Predictive & Generative Multi-Turn Experience
Our ensemble model combines generative AI and other AI technologies to understand the intent of an employee interaction and make real-time decisions on the best possible outcome.
True Deflection with Intent-Less Architecture
BaristaGPT is our intent-less platform architecture that enables both our employee co-pilot and agent co-pilot to truly deflect employee issues. BaristaGPT delivers a predictive and multi-turn experience with an array of LLMs incorporated into the platform, plus all the reasoning and agentic capabilities necessary to deliver exceptional internal user support.
At the core of BaristaGPT is the Barista Experience Selector, our ensemble model that includes capabilities such as enterprise search, advanced troubleshooting, automations, and more.
Dynamic Workflows & Automations
With Barista, workflows can be generated instantly, eliminating the time required to build them. Dynamic workflows can even build runbooks directly from visual flowcharts. In addition, our WorkflowIQ feature eliminates the need to build complex intents and instead, automates the collection of information, enforcing company polices, and more. All this enables Barista to take automating resolution of employee issues to the next level.
Enterprise Search
Barista Enterprise Search enables Barista to harness an enterprises’ deep, collective knowledge to deliver precise, company-specific answers—eliminating the need for employees to hunt for answers in documents themselves. This is accomplished by leveraging state of the art Retrieval Augmented Generation (RAG) technology to scan all enterprise content repositories (e.g., ITSM, Confluence, Microsoft SharePoint), and trusted sites. In addition, Barista considers employee context (e.g., location, role) and access policies before delivering an answer.
Workplace Co-Pilot
Beyond solving employee questions and requests, our Workplace Co-Pilot serves as an employee’s productivity assistant by enabling the use of generative AI capabilities alongside enterprise content to boost employee productivity and support advanced task execution.
With Workplace Co-Pilot, employees and agents can access Barista to create content, summarize data and information, gain insights, and more.
Automated Outage Detection
Automated Outage Detection prevents agents from being monopolized by the number of calls triggered by outages. When an employee reports a problem, Automated Outage Detection validates the health of SaaS and on-prem applications as well as endpoints to determine the root cause of employee reported network, hardware, and software issues. This enables Barista to verify the availability of applications before executing complex runbooks to resolve issues—streamlining support processes and reducing the financial impact of outages on an organization.
TroubleshootingIQ
Even if a chatbot has the correct answer, it tends to provide a wall of instructions, rather than problem-solve with the employee.
Barista delivers a different experience with TroubleshootingIQ, which engages employees and agents in the problem-solving process, to identify root causes and recommend effective resolution. This is done by leveraging knowledge, trusted sites, historical agent transcripts and tickets to deflect issues that usually require human involvement.
