Case study

Sustaining Growth with Automated Employee Self-Help

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ticket deflection


on day one


employee support

"Not only have we received positive feedback from our employees, but our help desk case deflection rates are above 50% and we are on track to achieve 70%, which has exceeded our expectations."

— Kumud Kalia, CIO, Guardant Health

Integrating Barista with Jira

As a rapidly growing company, Guardant Health needed a self-help solution to combat rising demands on their IT help desk. They integrated Espressive Barista, an AI-based virtual support agent, with Jira Service Management to automate employee self-help to sustain growth and support remote employees.

Barista integrates with Jira right out of the box and can leverage all content built for Confluence, so the help desk team did not need to change any of their backend processes.

With the integration, Guardant was able to achieve 57% ticket deflection and are on track to 70%.

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