An Intellyx Brain Candy Brief
Enterprises have invested countless dollars and resources trying to reduce internal employee support costs incurred in the form of IT help desks, HR service centers, and other enterprise support functions. The goal has been to deploy employee portals, intranets, and related self-service approaches to keep employees from needing to leverage these costly internally-facing resources. The problem, however, is that employees have consistently refused to use them, with many estimates pegging the adoption rate at an average of less than 10%.
Startup Espressive believes that the reason previous self-help efforts have failed to achieve widespread adoption is that they were focused on reducing costs rather than on what drives adoption: the employee experience. The company has, therefore, taken a different approach. It created its AI-powered virtual agent to provide an intuitive and seamless experience for employees — regardless of the type of help they need. The company’s solution combines what it calls its Barista Employee Language Cloud (its Natural Language Processing engine to understand employee requests), with integrations that enable it to have context about employees and their requests, and out-of-the-box content about the common issues that employees most often encounter.
The company claims that its solution understands over fifteen million phrases across thousands of topics. The solution seamlessly hand-offs and integrates live-agent support when it is unable to answer a question, and then captures that knowledge to improve its capabilities over time. Finally, the solution comes with an application that runs natively on computers and mobile devices, but which organizations can also embed into collaboration tools, such as Slack or Microsoft Teams, or via the enterprise email platform. The result of all of this, according to the company, is a self-help solution that actually improves the employee experience and, therefore, is seeing adoption rates as high as 80% and call reduction rates as high as 50%.
Copyright ©2019 Intellyx LLC. Intellyx advises companies on their digital transformation initiatives, and helps vendors communicate their agility stories. At the time of this writing, none of the organizations mentioned in this article are Intellyx customers. To be considered for a Brain Candy article, email us at pr@intellyx.com.
