Microsoft Teams have been more widely adopted over the past year to support distributed teams, facilitate remote work, ease communication and bring employees together — moving them from “nice to have” to necessity.
ChatOps is on the Verge of a Breakthrough for the Everyday Employee
InformationWeek | April 19, 2021ChatOps adoption is rising across the enterprise, revolutionizing how organizations connect people, bots, and tools. Is there a way to democratize ChatOps so it can be used by the broader workforce and improve the employee experience? While ‘ChatOps’ might sound like something out of the CIA’s playbook, its real-world application isn’t particularly espionage-like.
Return to the Office Poses New Challenges, Opportunities for CIOs
The Wall Street Journal | April 12, 2021Information-technology leaders are ramping up investments in collaboration tools and automating repetitive tasks as they reimagine a new era of “hybrid” work in the coming months, with employees splitting time between their homes and physical offices.
The Top 12 Best Recruiting and HR Chatbots – March 2021
SelectSoftware Reviews | April 6, 2021Are you looking to decrease the time your recruiting team spends sourcing and screening candidates? Then you’ll probably want to look at adding a chatbot to your talent acquisition tech stack. Several studies have proven that AI-powered technologies bring tangible ROI to organizations that implement them.
Year One AC: How the Digital Workplace Is Evolving Post-Coronavirus
Reworked | March 22, 2021The digital workplace is at a crossroads. After one year of the COVID-19 pandemic, vaccines are becoming more and more available and lockdowns are being lifted on a daily basis. How will the return to the corporate office affect companies and employees and what practices or methodologies will influence the next phase of business?
Artificial Intelligence In Help Desk Automation With Pat Calhoun Of Espressive
The Darius Gant Show | March 18, 2021How customers experience a company’s product or service is always top of mind for executives. However, wise executives know that employee experience should be equally valued. As businesses become increasingly driven by technology, the quantity of help desk tickets are growing exponentially. Quickly solving these issues results for employees has a direct impact on employee downtime and satisfaction.
How can Enterprises Enhance their Employee’s Self-Service Experience
EnterpriseTalk | March 4, 2021“Without a clear understanding of NLP requirements and the long-term investments required for success, chatbot initiatives will fail,” says Pat Calhoun, CEO, Espressive, in an exclusive interview with EnterpriseTalk.
Leveraging AI And NLP For Automated Resolution Of Tasks
Forbes | March 2, 2021Enterprises are quickly shifting their IT help desk strategies away from one where every employee’s issue or request requires human intervention to one that leverages artificial intelligence (AI)/natural language processing (NLP) for automated resolution. These are initial help desk automation platforms focused on providing automated responses to incidents or inquiries.
2021 AI Predictions: More Edge AI, Rise of ‘Data Mutinies,’ Wider Use of ‘Snitch Software’
AI Trends | January 7, 2021With growing demand and wider adoption due to affordability and accessibility, 2021 will bring broader deployment of AI at the edge solutions across various industries. AI and edge computing will play a crucial role for businesses in alleviating the growing strain of managing large amounts of data since processing data right at the edge versus needing to transfer it to the cloud, creating more powerful, versatile, responsive and secure solutions.
Consumer-Like Employee Self-Help Requires A Bridge Between AI And The Semantics Of Human Language
Forbes | January 5, 2021Whether completely remote, in the office with an abundance of safety precautions or a hybrid of the two, employees require immediate, personalized help 24/7. Because of the Covid-19 pandemic, delivering positive employee experiences is more important now than ever. Enterprises that deliver this will be in a better position to improve the employee experience, productivity and efficiency.
Espressive 2021 Predictions: The Employee Experience Will Become Synonymous with the Digital Experience
VMblog | January 1, 20212020 was an unprecedented year in enterprise tech. Many digital-natives shifted gears to quickly adopt a remote work environment and others experienced accelerated digital transformation beyond what would have happened in its normal course of time. In turn, the pandemic transformed the employee experience into a digital experience. Not only are employee expectations at an all-time high for these digital experiences, intelligent automation has become an imperative for IT teams and HR to maximize employee productivity and contain costs.
Top Strategic Priorities Enterprise Leaders will have in 2021
Enterprise Talk | December 31, 2020To succeed in 2021, the year that many business leaders are optimistic about – enterprises need to identify strategic priorities. Enterprise leaders across an array of industries have been tackling challenges in 2020 to keep their businesses functional. Now many of them are optimistic about the coming year due to the momentum they built by leveraging digital technologies for elevating employee and customer experiences.
