Barista

Additional features

Conversational, agentic AI-powered virtual agent

The core description of BaristaGPT, highlighting its ability to understand and interact conversationally while taking action autonomously.

Streamlines employee support

A primary benefit, making it easier and faster for employees to get help.

Boosts productivity

A key outcome achieved by resolving employee issues quickly and freeing up time for both employees and the service desk.

Instantly resolves employee questions

Demonstrated by a 64% resolution rate in a case study at Dexcom, indicating its ability to provide immediate answers without human intervention for many queries.

High employee return rate

Achieved 77% at Alteryx in a case study, suggesting employees find the tool effective and choose to use it repeatedly.

Deflects employee tickets from the service desk

Proven by a 73% deflection rate at Trimble in a case study, significantly reducing the volume of tickets reaching human agents.

Uses best-in-class AI technology

Leverages advanced AI to perform its functions.

Finds answers

Searches for relevant information to address employee questions.

Troubleshoots issues

Guides employees through steps to identify and resolve problems.

Automates top use cases

Handles common, repetitive requests like password resets and PTO requests autonomously, moving beyond just Tier 1 support.

Routes tickets correctly

Ensures that when a ticket is necessary, it is accurately classified, assigned, and prioritized for the right department/agent from the start.

Engages employees in the problem-solving process for complex questions

For issues that aren't instantly solvable, it interacts with the employee to understand the problem better.

Identifies root causes and recommends resolution

Helps diagnose the underlying reason for an issue and suggests steps to fix it.

Walks employees through complex workflows

Guides employees step-by-step through processes, similar to how a human agent would.

Accurately classifying, assigning, and prioritizing tickets

A core function of Smart Ticketing to ensure efficient ticket handling.

Eliminates ticket ping pong

Prevents tickets from being bounced between multiple agents or departments due to incorrect initial routing.

Dramatically improves mean time to resolution (MTTR)

By accurately routing tickets and automating resolutions, it significantly speeds up the time it takes to fix issues.

Automated Outage Detection

A specific capability that detects system outages, notifies affected parties, automates the assignment of related tickets to a parent incident, and can instantaneously determine the health of numerous SaaS and on-premises applications, even identifying and resolving hardware/software issues autonomously.

Provides one place for employees to get help

Creates a central hub for all employee support needs.

Available 24/7

Accessible to employees around the clock, regardless of business hours.

Safely delivers immediate, personalized resolution

Provides quick, tailored help securely within the workplace context.

Seamless handoff to a service desk agent

Smoothly transitions interactions to a human agent when needed, either via live chat or ticket creation.

Connects employees with live agent chat

Facilitates real-time conversation with a human agent when automation isn't sufficient.

Creates and submits tickets on behalf of employees

Automatically generates support tickets, saving employees the effort.

Automatically generates and routes tickets to the appropriate team

Ensures tickets created via BaristaGPT go directly to the correct support group.

Deliver help everywhere they work

Available across multiple channels to meet employees in their preferred work environment.

Resolves issues fast

A key outcome enabled by conversational AI, automation, and accurate routing.

Utilizes NLP and machine learning

The foundational technologies enabling the AI to understand and process human language.

Powered by a continuously learning large language model (BaristaLLM)

BaristaGPT's core AI engine that improves over time.

Supports 15 enterprise departments

Can provide support across a wide range of internal business units.

Supports over 130 languages

Offers global accessibility for a diverse workforce.

Leverages details like employee job role and location to uncover root causes

Uses contextual information to better understand and resolve issues.

Automates resolution whenever possible by dynamically interpreting employee intent and context

Constantly seeks opportunities to resolve issues automatically based on the conversation.

Executes workflows in real time

Can trigger and complete automated processes instantly based on employee requests.

Integrates directly with enterprise software (ITSM, iPaaS, RPA, and more)

Connects with existing business systems to automate tasks and workflows.

Utilizes built-in enterprise search (Barista Enterprise Search)

Searches within the company's internal knowledge base and documents.

Harnesses company’s deep, collective knowledge

Accesses and uses internal documentation and information.

Delivers precise, company-specific answers in snippet form

Provides concise, relevant answers drawn from internal resources.

Dynamically sources millions of live answers from reputable, trusted sites on the internet

Supplements internal knowledge by finding external information when internal resources are lacking.

Leverages a productivity assistant (Workplace Co-Pilot feature)

Acts as a helpful tool using generative AI for tasks beyond just support.

Uses generative AI grounded in enterprise content

Utilizes advanced AI to create content or perform tasks based on the company's own data.

Helps employees and agents create documents

A function of the Workplace Co-Pilot.

Helps employees and agents summarize data

A function of the Workplace Co-Pilot.

Helps employees and agents gain insights

A function of the Workplace Co-Pilot.

Helps employees and agents execute advanced tasks

A function of the Workplace Co-Pilot.

Uses organization’s proprietary knowledge and context for accuracy, relevance, and tailoring

Ensures the productivity assistant's output is specific and relevant to the company.

Agent Co-Pilot

Listed as a product, likely assists human agents. (Details not provided in the main text).

Barista LLM Gateway

Listed as a product, likely related to managing access or integration with their LLM. (Details not provided in the main text).

Barista Case Management

Listed as a product, likely a system for managing support cases. (Details not provided in the main text).

Experience Selector

Listed under Technology. (Details not provided in the main text).

Barista Control Center

Listed under Technology. (Details not provided in the main text).

Integrations

General mention under Technology, with ServiceNow specifically listed as an example.

Security

Listed under Technology, indicating it's a focus area. (Details not provided in the main text).

Espressive Architecture

Listed under Technology, referring to the system's underlying design. (Details not provided in the main text).

Analytics by team

Provides specific data reporting tailored to different teams.

Supports various initiatives (Cost Containment, Employee Experience)

The platform is positioned to help organizations achieve goals related to reducing costs and improving the employee experience.

Supports various use cases (Employee Onboarding, Identify Access Management, Software Provisioning, Onsite Support)

Demonstrates applicability to common employee support scenarios.

Customer Success Team

A program offered to support clients.

Employee Adoption Program

A program aimed at encouraging employees to use BaristaGPT.

ML Operations Team

A team focused on the machine learning aspects of the platform.