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eBook

The Case for Conversational Al in a Hybrid World

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

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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.

How to Drive Performance in a Virtual World


No one had time to prepare for the pandemic, so enterprises transformed almost overnight. The result? Many force-fit an office centric way of work into a hybrid world. This resulted in a 33% reduction in productivity, 44% decrease in feelings of inclusion, and a 46% chance of losing your employees.

How do you reverse this trend? One way is by implementing digital technologies that can help enable a human-centric model that dramatically improves the employee experience. To do so, IT needs to lead the way. Chatbots are emerging in every corner of the enterprise (IT, HR, Facilities, and more) with this intention, but the results are underwhelming. IT needs to get in front of this to ensure a consistent and exceptional employee experience across every department. And not with a chatbot, but with conversational AI. 

This eBook explores the evolution in employee sentiment since the pandemic began and the implications that has for leaders. It also includes:

  • How to use conversational AI to facilitate change as you evolve to the hybrid world
  • The difference between chatbots and conversational AI
  • Key ingredients in a human-centric work model


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