Barista

Barista by Espressive is an AI-based digital workplace assistance solution that, according to the vendor, is designed to meet the needs of enterprise-level organizations. It leverages conversational AI to engage with employees, understand their needs, and provide what the vendor claims to be personalized resolutions. Barista aims to go beyond keyword recognition by understanding the nuances of employee language, potentially ensuring a more effective and efficient support experience. This solution is primarily targeted at IT Leaders, HR Leaders, and Facilities Leaders across various industries.

Key Features

Conversational AI: According to the vendor, Barista utilizes AI technology to engage in conversations with employees, aiming to understand their needs and provide personalized resolutions.

Enterprise and Global Ready: The vendor claims that Barista is designed to handle the scale and complexity of large companies, supporting multiple departments and languages. It is built to integrate with existing enterprise systems and processes.

Omni-channel: Barista, as per the vendor, can be accessed through various channels such as Microsoft Teams, Slack, and phone, providing what is claimed to be a consistent support experience across different platforms and making it convenient for employees to seek assistance.

Smart Ticketing: The vendor states that Barista accurately classifies, assigns, and prioritizes tickets, potentially reducing ticket ping pong and improving mean time to resolution (MTTR). It automates the ticketing process, aiming to ensure that tickets are routed to the right department and agent efficiently.

Agent Assist: According to the vendor, Barista assists service desk agents by providing relevant information and suggestions to resolve employee issues. It aims to help troubleshoot complex problems by initiating runbooks and guiding agents through resolution steps, potentially freeing up their time for critical issues and high-touch interactions.

Analytics: Barista, as claimed by the vendor, offers integrated analytics to track progress and gain insights into the system's effectiveness. It provides real-time data on resolution rates, deflection rates, and other key metrics, enabling organizations to identify areas for improvement and optimization.