Espressive Strengths, Domain Expertise, and Key Differentiators
Espressive redefines how employees get help by delivering exceptional employee experiences. Barista, a virtual support agent (VSA), brings the ease of consumer virtual assistants, such as Alexa and Google Home, into the workplace, delivering a personalized user experience that results in employee adoption rates of 80-85% and reduced help desk call volume of 40-60%.
Espressive Recent Developments
Espressive was founded on the belief that getting help at work shouldn’t be hard. While many enterprises provide an intranet or self-service HR portal for answering questions, employees still commonly use age-old methods for getting help including calling or emailing the help desk.
Founder and CEO Pat Calhoun, along with Espressive’s expert team of designers and technologists including data scientists who analyze and provide brilliant AI solutions, addressed these challenges with the introduction of Espressive’s AI-based Virtual Support Agent, Barista. Barista aims to bring the ease of consumer virtual assistants, such as Alexa and Google Home, into the workplace, delivering a personalized user experience that maximizes employee adoption—which in turn reduces help desk call volume and resolution times.
Barista leverages AI technologies to automate the resolution of employee questions by offering immediate answers to employees, continuing the interactions throughout the whole process of their request. Barista also delivers visual workflows to guide employees through complex service requests with ease, such as new hire onboarding, password reset, ordering new equipment, managing distribution lists, vacation requests, and more. Espressive Barista focuses on automatically answering questions and resolving issues, routing prioritized tickets to the relevant team by understanding the context of a question. In addition, Barista alerts employees of important events and outages.
In July 2019, Espressive introduced new product advancements, including approver workflows to Espressive Barista. The approval workflow capability allows customers to maintain compliance while automating processes. Espressive also introduced a unique capability to use advanced AI to ingest existing knowledge-based articles and map them back to their Employee Language Cloud, enabling them to accurately answer employee questions versus serving up a list of articles. In addition, Espressive expanded it’s omnichannel capability by including a new integration with Microsoft Teams, improving employee adoption. Another new capability enables employees to request the creation or management of mailing lists in Office 365 or Google directly from Barista. In the same month, Science Applications International Corp. (SAIC) and Espressive entered into an agreement to integrate the Espressive Barista into SAIC’s U-Centric self-service help desk platform, making SAIC the first company to introduce Espressive Barista technology to U.S. government customers.
Adding Espressive Barista to SAIC’s U-Centric solutions provides a seamless user experience for IT capabilities that can span across all functions of an organization, including HR, facilities, payroll and more. This partnership lends itself to SAIC’s mission of providing undisrupted support services that are delivered when, where and how users need them via any device.
Espressive Mergers and Acquisitions (M&A) Activities
Espressive Customers in ARTW Customer Database
Leveraging a rigorous data-centric research methodology, APPS RUN THE WORLD asks the simple question: Who’s buying Espressive applications and why? And we provide the answers – supported by decades of research – to our clients around the world. Our Customer database has over 100 data fields that detail company usage of Espressive and other enterprise apps by function, customer size, industry, location, implementation status, partner involvement, Line of Business Key Stakeholders and IT decision makers contact details. List of Verified Espressive Barista customers.
Ownership: - x
Number of Employees: 80
Key Verticals: Aerospace and Defense, Automotive, Banking and Financial Services, Communication, Construction and Real Estate, Consumer Packaged Goods, Distribution, Education, Government, Healthcare, Insurance, Leisure and Hospitality, Life Sciences, Manufacturing, Media, Non Profit, Oil and Gas, Professional Services, Retail, Transportation, Utility,
Espressive Key Enterprise and Cloud Applications
Espressive Revenues, $M:
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* Enterprise Applications Revenues = License + Support & Maintenance + SaaS
** All revenue figures are estimates based on public records, Cloud and Non-Cloud business models in Apps Run The World's vendor database, and annual survey results including vendor feedback.
Espressive Revenue Breakdown By Type, $M:
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Espressive Enterprise Applications Revenues By Functional Markets, $M:
Espressive Enterprise Applications Revenues By Verticals, $M:
Espressive Revenues By Region, $M
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Espressive Direct vs Indirect sales
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Espressive Customers - Breakdown by Geo, Size, Vertical and Product
No. of Espressive Customers: x
No. of Espressive Enterprise Applications Customers: x
No. of Espressive Cloud Customers: x
No. of Espressive Cloud Subscribers: x
Espressive customers serve different breeds of industries across the United States. Among the industries they serve are pharma, state Govt, healthcare, tech, medical device, retail, and energy.
