Espressive, a pioneer in artificial intelligence (AI) for enterprise service management (ESM) and a 2019 Gartner Cool Vendor, 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, 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.”
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“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.”