Solving People and Technology Challenges with AI
TecHR Series | December 1, 2020The pandemic has caused seismic shifts in our world. Work from home mandates suddenly changed our day-to-day work life. From a personal level, health and wellness priorities as well as job and safety concerns have increased. McKinsey and Company reported that 62% of employees are now working from home. And while 41% of these employees are more productive, 31% are struggling. Not surprisingly, nearly 70% of employees also say this is the most stressful time of their lives, bringing employee burnout and the importance of employee well-being to the forefront. Employees are challenged to get things done and without the advantage of “shoulder tapping” colleagues, it is harder to get answers to even the most basic questions. Employees expect their work lives to be as easy as their consumer lives, which means the employee experience has become the digital experience. When getting help isn’t as easy as in their consumer lives, they struggle.
IT’s New Role: Powering The Hybrid Workforce Of The Future
Forbes | September 4, 2020In Silicon Valley, the work from home (WFH) phenomenon started quite a few years ago, mostly as a way for employees to avoid horrific traffic conditions. Some digital-native companies like GitLab were born with the concept that every employee would exclusively work from home. The Covid-19 pandemic and resulting work-from-home mandates introduced this concept to every single office worker across North America (if not most countries around the world).
Espressive Introduces Barista Conversational Surveys And Smart Ticketing
AiThority | August 3, 2020Espressive, a pioneer in artificial intelligence (AI) for enterprise service management (ESM) and a 2019 Gartner Cool Vendor, announced the latest advances in its virtual support agent (VSA) Espressive Barista, including Barista Conversational Surveys, the first AI-based survey to inform decision making while triggering actions in real time. Additionally, the new Barista Smart Ticketing capability employs machine learning (ML) to build a predictive model to accurately classify, assign, and prioritize tickets, enabling fast deployment and improved mean time to resolve (MTTR).
Pat Calhoun of Espressive: “How We Plan To Rebuild In The Post COVID Economy”
Authority Magazine | July 13, 2020As part of my series about the “How Business Leaders Plan To Rebuild In The Post COVID Economy”, I had the pleasure of interviewing Pat Calhoun. Pat Calhoun is a visionary leader with an intense focus on user experience and customer adoption. He has founded two companies — Airespace and Espressive. As CEO at Espressive, Pat is set to transform the enterprise self-service experience to a consumer-like approach that drives employee adoption and significantly reduces help desk calls. Pat’s first startup, Airespace, grew revenues to over $80M in two years before being sold to Cisco for $450M.
Espressive Expands Executive And Sales Teams To Propel Momentum In Intelligent Automation
AiThority | June 24, 2020Espressive, a pioneer in artificial intelligence (AI) for enterprise service management (ESM), announced the addition of Keno Helmi to its executive team as Chief Revenue Officer. Following Espressive’s recent Series B funding announcement and as the company drives toward an upcoming year of expansion, the addition of Helmi reflects the focus on fueling company growth and product innovation while addressing growing customer demand for Espressive Barista.
Seven Tips for Evaluating Virtual Assistants to Automate Employee Self-help
eWeek | June 17, 2020During the past several months, IT automation has gone from a “nice to have” to an imperative for enterprises to stay productive. CIOs are now focused on how to prepare for employees returning back to the office, while also providing assistance to those still working from home.
COVID-19 Response: Espressive Makes AI Help Desk Free for 90 Days
DevOps.com | April 3, 2020Espressive, a provider of a help desk software that makes extensive use of artificial intelligence (AI), announced this week it will provide free access to its software-as-a-service (SaaS) platform for the next 90 days.
Espressive Raises $30 Million Series B to Gain AI-Leadership in Enterprise Service Management
HR Technologist | March 26, 2020Espressive, a service management platform powered by artificial intelligence, announced $30 million in Series B funding led by global venture capital and private equity firm, Insight Partners with participation from Series A investors, General Catalyst, and Wing Venture Capital.
Espressive Unveils New Barista Innovations to Lead Market in Conversational Chatbots
AiThority | March 26, 2020Espressive, a pioneer in artificial intelligence (AI) for enterprise service management (ESM) and a 2019 Gartner Cool Vendor, announced new innovations to its flagship product, Espressive Barista, to further extend the accuracy of the advanced NLP engine, expand the power of conversational AI with over 750 million employee phrases, and eliminate the requirement for technical AI expertise to perform content updates.
