Employees Demand Conversational AI

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 Improves Employee Experience

The pandemic caused seismic shifts in the workplace that are proving to have a lasting impact. Three trends have emerged as frontrunners that will continue into the near future and beyond:

1. We are moving from work from home to a hybrid workforce,
2. We are moving from a recession to cost optimization, and
3. The move to conversational platforms handling service management inquires is rapidly accelerating

Since the pandemic, more and more HR service management inquiries are being initiated through conversational platforms. Is now the time to implement a virtual employee assistant to automate HR inquiries?

This eBook discusses why employees are demanding conversational AI in a hybrid world, and shares data that can help you determine whether you are ready for that. There’s a lot to consider—and it’s not just about choosing the right technology. With only 34% of employees using core HR tools in the past 12 months, how do you leverage change management to ensure adoption of a virtual employee assistant?