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Espressive Unveils New Barista Innovations to Lead Market in Conversational Chatbots for Enterprise Service ManagementSANTA CLARA, Calif., March 25, 2020 /PRNewswire/ -- Espressive, a pioneer in artificial intelligence (AI) for enterprise service management (ESM) and a 2019 Gartner Cool Vendor, today announced new innovations to its flagship product, Espressive Barista, to further extend the accuracy of the advanced NLP engine, expand the power of conversational AI with over 750 million employee phrases, and eliminate the requirement for technical AI expertise to perform content updates. Barista, an AI-based virtual support agent, automates help desks by directly connecting employees to the information and services they need. In addition, the company announced Barista Case Management which cost-effectively extends service management efficiency to enterprise service teams. Together, these new product innovations empower enterprises to leverage intelligent automation to reduce service delivery costs while improving workforce productivity and satisfaction. In a separate announcement today, Espressive announced $30 million in Series B funding led by global venture capital and private equity firm Insight Partners with participation from Series A investors, General Catalyst, and Wing Venture Capital. "Successful adoption of intelligent automation tools like chatbots requires that employees be able to communicate in ways that come naturally to them," said Conner Forrest, senior analyst at 451 Research. "That is why investments in NLP, like the one made by Espressive, are so important for intelligent automation because they offer employees a way to ask questions or make requests without first learning what syntax is acceptable to the bot or forcing their communication to fit into a limiting framework. This streamlines the adoption process and boosts the potential improvements to productivity the tools can bring." "The IT service management (ITSM) market is focused on building solutions to make IT more productive. That means when employees need help, they connect with someone in IT who leverages automation on an ITSM platform," said Pat Calhoun, CEO and founder of Espressive. "Espressive Barista automates the service desk by connecting employees directly to the answers they need through AI. The new product advancements improve the self-help experience for both employees and help desk agents, resulting in a greater ROI to the enterprise." Advanced NLP Enables Barista to Understand the Language of Employees Across the Enterprise "Competitors leverage traditional machine learning classifiers for their NLP, but that requires too much data, time, and manpower to accurately interpret the broad language of employees," said Fran Fernandez, Chief Product Officer of Espressive. "Espressive designed a unique NLP technology built upon an image recognition architecture, enabling Barista to understand the true meaning behind a phrase. As an example, if an employee says, 'I have an issue with my laptop,' Barista correctly routes that as an IT incident. And if the employee re-organizes those words to say, 'issue me a new laptop,' Barista knows that is an IT service request." Barista is also multi-lingual and now supports Spanish, Chinese, French, Japanese, German, Italian, and Czech, with a number of additional languages coming soon. Employees type in questions in their native language, Barista translates it to English to understand and process the request, and then Barista responds in the employee's native language. Unique FAQ Management Tool and Dynamic KB Import Enable Content Updates in Minutes Barista is the only solution on the market that democratizes content management to the subject matter experts across service departments (e.g., IT, HR, Finance) and service teams (e.g., Level 1 Support, Applications, Network). Barista's FAQ Manager enables subject matter experts to control their own destiny by easily training Barista with answers to questions without needing any technical expertise. Modern and Powerful Case Management Empowers Enterprise Service Teams Barista Case Management capabilities include:
Special Assistance for IT Help Desk Teams Overwhelmed by Work from Home Mandates To address this situation, Espressive will be offering special assistance to enterprise organizations to enable them to quickly automate their help desks for 90 days, resulting in reduced ticket volume and employee wait times. This program will be at no charge and will begin on April 1, 2020. More information will be available soon at Espressive.com. About Espressive Media Contact View original content to download multimedia:http://www.prnewswire.com/news-releases/espressive-unveils-new-barista-innovations-to-lead-market-in-conversational-chatbots-for-enterprise-service-management-301029690.html SOURCE Espressive |