In 2023, Gatepoint Research and Espressive surveyed senior decision makers across a broad range of industries to understand how IT has responded to supporting an ever-evolving hybrid workforce and what challenges they are facing.
Trimble chose Espressive to provide their employees with a global self-help solution. The Espressive AI-based virtual agent was favored over other solutions because of its support for over 100 languages, robust Jira integration, and limitless automation capabilities.
The Barista Interactions Dashboard is designed for management reporting and continual service improvement. The dashboard summarizes data on the interactions your employees have with Espressive Barista and allows you to drill down into the data behind the charts and metrics, in order to drive decisions to improve the service experience and target new content opportunities. The data is always current and in real-time.
The service desk invests a lot of time and resources every time an outage occurs. The Espressive Barista outage capabilities are designed to automate the process of creating tickets on behalf of impacted employees and automatically assign them as child tickets to the parent ticket (the main task or problem).
After evaluating several virtual agents, this data management company chose Barista integrated with Jira Service Management as their self-help solution. Barista automated their top call drivers, reducing repetitive tickets and improving MTTR.
By integrating Barista into Slack and streamlining their top use cases, this fintech company was able to automate 500+ tickets monthly, enabling their agents to focus on more strategic initiatives while dramatically improving MTTR.
Pat Calhoun, founder and CEO of Espressive, and William McKeon-White, Forrester Analyst, discuss the opportunities and challenges in automating your IT service desk, so you can meet the needs of your hybrid workforce.
IT service desks have been plagued with high call volumes for years, yet some organizations have managed to reduce or eliminate IT phone support entirely. How? By delivering a consumer-like experience with Espressive Barista.