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.

Intelligent Automation: From Science Fiction to Real World Results

The hybrid workforce will continue through 2021, so it is critical to provide 24/7 support for employees who are struggling to be productive working from home. At the same time, the recession is forcing enterprises to cut costs—which means you can’t just add more agents to solve the problem. As a result, intelligent automation of employee self-help has become an imperative.

Implementing a virtual agent for employee self-help is a great idea but hiring data scientists and computational linguists to make it happen is nothing short of a science experiment. Without a large amount of data (i.e., user interactions and time), it will fail. Can you afford to take that risk?

In this webinar you will learn:

• How to de-risk the decision to implement a virtual agent
• What is required to deploy in 6 weeks with ROI on day 1
• Real-world examples of enterprises who have achieved success

Speakers:

Fran Fernandez
Chief Product Officer, Espressive

As the first ever product manager hired at ServiceNow, Fran is intimately familiar with the IT service management (ITSM) market. Fran has a wealth of experience in both artificial intelligence (AI) and natural language processing (NLP) and is a pioneer for conversational chatbots. He is an expert in blending consumer design principles with the best AI technologies to create exceptional self- help experiences. Prior to being chief product officer at Espressive, Fran held leadership positions at ServiceNow, BMC Software, and CA Technologies. As director of product management at BigPanda, Fran helped organizations process a storm of data into meaningful inputs they could react to.