Guardant Health Gains Help Desk Efficiency While Improving Employee Experience

 

Background

Guardant Health is a leading precision oncology company focused on helping conquer cancer globally through use of its proprietary blood tests, vast data sets and advanced analytics

 

Challenges

As a fast-growing company, it had no longer became sustainable for the IT help desk to hire agents at the same rate Guardant Health was expanding. And while the help desk team utilized Jira Service Management for this ITSM solution, employees often opted to physically stop by the help desk, rather than send an email that would generate a ticket in the Jira system. This meant help desk agents were constantly interrupted for routine questions and also caused a loss of visibility into metrics. These challenges were further complicated when the work from home mandates hit in March of 2020 and the help desk had to support employees who were working remotely for the first time.

 

Solutions

A self-service solution was necessary in order to sustain growth, support remote onboarding, and improve IT help desk service to all employees. Guardant Health selected Espressive Barista, an AI-based virtual support agent, to provide a self-help solution that employees could go to and receive immediate support, 24/7. Barista also integrates with Jira Service Management right out of the box.

 

Results

Barista is able to scale to meet the demands of the growing company. The help desk team has seen a growing trend of employees going to Barista first. Since the initial release of Barista, Guardant Health has achieved 57% ticket deflection and are on track to achieve 70%. Barista also provided an immediate return on investment (ROI) thanks to the Barista Employee Language Cloud, which includes researched content to build out the help desk’s existing knowledge base.

 

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