Espressive Market Opportunities, M&A and Geo Expansions
In March 2019 Espressive introduced additions to its AI-based virtual support agent (VSA), Barista, which includes the new Barista Employee Language Cloud. With the additions, Barista goes beyond conversational chatbots to enable the digital transformation of ESM to improve the delivery of AI-based employee self-help. The company also introduced workflow-based experiences and QR codes that take Barista beyond conversational chatbots to deliver employee experiences that solve real business issues. In addition, continuous learning and omnichannel capabilities speed employee adoption, which in turn automates the resolution of ever-growing help desk call volumes.
Together, these new innovations represent the next-gen approach for redefining how employees get help. Unlike first-gen approaches that have long deployment times and are dependent on continuously adding and updating knowledgebase articles, the Employee Language Cloud enables faster deployment without the need to hire AI talent or engage professional services.
The Employee Language Cloud incorporates AI technologies that enable Barista to understand what employees are saying in workplace language, provide a personalized response and use machine learning to identify the correct team or department when a question can’t be immediately answered. In addition, the Employee Language Cloud is constantly growing, because as employees ask questions, Barista learns new phrases, phrase structures, synonyms, and topics. The Employee Language Cloud also contains answers to topics that can have a significant impact during times of change.
For example, according to Espressive, if an organization is transitioning to Office 365 or G Suite, the most common questions and answers related to those events are already in the Employee Language Cloud, which keeps help desks from being inundated with questions and keeps employee productivity high.
As new use cases are developed, content is available to all Espressive customers, while proprietary answers are never shared. In fact, the flexibility of the Employee Language Cloud permits the addition of a customer’s proprietary application, or internal buzzwords, acronyms, and app names, ensuring employees can use their own language versus learning something new.
In July 2018 Espressive raised $23 million. Investors include General Catalyst Partners and Wing Venture Capital. In addition to Pat Calhoun, Espressive CEO, the board of directors consists of Steve Herrod, Managing Director at General Catalyst, Gaurav Garg, founding partner of Wing Venture Capital, and independent board member Tony Zingale, former CEO of Mercury Interactive and Jive Software. Pat is a former SVP at ServiceNow and his first startup, Airespace, grew revenues to over $80M in two years before being sold to Cisco for $450M.
Espressive has built a solution that gives companies a significant AI-driven advantage that automates help desks that saves money while delivering greater employee engagement and ultimately, higher overall productivity. Given Pat's track record for making work tasks as simple as the most intuitive consumer tasks, Espressive is an extremely compelling investment.
Espressive Risks and Challenges
Shifting from AI toolkits to AI solving specific enterprise challenges, such as IT and human resources employee experiences will be Espressive main challenge also risk to accomplish in 2020.
Espressive Ecosystem, Partners, Resellers and SI
In June 2019 Espressive, revealed that its AI-based virtual support agent (VSA), Espressive Barista, has achieved Advanced Technology Partner status in the Amazon Web Services (AWS) Partner Network (APN).
As an APN Advanced Technology Partner, Espressive can leverage the power of AWS to deliver Barista as a cloud-based SaaS service with the speed and resiliency of a consumer-based app to enterprise customers.
The APN Advanced Technology Partner designation is the highest APN Technology tier available and this achievement indicates that Espressive has met the strict technical requirements put forth by AWS, including enterprise-class performance, reliability, and security.
Espressive Cloud Infrastructure Insights
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Data used in research reports are derived from publicly available documents, continuous surveys of applications vendors, customers, resellers, Independent Software Vendors, systems integrators and other verifiable sources.
Vendor shares and market forecast results are based on a combination of existing databases as well as demand side and supply side research conducted throughout the year with validation from vendors, customers, channel partners and documentations such as earnings releases and 10Q and 10K filings, vertical industry studies, regional and country-level statistics from public and private institutions(i.e. colleges, universities, government agencies and trade associations).
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