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.
As Dexcom experienced tremendous growth, Dennis Vazquez, Head of IT, saw an opportunity to automate the service desk rather than continue to hire more help desk agents. To achieve this, Espressive Barista, an AI-based virtual support agent, was launched to provide one place where employees could go to get help.
Barista did more than just automate the resolution of repetitive questions. Barista opened up the opportunity for Dennis to completely rethink how a service desk should be structured. Learn how Dennis restructured his team, upskilling his agents for new responsibilities, all while improving the employee experience.
Pat Calhoun, CEO and Founder of Espressive, interviews Dennis to learn his secrets for building a highly efficient IT organization through automation – achieving The Gold Standard in IT Service Desks.
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