Conversational AI

Espressive Named a Leader in Chatbots for IT Operations

Espressive Recognized with Top Rank in Strategy Category and Received Highest Possible Score in Chatbot Readiness Criterion

Espressive, the pioneer in automating digital workplace assistance, today announced it has been cited as a Leader in The Forrester Wave™: Chatbots for IT Operations, Q4 2022 report. When evaluated among 11 vendors, Espressive was top ranked in the Strategy category, receiving the highest possible score (5.0) in 5 of the 7 criteria within the category, including product vision, market approach, partner ecosystem, supporting products and services, and commercial model. Espressive also received the highest score possible in the Chatbot Readiness criterion within the Current Offering category. The report states, “Espressive is a good choice for companies looking for easy-to-adopt virtual agents for employee automations and a partner that’s willing to guarantee their success.”

According to the report, “Espressive’s strengths lie with its ease of deployment and its employee language cloud, lowering the customer adoption burden. The company accomplishes this by taking on language training and optimization, directly guiding adoption, managing maintenance, and providing premade assets.” The Barista Employee Language Cloud recognizes nearly 3 billion phrases and includes an NLP engine built on an extensible architecture. The research cites, “Strategically, Espressive has fully aligned itself with customer success with its robust partner strategy, included services to ensure that its customers’ products meet end-user expectations, and built a pricing model with contract mechanisms designed to guarantee positive user outcomes. Espressive’s roadmap reflects this pragmatic approach, which centers primarily around incremental enhancements to the core functionality, including a core GUI revamp, added voice capabilities, increased agent-assist, and automated knowledge creation.”

“One of the things that we believe sets Espressive apart as a leader is our focus on automating what agents do every day versus focusing on creating a better search engine for knowledge articles,” said Pat Calhoun, founder and CEO of Espressive. “We have aligned our entire strategy to customer success. The result is a product that consistently delivers the highest deflection rates in the industry, enabling our customers to contain costs. We are so confident that we put part of our revenues at risk to prove it.”

Espressive delivers enterprise-ready digital workplace assistance, enabling organizations to reduce costs while elevating the employee self-help experience. Espressive Barista is an AI-based virtual support agent (VSA) that enables customers and partners to automatically and instantly resolve up to 76% of employee questions, deploy in as little as six weeks with an ROI on day 1, and recoup 1.2 weeks of productivity per employee per year.

Built on an open, no code platform, Barista gives customers unparalleled flexibility and scales for the entire enterprise, delivering self-help across 14 departments in 108 languages, and providing employees a single place to resolve all their questions and issues. Enterprises rely on Barista to automate the help desk, bringing the ease of consumer virtual assistants, such as Amazon Alexa, into the workplace, which gives employees the kind of self-service experience that they have come to expect from their consumer lives.

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