How an IT Help Desk Dealt With The Sudden WFH Mandates

Presented by

John Powers, Head of IT Client Support Services at Solar Turbines and Pat Calhoun, Founder and CEO at Espressive

About this talk

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.

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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%.