Espressive rolls out new AI-powered features will enhance real-time decision making, workforce productivity and reduce Meant Time to Resolve (MTTR).
With almost all the workforce operating from home, across the world, companies have had to face the new challenge of identifying how to track productivity. There have been several surveys also which have had different results. Some have shared how productivity has improved and others have shared how tracking it, in a non-invasive manner is important. Organizations have been exploring the use of productivity software as well to meet this need.
Espressive Opens a new window which is a leader in artificial intelligence (AI) for enterprise service management (ESM) has now announced the latest advances in its virtual support agent (VSA) Espressive Barista. Barista will include Barista Conversational Surveys, the first AI-based survey which can enable faster decision making and the new Barista Smart Ticketing capability which uses machine learning (ML) to build a predictive model that can ensure g 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.â€
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The Barista Conversational Surveys will help the leadership team to make decisions in real time that trigger immediate action, understand employee sentiment over time and launch new technologies with confidence.
The second feature which is the Barista Smart Ticketing will remove the need for the help desk agents to classify, assign, and prioritize tickets and thus save time as well as reduce the possibility of errors. It will use machine learning to build a predictive model from customer historical tickets, newly created tickets, and agent actions. Due to correct ticket creation and allocation to the right team from the start, Espressive customers can reduce MTTR and even ensure a better employee experience.
Apart from the above ways of measuring and improving productivity as well as employee sentiments, organizations have been exploring many other approaches, tools, and technologies.
1.Team Collaboration Tools like Microsoft Teams– While this is a tool for organizations to improve team collaboration and hence productivity, it is more in line with creating an engaging employee experience. It is through engagement that productivity is likely to be improved. This approach has resulted in the HR company Hibob integrating with Microsoft Teams so that team bonding which has become limited or negligible, can be improved. The offering bob HR for Teams will address the concern of dip in company culture as well.
2. Workday Help – This has a similar approach to the Barista Smart Ticketing feature, but primarily for HR. Workday Help is basically a chatbot-powered application for HR knowledge and case management. It is designed to answer the frequently asked questions. Only when it cannot answer it will direct the employees to HR personnel. This allows the process of query resolution to become faster and efficient and will also improve productivity of HR teams since they will be free to work on other crucial tasks.
3. Cisco Webex Teams – Cisco Webex Teams also works along the same approach as Microsoft in terms of focusing mainly on team collaboration to increase productivity. It provides many tight integrations through a range of productivity apps (Office 365, Box, Smartsheet) and also project management apps (Jira, Asana, Trello).
4. Softwatch – This is a different approach from the above, where a tool was built to collect and analyze the time that workers are spending on a pre-selected assortment of relevant enterprise applications. Through this approach the managers can track the usage of these particular applications as well as gain some insights on how to have employees use such applications. They can also assess whether business units are being productive and performing as per the plan.
With a range of such tools available companies can now measure and improve productivity. However, it is yet to be seen which one of them will encompass empathy for employees who are now forced to work longer hours, from home, as well as privacy.
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