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.

Conversational AI: The Game Changer for Help Desk Automation

62% of employees are working from home and while 41% are more productive, one in three are struggling. Because of that, calls to help desks have gone up 35%.

In a work from home world, employees need immediate answers to their questions 24/7. Long hold times and assistance limited to traditional business hours won't cut it.

If you're considering a virtual support agent to automate employee self-help for IT, HR, and more, true conversational AI will change the game by enabling you to contain costs while raising workforce productivity and satisfaction.

Join Pat Calhoun, CEO and founder of Espressive, in this webinar as he shares:

• The key requirements for conversational AI
• The employee experience in real-world scenarios
• Case studies demonstrating tangible results

This webinar will help you understand why conversational AI is a game changer, while arming you with questions to ask vendors as you evaluate your options.

Speaker:

Pat Calhoun, CEO and Founder of Espressive

Pat is a visionary leader with an intense focus on user experience and customer adoption. As CEO at Espressive, Pat is set to transform the enterprise self-help experience to a consumer-like approach that drives employee adoption and significantly reduces help desk call volume. Pat’s first startup, Airespace, grew revenues to over $80M in two years before being sold to Cisco for $450M. Pat served as senior vice president of product at ServiceNow, general manager of the network security business for McAfee, CTO for the Cisco switching, routing, wireless, and security access business, and GM of the Cisco identity business. Pat holds 35 patents and has been published in more than 16 publications.