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You Can’t Accelerate Automation If You Haven’t Automated Your IT Help Desk

79% of CIOs say their digital transformation budgets have grown since the beginning of the pandemic, and 26% say they have grown dramatically. Digital technologies enable enterprises to innovate, execute, and pivot faster than the competition while lowering costs. But if those same technologies have a negative impact on workforce productivity, or aren’t adopted by employees at all, they will fail.

The key to successful digital transformation is to provide 24/7 IT support that makes every aspect of new technology frictionless. You can’t do that if your help desk is manual, inefficient, and expensive to run. Join Fran Fernandez, Chief Product Officer at Espressive, to learn:

·How to achieve fast time to value with a virtual agent

·Questions to consider when evaluating your options

·Case studies demonstrating outcomes from automating
Recorded Aug 21 2020 48 mins
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Presented by
Fran Fernandez, Chief Product Officer, Espressive
Presentation preview: You Can’t Accelerate Automation If You Haven’t Automated Your IT Help Desk

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  • Conversational AI: The Game Changer for Help Desk Automation Nov 4 2020 5:00 pm UTC 42 mins
    Pat Calhoun, CEO and Founder of Espressive
    62% of employees are working from home and while 41% are more productive, one in three are struggling. Because of that, calls to help desks have gone up 35%.

    In a work from home world, employees need immediate answers to their questions 24/7. Long hold times and assistance limited to traditional business hours won't cut it.

    If you're considering a virtual support agent to automate employee self-help for IT, HR, and more, true conversational AI will change the game by enabling you to contain costs while raising workforce productivity and satisfaction.

    Join Pat Calhoun, CEO and founder of Espressive, in this online discussion as he shares:

    - The key requirements for conversational AI
    - The employee experience in real-world scenarios
    - Case studies demonstrating tangible results

    This webinar will help you understand why conversational AI is a game changer, while arming you with questions to ask vendors as you evaluate your options.
  • NLP 101: What Your Chatbot Needs to Know Recorded: Sep 2 2020 54 mins
    Fran Fernandez, Chief Product Officer, Espressive
    Artificial intelligence (AI) has been thrown around as a buzzword related to chatbots for employee self-help. Unfortunately, the specific requirements of AI were not made clear, causing confusion when evaluating options. There was a belief that if you bought a chatbot you automatically acquired strong AI, and so AI became just a "checklist item" in RFPs. In reality, many chatbots have little if any AI.

    Now that natural language processing (NLP) is being touted as the next big requirement for chatbots, NLP is on the path to becoming the next "checklist item" . ... unless you have a clear understanding of key NLP requirements.

    Join Fran Fernandez, chief product officer at Espressive, as he discusses:

    • NLP fundamentals to provide a baseline understanding
    • The relationship between NLP and ticket deflection
    • Key NLP requirements for an employee self-help chatbot

    This webinar will prepare you to build a list of NLP requirements for your RFP that will enable you to confidently select a chatbot that will deliver real business value.
  • How an IT Help Desk Dealt With The Sudden WFH Mandates Recorded: Aug 27 2020 43 mins
    John Powers, Head of IT Client Support Services at Solar Turbines and Pat Calhoun, Founder and CEO at Espressive
    Join us for an opportunity to be up close and personal with the leader of a 500-person IT Client Support Services Team.

    John Powers, head of IT Client Support Services at Solar Turbines (a Caterpillar company) and Pat Calhoun, founder and CEO of Espressive, discuss John’s world and how it was impacted by the sudden work from home mandate.

    John walked through what that world looked like before March 16, 2020, what it looked like the following weeks, and what it looks like now. He demonstrated how and why he made intelligent automation part of his IT help desk business continuity plan before COVID-19 ever struck.
  • You Can’t Accelerate Automation If You Haven’t Automated Your IT Help Desk Recorded: Aug 21 2020 48 mins
    Fran Fernandez, Chief Product Officer, Espressive
    79% of CIOs say their digital transformation budgets have grown since the beginning of the pandemic, and 26% say they have grown dramatically. Digital technologies enable enterprises to innovate, execute, and pivot faster than the competition while lowering costs. But if those same technologies have a negative impact on workforce productivity, or aren’t adopted by employees at all, they will fail.

    The key to successful digital transformation is to provide 24/7 IT support that makes every aspect of new technology frictionless. You can’t do that if your help desk is manual, inefficient, and expensive to run. Join Fran Fernandez, Chief Product Officer at Espressive, to learn:

    ·How to achieve fast time to value with a virtual agent

    ·Questions to consider when evaluating your options

    ·Case studies demonstrating outcomes from automating
  • Barista Conversational Surveys Recorded: Aug 13 2020 4 mins
    Barista Conversational Surveys
    Barista Conversational Surveys, available with Espressive Barista, are the first AI-based surveys designed to inform decision making while triggering actions in real time. These interactive surveys are often deployed to get an ongoing pulse of employee sentiment related to any type of change.