Espressive books $30M Series B
PitchBook | March 26, 2020Espressive has raised $30 million in a round led by Insight Partners, with participation from General Catalyst and Wing Venture Capital.
Espressive Raises $30M Series B To Automate Help Desks
Crunchbase | March 25, 2020Enterprise service management startup Espressive raised $30 million for its Series B round, the company announced Wednesday.
Espressive Raises $30 Million Series B to Cement Leadership in AI for Enterprise Service Management as Demand for Intelligent Automation Heats Up
AiThority | March 25, 2020Espressive, a pioneer in artificial intelligence (AI) for enterprise service management (ESM), announced $30 million in Series B funding led by global venture capital and private equity firm Insight Partners with participation from Series A investors, General Catalyst, and Wing Venture Capital.
Espressive Raises $30M in Series B Funding
FinSMEs | March 25, 2020Espressive, a Santa Clara, Calif.-based artificial intelligence (AI) for enterprise service management (ESM), raised $30m in Series B funding.
Espressive lands $30M Series B to build better help chatbots
TechCrunch | March 25, 2020Espressive, a four-year-old startup from former ServiceNow employees, is working to build a better chatbot to reduce calls to company help desks. Today, the company announced a $30 million Series B investment.
SAIC acquires Unisys Federal for $1.2 Billion, adds significant FedCiv footprint
G2Xchange | February 7, 2020“Science Applications International Corp.” a premier technology integrator, today announced that it has entered into a definitive agreement to acquire Unisys Federal, in an all-cash transaction valued at $1.2 billion ($1.025 billion net of the present value of tax assets of approximately $175 million), in a highly strategic and value creating transaction.
NLP is the Next Buzzword
VMblog.com | February 3, 2020In 2019, artificial intelligence (AI) was thrown around as a requirement for chatbots. Unfortunately, the specific requirements of AI were not clear, causing confusion when evaluating options.
2020 Digital Transformation Predictions
APMdigest | January 7, 2020As part of APMdigest’s 2020 predictions, industry experts offer predictions on how Digital Transformation will evolve and impact business in 2020.
AI Chatbot Technology Predictions for 2020
insideBigData | January 4, 2020As we enter 2020 and embrace a brand new decade, technology acceptance is continuing to accelerate for a broad range of industries.
“Above the Trend Line” – Your Industry Rumor Central for 12/30/2019
insideBigData | December 30, 2019Above the Trend Line: your industry rumor central is a recurring feature of insideBIGDATA.
“Above the Trend Line” – Your Industry Rumor Central for 12/24/2019
insideBigData | December 24, 2019Above the Trend Line: your industry rumor central is a recurring feature of insideBIGDATA.
99 (Extra!) AI Predictions For 2020
Forbes | December 18, 2019This Q&A is taken from Tom Standage’s description of how he interviewed AI (language model GPT-2) for The Economist The World in 2020.
Can AI Improve the Employee Self-Help Experience? HR Leaders Weigh In
HR Technologist | December 17, 2019Statistics continue to prove that IT is looking at artificial intelligence (AI) to improve the employee self-help experience.
AI Predictions for 2020: Customizable, Edge Computing, Data Transparency, RPA, Chatbots
Aitrends | December 5, 2019We reached out to a range of AI practitioners for their predictions on AI Trends in 2020.
General Catalyst’s Steve Herrod sees his tech expertise as a big asset
TodayHeadline | October 31, 2019Steve Herrod thinks he has an advantage over other venture capitalists – he’s got a deep background in technology.
3 Tech Tools for Talent Management
Broadleaf Blog | October 16, 2019Barista is an employee-friendly “virtual support agent” (VSA) that eliminates the typically time-consuming and ineffective intranets of your standard office environment. Akin to Amazon’s Alexa or your Google Home device, Barista—from enterprise AI company Expressive—uses AI to field questions and offer answers to curious workers.
AiThority Interview with Pat Calhoun, CEO and Founder at Espressive
AiThority | October 11, 2019When employees have an exceptional experience, they are both satisfied and productive. When the opposite occurs, their frustration compounds the lack of productivity and could ultimately result in retention issues.
AI Stats News: 86% Of Consumers Prefer Humans To Chatbots
Forbes | October 2, 2019Recent surveys, studies, forecasts and other quantitative assessments of the progress of AI, highlighted the growing reluctance of US consumers to chat with chatbots, the growing expectations of AI as a critical business component, and the growing employee skills gap due to the deployment of new technologies.
