CIOReview Names Espressive in Top 20 Most Promising IT Service Management Solution Providers of 2018
Santa Clara, Calif., August 13, 2018 – Espressive, the pioneer in AI for enterprise service management, today announced it has been named by CIOReview as one of the Top 20 IT Service Management Solution Providers of 2018. A panel of CEOs, CIOs, and industry analysts including the CIO Reviews’ editorial board made the selection citing that these companies offer powerful solutions coupled with innovative strategies that are distinctively prominent in the field. They also pointed out that ITSM tool vendors have identified the significance of artificial intelligence (AI) to the IT industry.
“AI will fuel digital transformation in enterprises, and holds the promise of revolutionizing ITSM,” said Pat Calhoun, CEO of Espressive. “For years enterprises spent considerable time and effort building employee self-help portals only to experience low adoption rates. The reality is that applying AI for the sake of checking the AI box on top of a portal that has low adoption won’t create a different outcome. Success requires delivering an exceptional employee experience — because without employee adoption self-help doesn’t exist.”
People are exposed to artificial intelligence (AI) every day in their consumer lives and it is making their lives easier. In stark contrast, getting answers to even basic questions at work is still a challenge. Traditional IT service management (ITSM) tools have fallen short with only 10 to 15 percent average employee adoption. Barista, the Espressive AI-based virtual support agent (VSA), brings the ease of consumer virtual assistants, such as Alexa and Google Home, into the workplace, delivering a personalized user experience that maximizes employee adoption and reduces help desk call volume.
“AI needs to be core to a self-service solution — not bolted on as an afterthought—because employee self-help experiences need conversation level speed and enterprise scale and that can only happen if it is designed in from the beginning,” said Fran Fernandez, head of product at Espressive. “AI is a term that is often misused by vendors, so enterprises need to be sure to ask the right questions when evaluating solutions. For example, some ITSM chatbot solutions use a keyword search engine that results in a very poor user experience. Keyword search is not AI. A true AI-based virtual support agent (VSA) integrates technologies such as natural language processing (NLP) and language models (neural networks) to understand employee language.”
Espressive, the pioneer in automating digital workplace assistance, and a 2022 Forrester New Wave Leader, redefines how employees get help by delivering exceptional employee experiences. Barista, the company’s virtual support agent (VSA), brings the ease of consumer virtual assistants, such as Amazon Alexa and Google Home, into the workplace. Barista automates resolution of employee questions, issues, and requests with personalized experiences that result in employee adoption of 80 to 85% and reduced help desk call volume of 50% to 70%. Espressive is backed by Insight Partners, General Catalyst, and Wing Venture Capital, and is headquartered in Santa Clara, California. Visit www.espressive.com for more information.
Bhava Communications for Espressive