Espressive was Named a Leader in The Forrester Wave™: Chatbots for IT Operations, Q4 2022

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.

Espressive was Named a Leader in The Forrester Wave™: Chatbots for IT Operations, Q4 2022

As a Leader Espressive received the highest scores possible in evaluation criteria such as: Chatbot Readiness, Product Vision, Market Approach, Partner Ecosystem, Supporting Products and Services.

​Our Key Takeaways:

• When evaluated among 11 vendors, in The Forrester Wave™: Chatbots for IT Operations, Q4 2022 -- Espressive was top ranked in the Strategy category.
• As a Leader Espressive received the highest scores possible in 20 criteria, including: Chatbot Readiness, Product Vision, Market Approach, Partner Ecosystem, Supporting Products and Services.
• According to the report, “Strategically, Espressive has fully aligned itself with customer success with its robust partner strategy, included services to ensure its customers' products meet end-user expectations, and built a pricing model with contract mechanisms designed to guarantee positive user outcomes."