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.
With 49% of employees saying they’d quit if forced to return to the office, HR leaders are focused on defining strategies for retention and experience that extend through the employee lifecycle. They need to rethink the future of work in a hybrid world, and that means embracing emerging technologies.
Gartner predicts by 2023, 75% of HR service management inquiries will be initiated through conversational platforms. A virtual assistant incorporates conversational AI and automation to proactively reach out throughout the employee lifecycle easing onboarding, promotions, relocations, family changes, and more.
In this webinar, Criss Marshall, CMO and Employee Adoption Evangelist at Espressive, discusses the evolution in employee sentiment since the pandemic began and the implications that has for HR leaders. It also explores:
Criss has a passion for building employee adoption and engagement. Several years ago, she led the corporate rebrand of NetApp, inspiring 15,000 employees around the globe to adopt, embrace, and evangelize the new corporate brand. At Espressive, she developed an innovative Employee Adoption Program that is helping employees consume new digital technology — which is vitally important for the Future of Work where the "employee experience" is now the "digital experience."
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