Atos has augmented the AI abilities of its Workplace Experience platform following its successful integration of generative AI-based conversational agent Espressive Barista.

The French IT giant’s integration of the system into its platform intends to

alleviate common IT challenges employees face, enabling them to resolve issues more efficiently, save valuable time, and focus on their core responsibilities.

“We appreciate the positive feedback from our clients regarding our partnership with Espressive, as we strive to develop ever more human centric digital workplace platforms supported by the right processes and technologies,”

Leon Gilbert, Senior Vice President Digital Workplace Atos, said:

The integration addresses the heightened expectations of modern workplace IT support, including hyper-personalisation, accessibility, immediate request fulfilment, and issue resolution, all delivered through a conversational experience.

A Look at Barista

Espressive Barista, billed as the “First AI-based Employee Self-Service Solution to Automate Processes While Maintaining Compliance”, is a generative AI-based virtual support agent designed to revolutionise employee self-service in the digital workplace.

This intelligent platform leverages advanced conversational AI to automate the resolution of employee questions, issues, and requests across various departments. This includes pre-built automations like password reset.

Equally, due to its use of retrieval augmented generation (RAG), its enterprise search functionality can deliver precise answers by leveraging deep organisational knowledge, no-code customisation through its Control Center, and the ability to integrate with multiple systems via REST API.

The platform goes beyond simple query resolution, however.

Featuring advanced technologies like the Language Model Expander, which can automatically adapt to an organisation’s specific language, acronyms, and cultural tone, and the Integration Designer, which enables end-to-end automation workflows.

Additionally, Barista provides a safe gateway to live web answers and large language models like ChatGPT, with built-in safeguards to protect privacy and ensure compliance by preventing the sharing of sensitive information.

This innovative feature provides employees with instant, personalised IT support through consumer-like engagement channels, accessible from any device at any time.

Just like with other UCaaS integrated copilots, employees can now engage in natural conversations with a generative AI-powered digital assistant on platform, offering 24/7 support and reducing mean time to resolution through automation.

This allows first-line support agents to focus on more complex issues.

Its ease of use has Espressive assert adoption rates among employees of up to 80-85%, which can go on to reduce help desk call volume by 50-70%.

Atos’ customers can now rapidly deploy a generative AI-based virtual agent to their employees.

Impressive Results and Expansion

The partnership between Atos and Espressive, established a year ago, has already yielded significant results.

Over 200,000 Barista licences have been enabled across various Atos Digital Workplace customers, resulting in up to 50% of IT support cases being resolved at the conversational AI level.

“At Espressive, we understand that the key to a successful digital workplace is providing employees with immediate, intuitive, and personalised support through conversational experiences that feel effortless,”

Pat Calhoun, CEO and founder of Espressive, said.

“Our partnership with Atos has not only enabled us to scale these capabilities globally but also demonstrates the power of combining Conversational AI with Atos’ innovative Digital Workplace platform to elevate employee satisfaction and efficiency.”

Atos reports its success has prompted customers to expand Barista’s application beyond IT to include HR and other departments.

This is why Atos has moved to embed Espressive Barista’s conversational AI capabilities and advanced automation even further.

Atos’ Journey in AI

Atos recent announcement with Espressive’s Barista highlights the enterprise’s journey in incorporating AI-powered technologies into its offering.

Last year, it launched a partnership with employee software company Nexthink for a Experience Operations Center that delivers digital workplace operations by AI to boost workplace productivity. 



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