Espressive, a pioneer in automating digital workplace assistance, today unveils advancements to its no-code Integration Designer powered by the company’s AI-based virtual agent, Espressive Barista. The Integration Designer integrates and communicates with multiple backend systems concurrently and in real-time to automate the resolution of complex issues.
Today’s announcement marks an evolution in the virtual agent market — from a single point of contact resolving Tier 1 requests to connecting various tools across the enterprise to automate higher-tiered issues. This enables CIOs to reduce and contain costs through automation while driving an enterprise-wide chatbot strategy that transforms the digital workplace experience.
Leveraging Integration Designer, the new Service Quality Wizard determines the health of more than 2,000 SaaS applications, verifies the availability of on-premises applications and identifies and resolves hardware and software issues before executing complex run books, streamlining the support process and improving employee productivity and satisfaction.
Over the past two years, the need for cost containment and reduction has created the requirement for virtual agents to resolve complex issues, such as determining the health of an application and a remote employee’s connectivity when they are experiencing performance issues, which has historically required higher skilled IT staff.
To accommodate this, virtual agent platforms must integrate with tools including Digital Employee Experience Management Software (DEX), AIOps platforms, Endpoint Management and Security, IPaaS, and RPA solutions. These platforms must also enable teams to build their own integrations via a no-code platform to further increase automated resolutions of issues specific to their organizations or industries.
Espressive delivers a no-code AI-based virtual agent platform that can connect to any application in the cloud and on-premises. Advancements to Integration Designer take this to the next level by enabling integration with multiple tools — in the cloud or on-premises — concurrently and in real-time to autonomously identify and resolve higher-level issues while presenting a holistic experience to employees.
For example, when an employee reports an issue with a laptop, Barista uses virtual support runbooks as well as its workflow engine to identify whether the laptop has a physical issue (e.g., battery not charging), check whether it is under warranty, submit a request for an updated laptop, order the laptop, and track and report on delivery details — all without human involvement.
The Service Quality Wizard instantaneously determines the health of SaaS and on-premises applications as well as endpoints to determine the root cause of reported hardware and software issues before executing complex run books. These Service Quality Wizard capabilities can be executed in real-time:
- Validation of more than 2,000 SaaS applications and growth. – When employees report connectivity or performance-related challenges to SaaS applications, Barista determines whether the issue is related to an outage, performance issue or planned downtime. Barista then informs employees of known application issues while notifying the service desk to ensure agents avoid doing any form of unnecessary troubleshooting.
- Verification of availability of on-premises applications – Global enterprises have a mix of SaaS and on-premises applications, and the ability to validate and report on both is required.
- Identification and resolution of local device issues – Barista integrates with digital employee experience (DEX) tools to determine whether issues are local to an employee’s device or home network. When that is the case, Barista can autonomously remediate the issue rather than creating a ticket and engaging an expensive IT resource.
The Service Quality Wizard improves agent and employee productivity. It also can save organizations significant cost related to downtime. According to the Uptime Institute, more than 60 percent of failures result in at least $100,000 in total losses, up substantially from 39 percent in 2019.
With Expressive, organizations can identify and resolve potential outages faster than relying on analytics. Further, by automating the work service desk agents perform during outages or other availability-related application issues, organizations no longer need to divert significant resources from addressing other employee issues.
Visit www.espressive.com for more information.
