Recording
Recording
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.
Consider this: Results from two recent Gatepoint Research studies revealed that 32% of respondents are looking to reduce service desk requests with self-service automation, and yet, only 4% state they have implemented automation via a virtual agent for non-business hours.
Although we are in the second year of Covid, most ITSM organizations have not redesigned employee support for a hybrid world. The impact of not automating the resolution of IT questions and issues is being realized in lost productivity and diminished employee satisfaction. There are significant benefits, however, being realized by enterprises that have automated employee self-help with a virtual agent.
Espressive and Resolve Systems review the findings of the Gatepoint studies and their implications on the state of IT. Experts from both companies discussed the symbiotic relationship between virtual agents and IT automation, and how the two combined can drive superior employee experiences to help enterprises surpass their SLAs. After all, with remote and hybrid workforces here to stay, strategies to help your Tier1 support team are paramount.
From this conversation, you’ll learn:
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