Energy Company Cuts Costs While Achieving Employee Satisfaction and Productivity

Challenges

The IT service desk team at this financial technology (fintech) company used a public-facing IT channel on Slack as a means for employees to get help. This caused a strain on the service desk since agents had to constantly monitor the channel, negatively impacting MTTR and employee productivity. In addition, top use cases required agents to handle them, taking significant agent bandwidth for highly repetitive tasks. Also, while the company invested in building knowledge content in Confluence, they had no visibility into what content was working.

Solutions

By making Espressive Barista available via direct messages on Slack, the number of questions going to the public IT channel was dramatically reduced. Barista integrates with Slack as a native app, answering employee questions or creating tickets in Jira on their behalf. The company automated their top use cases, including one that required a custom integration between Barista and their CMDB, enabled by the Barista Control Center. Also, because Barista enables feedback at the end of every transaction, the service desk team can identify content gaps and required updates.

Results

With Barista integrated into Slack, employees save time by receiving immediate, personalized answers. And with fewer employees relying on the public IT channel, agents are able to focus on more strategic initiatives. Now Barista deflects over 3,300 tickets per month, including 500+ that are fully automated (e.g., VPN connection issues, password reset), significantly reducing MTTR.

With Barista integrated into Slack, employees save time by receiving immediate, personalized answers. And with fewer employees relying on the public IT channel, agents are able to focus on more strategic initiatives. Now Barista deflects over 3,300 tickets per month, including 500+ that are fully automated (e.g., VPN connection issues, password reset), significantly reducing MTTR.

5 Reasons to Integrate Barista with ServiceNow

ServiceNow has focused on transforming IT back-office processes, including a ticketing system that has helped service desk agents be more productive. That is likely why you invested in them. However, when it comes to employee self-help, most report service portal adoption between 10-15%.

The great news is that you can maximize your investment in ServiceNow by integrating Espressive Barista, our AI-based virtual support agent (VSA), into your ServiceNow instance, reducing help desk call volume by 40% to 60%.

In this webinar, you will learn five reasons why you should integrate Barista with ServiceNow, including how to:

• Get a greater ROI from your ServiceNow investment
• Give departments outside of IT case management that is easy to use
• Resolve employee questions and issues immediately and automatically