Integration of Next Gen Virtual Support Agent Automates Resolution of Employee Questions and Issues in 9 Languages Across 14 Enterprise Departments
SANTA CLARA, Calif.–(BUSINESS WIRE)–Espressive, a pioneer in artificial intelligence (AI) for enterprise service management (ESM), today announced it will be integrating its technology with Microsoft Viva Connections, one of four modules that make up the Viva employee experience platform, to provide employees one place to go for immediate, personalized self-help. The integration, available January 2022, will automate the resolution of employee questions, issues, and requests – in 9 languages across 14 enterprise departments – through Viva Connections. Pending requests and issues are accessible through adaptive cards, actionable snippets of content that can be added to a conversation through a virtual support agent or messaging extension. This integration with Viva Connections will extend the availability of Espressive Barista, a next gen AI-based virtual support agent, across Microsoft collaboration platforms including SharePoint and Microsoft Teams.
“As enterprises grapple with changing workplace models, the need for advanced, adaptable digital technologies continues to rise,” said Pat Calhoun, CEO and founder of Espressive. “Other employee self-help solutions fail to provide the instant gratification hybrid employees rely on to be successful at work. By integrating with Microsoft Viva Connections, Espressive Barista will simplify the hybrid work experience by providing seamless, immediate assistance.”
Powered by an Employee Language Cloud that recognizes over 2 billion phrases out of the box, Espressive Barista meets employees how and where they work, providing consumer-like self-help whether organizations are working remote, in-office, or both. Representing a paradigm shift in the delivery of AI-based employee self-help, Espressive is one of the only virtual agents based on an open platform that enables fast deployment, empowers subject matter experts to control their own destiny, and delivers a zero-code interface for extensive customization without any development effort. Barista delivers the highest automated resolution rate in the industry, increasing productivity while improving employee experience and satisfaction.
“Today’s workplace, made up of remote, hybrid, and in-office employees, has generated increasingly sophisticated enterprise service management needs,” said Seth Patton, general manager, Microsoft 365. “We are pleased that Espressive is making its AI-based virtual support agent available in Microsoft Viva Connections to help employees connect to the information they need, right in the flow of their work.”
Viva Connections is the gateway to a modern engagement experience designed to keep all employees engaged and informed. Viva Connections gives everyone a personalized destination to discover relevant news, conversations, and the tools they need to succeed.
With this integration, Espressive customers using or planning to use Viva Connections will be able to automate the resolution of employee questions and issues. As with Teams, Barista will address the needs of Viva Connections users across the entire enterprise, enabling employees to get answers for their IT, HR, Facilities, and 11 other departments questions from within Viva Connections, where they already collaborate. Espressive also supports the adaptive cards framework, the common architecture used across Microsoft platforms including Viva Connections and Teams.
Espressive Barista will be available within Viva Connections as part of the Teams mobile app (iOS or Android) and desktop (Mac or Windows) experiences, expanding the company’s omni-channel accessibility. With Barista, employees can access the help they need no matter where they are and from whichever communication tool they prefer.
Additional Resources:
- Follow us on Twitter at @Espressive_AI and on LinkedIn at @Espressive
- Request a demo to learn how Espressive can help automate your help desk
About Espressive:
Espressive, the pioneer in artificial intelligence (AI) for enterprise service management, a 2019 Gartner Cool Vendor, and a 2020 Forrester New Wave Leader, redefines how employees get help by delivering exceptional employee experiences. Espressive Barista™, the company’s virtual support agent (VSA), brings the ease of consumer virtual assistants, such as Amazon Alexa and Google Home, into the workplace. Barista automates resolution of employee questions, issues, and requests with personalized experiences that result in employee adoption of 80 to 85% and reduced help desk call volume of 50% to 70%. Espressive is backed by Insight Partners, General Catalyst, and Wing Venture Capital, and is headquartered in Santa Clara, California. Visit www.espressive.com for more information.
Contacts
Pam Njissang
Bhava Communications for Espressive
510-214-3436
[email protected]
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