Survey finds human-resources leaders turning to AI in force
AI in Healthcare | October 1, 2019Leaders of HR departments are looking to AI for help improving the employee experience. As part of the effort, some 59% are considering or already adding virtual employee assistants like chatbots.
New Survey Reveals That HR Leaders Are Prioritizing AI to Improve the Employee Experience
AiThority | October 1, 2019Espressive, the pioneer in artificial intelligence (AI) for enterprise service management and a 2019 Gartner Cool Vendor, released the findings of a new Pulse Report focused on the top HR service management strategies and initiatives for 2019.
New Espressive Survey Reveals That HR Leaders Are Prioritizing AI to Improve Employee Experience
HR Technologis | October 1, 2019Espressive, the pioneer in artificial intelligence (AI) for enterprise service management and a 2019 Gartner Cool Vendor, today released the findings of a new Pulse Report focused on the top HR service management strategies and initiatives for 2019.
New Survey Reveals That HR Leaders Are Prioritizing Artificial Intelligence To Improve The Employee Experience
TechHRSeries | October 1, 2019Espressive, the pioneer in artificial intelligence (AI) for enterprise service management and a 2019 Gartner Cool Vendor, released the findings of a new Pulse Report focused on the top HR service management strategies and initiatives for 2019.
SAIC partners with Espressive to offer next-gen IT solutions
ReportsGo | July 31, 2019
Science Applications International Corp. (SAIC), an American IT firm that provides government services, is collaborating with Espressive, a California-based tech company that has developed AI technology for employee self-service needs. According to reliable sources, Espressive Barista virtual assistant will be fused with SAIC’s U-Centric IT solution to provide consumer automated services for resolving user issues, questions and requests using AI technology and natural language processing.
5 Channel Partner Updates
CHANNELe2e | July 31, 2019Here are five (actually, far more…) technology news updates, insights, chatter, and plenty more to start your day for Wednesday July 31, 2019. Content for managed services providers (MSPs), cloud services providers (CSPs), IT consulting firms, systems integrators, VARs, independent software vendors (ISVs), and any other partner acronym that further caffeinates our already stellar SEO.
Enterprises Welcome the New AI-based Solution to Drive Employee Empowerment
CIOReview | July 30, 2019AI in enterprise service management offers exceptional employee experiences by redefining ways to help employees at the enterprise level. Espressive, an AI solution provider for employee self-service, has introduced advanced features of approver workflows to Espressive Barista, an AI-based Virtual Support Agent (VSA).
SAIC, Espressive Unveil Integrated Virtual Assistant IT Support Tool; Coby Holloway Quoted
ExecutiveBiz | July 30, 2019Science Applications International Corp. and artificial intelligence software developer Espressive have entered into an agreement to integrate the latter’s virtual assistant tool into SAIC’s U-Centric self-service help desk platform. The Santa Clara, Calif.-based startup’s Barista virtual support agent deploys AI and natural language processing to address user requests and provide information technology support across all organization operations through any device, SAIC said Tuesday.
How to explain machine learning in plain English
The Enterprisers Project | July 29, 2019What is machine learning? What is ML vs. AI? What data problems could ML solve for your organization? Here’s how to discuss the key issues in plain terms. Machine learning is already pervasive: Most people probably don’t realize it.
Espressive Barista is the First AI-based Employee Self-Service Solution to Automate Processes While Maintaining Compliance
Intellyx Blog | July 25, 2019Knowledge Base Articles Are Understood and Presented Only as Specific Answers. Portals with knowledge base articles have been the standard self-service tool for over 10 years. However, when it comes to employee adoption of these tools, research firm Intellyx estimates an average of less than 10%.
Explore Artificial Intelligence in ITSM and the Tool Options
TechTarget | July 24, 2019ITSM vendors continue to add AI to their tools to augment IT staff, deflect contacts to the service desk and enable end users to be more self-sufficient. While these features might sound similar from one tool to the next, the ITSM products that offer them are as varied as the providers in the market, which range from traditional to emerging ITSM vendors.
M.R. Asks 3 Questions: Pat Calhoun, Founder & CEO, Espressive
Sand Hill | July 3, 2019With an intense focus on user experience and customer adoption, Pat Calhoun is set to transform the enterprise self-service experience to a consumer-like approach. No stranger to finding solutions that fill gaps in the IT Service Management field, Pat’s first startup, Airespace, grew revenues to over $80M in two years before being sold to Cisco for $450M.
