What is the Cost of Cost-Containment?

By Pat Calhoun, Chief Executive Officer
June 22, 2023

There’s no doubt that cost containment is essential in today’s economy to enhance competitiveness, drive profitability, ensure sustainability, mitigate risks, retain talent, and deliver value to customers. It enables organizations to adapt to the evolving economic landscape and remain resilient in the face of challenges.

Despite the advantages, cost containment has its own “cost” if it negatively impacts employees – and this is particularly true for IT service management. ITSM leaders are challenged to contain costs while ensuring that employee experience, productivity, and satisfaction do not decline.

The good news is that when AI is integrated into ITSM via a virtual agent, employee experience does not decline. Instead, it can be dramatically improved. In fact, Espressive Barista, our AI-based virtual support agent, saves costs while boosting employee experience, productivity, and satisfaction starting day one – guaranteed.

How do we do that?

  1. First, Barista reduces workload for the service desk. We have the highest automated resolution rate in the industry with customers achieving 55% to 67% on average, and that translates to the bottom line. Out of the gate our customers automate Tier 1 requests. And by leveraging the Integration Marketplace, they automate resolution for Tier 2 and beyond.
  2. Next, Barista improves service desk efficiency, which is important because not every inquiry can be handled autonomously. Barista has an advanced suite of capabilities including Barista Smart Ticketing™, Agent Assist, Service Quality Wizard, and Barista Analytics to deliver efficiency and increased productivity.
  3. None of that matters though if it takes months or longer to deploy. With the Barista Employee Language Cloud™, Barista comes out-of-box understanding 4B+ phrases across 15 departments in over 100 languages, so our customers deploy in as little as six weeks with immediate ROI. Our continuously learning technology, combined with our ML Ops team, ensures that Barista gets smarter and delivers more value over time.

Automating your help desk with Barista gives you the ability to reduce, uplevel, and/or redeploy headcount while scaling cost-effectively. I spoke with a CIO last week who is redeploying 20 employees to more strategic projects as a direct result of Barista, all while experiencing a reduction in MTTR. Another customer reduced help desk costs 75% by eliminating the company’s outsourced service desk.

Proof over promises is one of our core beliefs. Take me up on that and request a demo today so we can show you how you can dramatically reduce costs while improving employee experience.

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