Espressive Introduces Barista Conversational Surveys and Smart Ticketing

Espressive, a pioneer in artificial intelligence (AI) for enterprise service management (ESM) and a 2019 Gartner Cool Vendor, announced the latest advances in its virtual support agent (VSA) Espressive Barista, including Barista Conversational Surveys, the first AI-based survey to inform decision making while triggering actions in real time. Additionally, the new Barista Smart Ticketing capability employs machine learning (ML) to build a predictive model to accurately classify, assign, and prioritize tickets, enabling fast deployment and improved mean time to resolve (MTTR). "In today's economic climate, it has become extremely important for enterprises to implement digital technologies enabling them to innovate, execute, and pivot faster than the competition," said Pat Calhoun, CEO and founder of Espressive. "The challenge CIOs face is that any new technology has to deliver an extremely fast time to value with a positive impact on workforce productivity. Today's announcements further position Espressive customers to meet both of those objectives."