Santa Clara, CA
Enterprise applications: Human Resources (HR)
- “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. The focus is on answering Frequently Asked Questions (FAQs). An FAQ Management tool allows a company to update the Natural Language Processing without the help of Espressive.
- “Personalized experiences result in employee adoption of 80 to 85% and reduced help desk call volume of 40 to 60%”
- A Barista Case Management tool allows internal service providers such as HR, Payroll, Facilities, and Sales Operations to improve the experience and quality of support that they offer to employees.
Barista’s FAQ Manager enables subject matter experts to train Barista with answers to questions without needing any technical expertise, according to Expressive.
Barista Case Management integrates with the Espressive Barista virtual support agent. If Barista doesn’t have an answer, a ticket is automatically generated in Barista Case Management and routed to the appropriate service team, providing a seamless handoff from employee to agent. Once help desk agents accept assignment of tickets, they are able to view the entire conversation that occurred prior to the ticket being generated. With Barista case management, service desk agents can manage their work from any mobile device, including a smartphone.
Pat Calhoun, CEO and founder of Espressive, summarized in a company press release, “Espressive Barista automates the service desk by connecting employees directly to the answers they need through AI. The new product advancements improve the self-help experience for both employees and help desk agents, resulting in a greater ROI to the enterprise.”