Espressive Barista: Transforming the Employee Experience with a Virtual Agent Employees Actually Use
Intellyx | April 11, 2019Enterprises have invested countless dollars and resources trying to reduce internal employee support costs incurred in the form of IT help desks, HR service centers, and other enterprise support functions. The goal has been to deploy employee portals, intranets, and related self-service approaches to keep employees from needing to leverage these costly internally-facing resources.
19 Startups to Watch ’19
Database Trends and Applications | April 1, 2019The IT landscape is constantly being reshaped and contoured as organizations mature, and others merge or are acquired. Startups that seek to address new challenges are also on the horizon.
Innovations propel Espressive Barista beyond conversational chatbots
KMWorld | March 18, 2019
Espressive, a pioneer in AI for enterprise service management (ESM), has announced additions to its AI-based virtual support agent (VSA), Barista, which includes the new Barista Employee Language Cloud. With the additions, Barista goes beyond conversational chatbots to enable digital transformation of ESM to improve the delivery of AI-based employee self-help.
You Already Asked Me That!: Pre-Trained NLP for Answering Employee Questions – Over and Over and….
EnterpriseAI | February 22, 2019Until it undergoes laborious, data-intensive training by data scientists, AI is a tabula rasa, unknowing as a babe unborn. But what if AI came pre-loaded with specialized knowledge covering 60 or 70 percent of the training and development needed for its assigned task?
On the Radar: Espressive brings a true customer experience to employees
Ovum | February 20, 2019The advance of CRM and the focus on serving the customer has created an unintended consequence. While customers can find things, get queries answered, and have problems resolved quickly and easily, employees are like the cobbler’s shoeless children – queries and problems do not get solved quickly, and identifying the correct person or department is a lottery.
How AI-Based ITSM Apps Deliver Friction-Less Employee Experience
AiThority | February 20, 2019Espressive, a leader in AI for enterprise service management, announced its vision of a world where employees get help without friction at the Pink19 IT Service Management (ITSM) Conference. Historically, ITSM vendors have focused on solving the problems encountered by the service desk, rather than focusing on the employee experience.
Espressive Reveals AI for Enterprise at the Brink of Disrupting ITSM Industry
AiThority | February 19, 2019Espressive, the pioneer in AI for enterprise service management, has released the findings of a new Pulse Report focusing on the top IT service management (ITSM) strategies and initiatives for 2019. The report revealed that AI-based consumer-like apps will be critical to further digital transformation for key ITSM initiatives such as reducing help desk call volume and mean time to repair (MTTR).
Espressive provides AI consumer-like virtual assistant for enterprise service management
451 Research | February 19, 2019In 2017, we anticipated that the chat bot hype would transition into a larger trend encompassing workflow-centered approaches focused on redefining the end-user experience. Our assessment was that, while chat bots and intelligent assistants showed great potential – particularly for use cases in customer support, productivity apps and conversational commerce – there were still challenges to be addressed, including the incorporation of contextual understanding and machine learning (ML) to enable natural conversations.
2019 is the Year When AI Will Enable ITSM to Finally Shift Left
VMblog | February 6, 2019Customers traditionally have used IT Service Management (ITSM) tools to improve back office processes. More recently, IT set its sights on further embracing digital transformation by engaging employees via an effort to shift left.
AI skills: 5 ways to build talent internally
The Enterprisers Project | January 21, 2019Artificial intelligence skills are hot. It’s time to stop bemoaning the lack of AI talent and start training up existing staff. As artificial intelligence use cases expand inside all types of businesses and industries, you can expect another sequel to a timeless IT hiring story: The Skills Shortage, AI edition – coming soon to a team near you.
Crystal Ball 2019: ‘AI Transformation Poised to Begin in Earnest’
EnterpriseAI | December 20, 2018Years ago, the future was much more opaque. Now, it’s tangible, visible, it’s rising up all around us. A favorite quote from 2018: “I don’t predict the future, I observe it” (futurist Gerd Leonhard).
20 More AI Predictions For 2019.
Forbes | December 12, 2018Artificial intelligence (AI) is everywhere, driven by large investments, lots of startups, all established technology vendors, and enterprises big and small experimenting with what it can do for their bottom line. 120 predictions for AI in 2019 did not exhaust the subject, so here are 20 more.
AI in 2019: 8 trends to watch
The Enterprisers Project | December 4, 2018Forget the job-stealing robot predictions. Let’s focus on artificial intelligence trends – around talent, security, data analytics, and more – that will matter to IT leaders.
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