    Whether you’re deploying new technology or making decisions related to bringing employees back to work after a pandemic, Barista Conversational Surveys assist you with the decision making and actions that are required to ensure your employees are both happy and productive.

    Barista Conversational Surveys enable you to:
    • Improve workforce productivity during change
    • Achieve higher employee satisfaction scores
    • Save valuable budget dollars through data driven decisions

    In this video, you will see a demo of the mobile experience for employees, how to create surveys, and how to view your survey reports.
  • How to Implement a Chatbot for ITSM that Delivers Results Recorded: Jul 17 2020 55 mins
    Fran Fernandez, Chief Product Officer, Espressive
    According to a recent Pulse Report on IT Service Management (ITSM) Tool Strategies, 62% of senior decision makers are at the consideration point or above in terms of implementing AI in the form of chatbots for ITSM with the goal of deflecting calls to the help desk, reducing MTTR, and improving the employee self-help experience. While AI is well positioned to enable digital transformation of employee self-help, it can easily turn into a lengthy, expensive, failed proposition. How can you make sure your chatbot implementation will succeed?

    In this webinar you will learn:
    • The pros and cons of platforms, tool-kits, searchbots, and pre-built solutions
    • How NLP plays a role in providing employees with single, clear answers
    • The criteria that matters most to ensure your AI project will be a success
  • 5 Reasons to Integrate Barista with ServiceNow Recorded: Jul 1 2020 53 mins
    Fran Fernandez, Chief Product Officer, Espressive
    ServiceNow has focused on transforming IT back-office processes, including a ticketing system that has helped service desk agents be more productive. That is likely why you invested in them. However, when it comes to employee self-help, most report service portal adoption between 10-15%.

    The great news is that you can maximize your investment in ServiceNow by integrating Barista, our AI-based virtual support agent (VSA), into your ServiceNow instance so that you can automatically resolve 30 to 50% of your service desk tickets.

    In this  webinar you will learn the five reasons why integrating Barista with ServiceNow is a very smart decision, including how to:

    • Get a greater ROI from your ServiceNow investment
    • Give departments outside of IT case management that is easy to use
    • Resolve employee questions and issues immediately and automatically
  • Is 2020 the Year of the Chatbot for CHROs? Recorded: Mar 1 2020 55 mins
    Conner Forrest, Senior Analyst, Workforce Productivity & Compliance, at 451 Research and Pat Calhoun, CEO and Founder of Espr
    There is significant evidence that, in 2020, CIOs are allocating budget for artificial intelligence (AI) in the form of chatbots for IT service management (ITSM). Successful implementations will yield a quick return on investment as Tier 1 support becomes automated. But are CHROs motivated to do the same thing?

    Join Conner Forrest, Senior Analyst, Workforce Productivity & Compliance, at 451 Research and Pat Calhoun, CEO and founder of Espressive, as they discuss whether 2020 is the year of the Chatbot for CHROs. Conner will explore these topics:

    • Why 2020 will be a race to improve the employee experience through intelligent automation

    • Why consumer-like self-service experiences are expected by employees and will be a differentiator

    • How workforce productivity has become both an IT and an HR issue, giving HR a bigger seat at the table

    • Why IT should take ownership of the overall chatbot strategy for the entire enterprise, ensuring success for HR while avoiding "chatbot soup"
  • How Will AI Impact Your Organization in 2020? Recorded: Feb 3 2020 36 mins
    Rumi Olsen, Partner Solutions Architect at Amazon Web Services and Pat Calhoun, CEO and Founder of Espressive
    Gartner released their “2019 CIO Survey: CIOs Have Awoken to the Importance of AI¹” this past January. In their report, Gartner revealed that the percentage of enterprises deploying AI had tripled over the prior three years. In addition, they cited that chatbots had displaced fraud detection as the top use of AI.

    As we approach the end of 2019, it’s time for CIOs to look at what has worked and what hasn’t worked with chatbot deployments to ensure that their teams invest wisely in the coming year. Rumi Olsen, Solutions Architect at AWS, and Pat Calhoun, CEO and founder of Espressive, explore the challenges that organizations have faced deploying AI-based chatbots. They will also share their predictions for what is to come in 2020.

    Join Rumi and Pat in this webinar to learn:
    • The challenges with implementing AI-based chatbots in 2019
    • Predictions for AIML technology and chatbots in 2020
    • How to evaluate chatbot approaches to get the best ROI
Automating Resolution of Employee Questions with AI
Espressive, the pioneer in artificial intelligence (AI) for enterprise service management and redefines how employees get help by delivering exceptional employee experiences. 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 40 to 60%.

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  • Title: You Can’t Accelerate Automation If You Haven’t Automated Your IT Help Desk
  • Live at: Aug 21 2020 6:00 pm
  • Presented by: Fran Fernandez, Chief Product Officer, Espressive
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