AI is Making Our
Personal Lives Easier...

AI is Making Our
Personal Lives Easier...

But Getting Answers to Even Simple
Questions at Work is Still a Challenge

The Result?

Traditional IT service management tools have fallen short with only 10 to 15% average employee adoption.

That means a large portion of the CIO’s budget is spent on answering phone calls.

The Problem with Self-Service Portals

What’s Wrong With Today’s
Self-Service Portals?

Challenge 1

IT needs to build portals using skills that they generally do not have in house. This leads to a lengthy and often expensive development cycle. And then they have to maintain them over time.

What’s Wrong With Today’s
Self-Service Portals?

Challenge 2

Employees have to remember or bookmark the URL for a portal, which is easy if there is only one. But what if your enterprise has one for IT, another for HR, another for Finance, and so on?

What’s Wrong With Today’s
Self-Service Portals?

Challenge 3

When (and IF) employees use search to answer a question or resolve an issue, an exhaustive number of technical knowledge base articles are served. Employees are left to sift through the articles for answers that might be out of date or might not even be there at all.

What’s Wrong With Today’s
Self-Service Portals?

Challenge 4

If after all of that work there is no answer, employees have to open their own tickets. Once a ticket is opened, employees will be interacting with the help desk via email. Why not just start with a phone call or email in the first place to avoid unnecessary delays?

The Problem with Chatbots

Don’t Chatbots Address the Issues with Portals? No!

reason 1

Chatbots are an add on to portals. Self-service portals still need to be built and maintained. And, now IT has to build the virtual agent or chatbot too. That takes even more time and money.

Don’t Chatbots Address the Issues with Portals? No!

reason 2

Unless there is one chatbot for the entire enterprise, employees still need to determine the right one to go to for help. And chatbots are not able to personalize their responses once they are found because they have no context about the employee.

Don’t Chatbots Address the Issues with Portals? No!

reason 3

After a game of 20 questions to gain context, the employee is still left reading knowledge base articles. There are fewer articles now, but employees have already given up on using them.

Don’t Chatbots Address the Issues with Portals? No!

reason 4

When the chatbot opens a ticket, the chatbot leaves the conversation and the employee starts interacting with the help desk using email. If employees get resolution this way, they are more likely to bypass the chatbot next time and just send an email.

There Has to be a Better Way

Your employees are frustrated and don’t understand why it is so hard to get answers to questions in their work lives, which means your help desk agents are inundated with answering the same questions over and over again.

It’s time to bring AI into the enterprise, and that is where Espressive enters in.

Meet Barista and Redefine How Your
Employees Get Help

Barista is not a portal or a chatbot – Barista is a virtual support agent (VSA) designed with the speed and resiliency for today’s world.

  • Accessible with ease from any desktop or mobile device
  • Immediate answers, notifications, and guidance through complex processes
  • Interacts with employees throughout the entire lifecycle of requests
  • Extensive vocabulary tailored to the workplace out of the box
  • Learns on the fly to get smarter with each transaction
It’s time to bring the ease of consumer apps, such as Alexa and Google Home, into the workplace, delivering a personalized user experience that maximizes employee adoption and reduces help desk call volume. Learn More

Why Espressive?

We are the pioneer in AI for enterprise service management, delivering exceptional employee experiences that redefine how employees get help.

50 to 60%

Achieve employee adoption rates of 50 to 60% — up from 10 to 15% with portals and chatbots.

30 to 50%

Reduce help desk call volume by 30 to 50% — and focus valuable resources on critical initiatives.

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