By Espressive
Knowledge Base Articles Are Understood and Presented Only as Specific Answers
Portals with knowledge base articles have been the standard self-service tool for over 10 years. However, when it comes to employee adoption of these tools, research firm Intellyx estimates an average of less than 10%. For knowledge base articles to be of value, they need to be delivered in a way that is easy for employees to consume.
To overcome this issue, Espressive applies advanced AI to ingest knowledge base articles and then map them back to the Barista Employee Language Cloud. That way Barista understands all possible permutations of an employee phrase for every article. Barista also uses the Employee Language Cloud to understand the context of the question. If Barista has a knowledge base article with the answer to a specific question, Barista provides only that article.
“When we introduced Barista to the HR team for a leading manufacturer of healthcare equipment, they were concerned about having to give up all the hard work that went into their HR knowledge base and portal,” said Alex Yupanqui, head of customer success for Espressive. “They were pleasantly surprised to see that the work they had done complimented what Barista does, and that Barista actually makes their articles more accessible to employees where and when they need them.”
