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Espressive: A Leader in Chatbots, Says Research

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Espressive Barista Received Differentiated Rating in Architecture/Integration, Chatbot Readiness, Deployment and Security, Vision, and Market Approach Criteria

SANTA CLARA, Calif., November 11, 2020 – Espressive, a pioneer in artificial intelligence (AI) for enterprise service management (ESM), today announced it has been named a leader in The Forrester New Wave™: Chatbots For IT Operations, Q4 2020, published by Forrester Research. Espressive received a differentiated rating––the highest score possible––in five criteria including architecture/integration, chatbot readiness, deployment and security, vision, and market approach.The Forrester New Wave identified and evaluated the nine most significant chatbot providers for IT operations. Analysis was based on a 10-criterion survey and a two-hour briefing with each evaluated vendor. Market presence was also reviewed.

“We’re proud that Forrester Research recognized Espressive Barista as a Leader in the Forrester New WaveTM,” said Pat Calhoun, CEO and founder of Espressive. “We believe this recognition solidifies Espressive as a prominent innovator for enterprise service management. Unlike other vendors who focus solely on IT, our vision is to deliver frictionless employee self-help across the enterprise. To enable this, Barista recognizes employee phrases across 14 service teams and 9 languages today. In addition, our unique omni-channel approach meets employees where they are, resulting in the highest adoption and call deflection rates in the industry.”

According to the Forrester report, Espressive “is a good fit for companies that need an easy-to-adopt, ESM-friendly chatbot.” The report also states, “With deep ESM integrations, premade workflows, and the Barista Employee Language Cloud, Espressive provides a chatbot focused on ease of adoption and time-to-value. It achieves this with vendor-driven workflows and language development and management, reducing adoption barriers.”Espressive Barista represents a paradigm shift in the delivery of AI-based employee self-help. Barista understands 1.3 billion phrases across 14 major enterprise services teams and nine languages. Powered by an advanced natural language processing (NLP) engine and sophisticated machine learning capabilities, Barista bridges the gap between AI and the semantics of human language.

In March 2020, Espressive announced it secured $30 million in Series B funding to fuel product innovation and accelerate company growth. The investment round was led by global venture capital and private equity firm Insight Partners with participation from Series A investors, General Catalyst, and Wing Venture Capital. Jeff Horing, co-Founder and Managing Director at Insight Partners joined the Espressive Board of Directors.

The Forrester New Wave™: Chatbots for IT Operations Q4 2020 has been replaced with The Forrester Wave™: Chatbots for IT Operations Q4 2022. A complimentary copy of the new report is available here.

About Espressive

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 for more information.

Media Contact

Pam Njissang
Bhava Communications for Espressive