Senior Manager for End User Support Services at Five9
Real User
Top 10
2023-11-21T18:27:00Z
Nov 21, 2023
Espressive Barista is used as the main intake point for our internal IT support. We currently offer Espressive Barista through various channels for users to access IT support, with Slack being our primary channel.
We integrated Espressive Barista with our many SaaS-based applications. The solution provides end users with instant access to applications whenever they need it. This resolved 50 percent of IT tickets on a daily basis. Espressive Barista also provides users with instant help, so they don't have to wait for IT support. For example, if a user is logged out and needs to reset their password, Espressive Barista can help them do so immediately. The solution is deployed as SaaS.
Business Services Technology Manager at a recreational facilities/services company with 5,001-10,000 employees
Real User
2022-10-14T19:24:45Z
Oct 14, 2022
Our company has an IT, HR, and finance department. We have been attempting to use the one bot for all three departments. I'm on the finance side, and we programmed it to provide internal knowledge for our employees. We have clubs across the country, so my part was to ensure that employees could find the financial information they need, such as "How do I enter a mispunch?" Or, "Where's our benefits information?" Things like, "How do I pull my P&L?" Or, "Where's my expense report?" We created workflows and FAQs for the bot to respond to, and then tried to deflect those from having to submit tickets into our ServiceNow platform. If the bot couldn't answer a question, at least it could provide the back and forth communication so that our agents responding to tickets in ServiceNow could have more information to go off of to resolve the request.
IT Desktop Support Lead (IT Analyst III) | Application Administrator at a energy/utilities company with 5,001-10,000 employees
Real User
2022-04-29T00:14:00Z
Apr 29, 2022
Our primary use case is to assist our help desk. First of all, we didn't have a way for our users to reach our help desk via chat. We were still receiving phone calls and emails full-time. Every year, we were renewing the phone licenses with Cisco for each of the analysts, as well as the queues and other related things. We wanted to move that towards chat but we also wanted to move it one step further. With Barista, it allows us to move support to chat but it also allows us to provide an answer to the users before they even have to reach the help desk. This meant that we were killing two birds with one stone. We're able to get away from the phone calls and move to chat and we were able to support users without having to give our help desk a lot of work.
Our primary use case is for an internal help desk. We implemented this solution because we were trying to drive some scale for the organization. It contributed to the strategy of trying to automate more of the business.
Barista, Espressive’s innovative virtual support agent (VSA) platform, takes on the role of the service agent, bringing the best of human experience with the best of artificial intelligence. Leveraging a proprietary and domain-specific large language model (LLM), the Employee Language Cloud, as well as integration with generalized LLMs, Barista automates resolution of employee questions, issues, and requests with personalized experiences that result in employee adoption of 80 to 85% and...
Espressive Barista is used as the main intake point for our internal IT support. We currently offer Espressive Barista through various channels for users to access IT support, with Slack being our primary channel.
We are a reseller of Expressive Barista. Most of the use cases are related to self-service IT support.
It is used by our employees to ask questions that they would normally ask of our service desk, to get help with all of their needs.
We integrated Espressive Barista with our many SaaS-based applications. The solution provides end users with instant access to applications whenever they need it. This resolved 50 percent of IT tickets on a daily basis. Espressive Barista also provides users with instant help, so they don't have to wait for IT support. For example, if a user is logged out and needs to reset their password, Espressive Barista can help them do so immediately. The solution is deployed as SaaS.
What we're using it for is strictly IT-related content. People ask Barista questions and get answers to their IT questions.
Our company has an IT, HR, and finance department. We have been attempting to use the one bot for all three departments. I'm on the finance side, and we programmed it to provide internal knowledge for our employees. We have clubs across the country, so my part was to ensure that employees could find the financial information they need, such as "How do I enter a mispunch?" Or, "Where's our benefits information?" Things like, "How do I pull my P&L?" Or, "Where's my expense report?" We created workflows and FAQs for the bot to respond to, and then tried to deflect those from having to submit tickets into our ServiceNow platform. If the bot couldn't answer a question, at least it could provide the back and forth communication so that our agents responding to tickets in ServiceNow could have more information to go off of to resolve the request.
Our primary use case is to assist our help desk. First of all, we didn't have a way for our users to reach our help desk via chat. We were still receiving phone calls and emails full-time. Every year, we were renewing the phone licenses with Cisco for each of the analysts, as well as the queues and other related things. We wanted to move that towards chat but we also wanted to move it one step further. With Barista, it allows us to move support to chat but it also allows us to provide an answer to the users before they even have to reach the help desk. This meant that we were killing two birds with one stone. We're able to get away from the phone calls and move to chat and we were able to support users without having to give our help desk a lot of work.
We solve self-service requests with this solution.
Our primary use case is for an internal help desk. We implemented this solution because we were trying to drive some scale for the organization. It contributed to the strategy of trying to automate more of the business.