Espressive, a pioneer in artificial intelligence (AI) for enterprise service management (ESM) and a 2019 Gartner Cool Vendor, announced its AI-based virtual support agent, Espressive Barista, now understands 1.3 billion phrases across 14 major enterprise services teams and nine languages. Barista represents a paradigm shift in the delivery of AI-based employee self-help. Powered by an advanced natural language processing (NLP) engine and sophisticated machine learning capabilities, Barista bridges the gap between AI and the semantics of human language. Espressive also announced that Barista is the first virtual support agent to integrate with Interactive Voice Response (IVR) systems for enterprise service management. The new integration reduces help desk calls by offering direct access to Barista for employees on hold, providing answers in three seconds. With Barista, enterprises can benefit from the highest help desk call deflection, while increasing employee adoption and workforce productivity.
“Many people question whether AI really understands what it reads. After all, it doesn’t have the common sense to understand human language,” said Pat Calhoun, founder and CEO of Espressive. “We believe you can solve this issue by bridging the gap between AI and the semantics of human language with enough data, sophisticated technology, and talent. We recognized that the success of Amazon Alexa and Google Home is predicated on a high degree of accuracy due to millions of consumers who use them daily in addition to an army of data scientists, computational linguists, developers, and machine learning engineers tuning the AI engine behind the scenes. So, we designed Barista to replicate that model. I’m proud to announce that today, Barista understands over 1.3 billion enterprise phrases with a high degree of accuracy, and that number grows daily. That’s why our customers experience the highest ticket deflection in the industry.”
Crowd-Sourced Model and Advanced NLP Engine Deliver Highest Ticket Deflection
The company’s unique Employee Language Cloud brings the consumer experience of Amazon Alexa and Google Home to the enterprise world through a crowd-sourced model. This enables Barista to learn through every customer’s employee interactions—each of which experience tens of thousands of interactions a month—and contributes to the 1.3 billion phrases Barista now recognizes. Additionally, if Barista gets an answer wrong or doesn’t understand a question, the Espressive team of data scientists and computational linguists receives a fully anonymized version of the interaction to tune and improve Barista. Customers run in their own private and secure data repositories and can choose to opt out of uploading the anonymized content to the Employee Language Cloud. Regardless, customers benefit from receiving updates.