Meet Barista: Your Employee Co-Pilot
Our GenAI-powered, intent-less employee co-pilot streamlines employee support and boosts productivity from day one—guaranteed.
Automate What Agents Do Everyday
Utilize Barista to identify root causes and resolve employee requests so that your help desk agents can focus on what matters most.
Go beyond tier 1.
Barista leverages the power of generative AI, automations, and enterprise search to solve tier 1 questions like password reset and PTO requests—keeping these repetitive questions from monopolizing your help desk.
When employees have more difficult questions, or are unsure how to describe their problem, Barista engages them in the problem-solving process to identify root causes and recommend resolution. This includes walking employees through complex workflows, just like a help desk agent would. The result is a better employee experience, increased deflection rates, and more time for agents to focus on strategic initiatives.
Route tickets correctly.
The first time.
When employees don’t understand their issues they can’t populate tickets correctly, so tickets bounce from agent to agent until they are in the right place. Barista solves that by accurately classifying, assigning, and prioritizing tickets before routing them to the right agent in the right department the first time, eliminating ticket ping pong and dramatically improving mean time to resolution (MTTR).
Don't let outages bring down the help desk.
Outage detection and notification, plus automated assignment of tickets to a parent, mean that organizations no longer need to divert significant resources when outages occur. Our Automated Outage Detection enables Barista to take that a step further by instantaneously determining the health of over 2,500 SaaS applications, verifying availability of on-premises applications, and identifying and resolving hardware and software issues autonomously.
Elevate Getting Help at Work
Barista, your employee co-pilot, leverages generative AI to get employees the answers they need, wherever they work.
Streamline employee support.
Barista streamlines support and boosts productivity by providing a single place for employees to ask questions across every department, 24/7 and in over 100 languages. Our advanced platform architecture enables Barista to identify root causes, search for information both internally and externally, and automate self-help to deliver immediate, personalized answers. If Barista doesn’t have an answer, a ticket is automatically generated and routed to the appropriate service team, providing a seamless handoff from Barista to agent.
Deliver help everywhere they work.
Inertia of habit locks employees into what they are familiar with, so rather than expecting them to change their behavior, your self-help solution must meet them where already work.
Employees can access Barista anywhere—on their browser or as a native app on their desktop or mobile device. Through collaboration tools like Microsoft Teams and Slack, or even using traditional tools like phone and email. Omni-channel access means that wherever they’re working, help is waiting.
Resolve issues fast.
When searching for an enterprise-wide self-help solution, it’s crucial to select a one that incorporates conversational AI, which utilizing NLP and ML to interpret human language and respond correctly.
Why is this crucial? Because most employees are not technical enough to self-diagnose or even fully describe their issues—which is why they default to calling the help desk in the first place. Barista is a smart and engaging solution that delivers a true conversational experience, leveraging details like employee job role, location, and more, to uncover the root cause of their issues and resolve them faster.
Built on Next-Gen Technology
Barista Enterprise Search
Barista Enterprise Search enables Barista to harness your company’s deep, collective knowledge to deliver precise, company-specific answers—eliminating the need for employees to hunt for answers in documents themselves.
In addition, when facing gaps in internal resources, Barista dynamically sources millions of live answers in real time from reputable, trusted sites on the internet to accelerate response times as well as decreasing the need to create new knowledge.
Barista Experience Selector
The Barista Experience Selector is our ensemble model that combines generative AI, Retrieval Augmented Generation (RAG), and other AI technologies to understand an employee interaction and choose the best option for resolution. The Experience Selector includes expanded capabilities such as enterprise search, advanced troubleshooting, automations, workflow generation, AI ops, and more.
Barista Integrations
Barista integrates directly with your enterprise software—including ITSM, iPaaS, RPA, and more—to autonomously resolve highly complex issues.
From the start, access tens of thousands of pre-built integrations via the Barista Integration Marketplace, or build custom integrations with our Barista Control Center™ and Integration Designer. Integrating Barista with your enterprise software builds value directly into your existing investments while also creating a more seamless experience for employees.
