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.

Beyond Tier 1: How to Automate Your Tier 2 and Tier 3 Support for Maximum ROI

Automating Tier 1 IT support with a virtual agent (VA) keeps repetitive questions, like password reset, from monopolizing your help desk—saving money. However, many issues require Tier 2 and 3 agents—your most expensive resources.

How do you leverage a VA to automate more expensive tiers? Use conversational AI with technologies like RPA, end point management, and IPaaS.

A VA not only answers questions, it can also collect information reducing the burden on agents, as well as execute tasks like provisioning software accounts, changing permissions for applications, or even execute tasks on an endpoint (e.g., run a diagnosis, determine memory utilization). In short, automating tasks that required Tier 2 and 3.   

Nelson Viega, Field CTO at Espressive, will discuss use cases for VAs including automatic remediation and proactive engagement. Join this session to learn how to select and deploy a solution that will improve MTTR while saving you money.

Speaker:

Nelson Veiga
Field CTO, Espressive

Nelson is a technology focused cross-functional leader with a proven ability to execute across Customer Success, Operations, and Engineering. Throughout his 20+ year career, Nelson has leveraged technology to deliver business excellence and results. Prior to joining Espressive, Nelson was VP of Enterprise at Vindicia focused on customers in various industries throughout the Americas. He previously served as COO at Duetto, where he oversaw the company’s day-to-day operations across Global Sales, Customer Success, and System Deployment Organizations.

Nelson holds a Master’s in Management Information Systems from Florida International University and served in the United States Navy.