Webinar
Webinar
96%
Reduction in health care costs
second line if needed
10M
Reduction in health care costs
second line if needed
80+
Reduction in health care costs
second line if needed
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— Name Surname, Job Title
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.
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.
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.
The Wall Street Journal recently reported that IT Leaders are seeking tech solutions to create a sense of belonging and trust in the workplace.
That’s one reason why a virtual agent (VA) is required for a hybrid workforce. What are the other four? Join Eric Johnson, CIO of SurveyMonkey, and Pat Calhoun, CEO of Espressive, to find out.
Key takeaways from this webinar:
Eric oversees the company’s information technology vision and IT roadmap, and drives priorities including security, data infrastructure, business intelligence, and enterprise tools that drive company scale and increase efficiency. Previously, he was CIO and SVP at both DocuSign and Talend. After 13 years at Informatica driving the vision and strategy.
Pat Calhoun is a visionary leader with an intense focus on user experience and customer adoption. He has founded two companies – Airespace and Espressive. As CEO at Espressive, Pat is set to transform the enterprise self-service experience to a consumer-like approach that drives employee adoption and significantly reduces help desk calls.
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