Espressive

Espressive is an AI-powered virtual agent that answers employee questions, routes requests, and lightens the load on service desks in real time.

How to use Espressive

1. Connect your existing ticketing or HR systems through the out-of-the-box connectors.
2. Import common questions with the built-in knowledge loader or start from scratch if you prefer.
3. Train Barista, the conversational bot, by reviewing suggested intents after a short pilot run.
4. Launch the chat widget inside Microsoft Teams, Slack, or the company portal so staff can ask away.
5. Check the dashboard each morning for deflection rates and newly surfaced topics that need articles.

What we noticed while working with Espressive

Advantages

• Quick answers for routine issues: Password resets, software installs, and Wi-Fi queries vanished from our help-desk queue almost overnight.
• Slick user experience: The chat window feels more like talking to a colleague than filling in a form, so adoption was high without extra change-management sessions.
• Clear admin interface: I could tweak intents and add articles in minutes, no coding needed, which kept momentum during the first month.
• Actionable metrics: The deflection panel highlights which topics still generate tickets, guiding me toward the articles that matter most.
• Strong multilingual support: Colleagues in Madrid, Berlin, and Singapore all received responses in local language with zero extra configuration.

Drawbacks

• On-boarding can feel rigid: The guided setup insists on a specific sequence; skipping ahead triggered warnings until each earlier step was complete.
• Limited custom branding: I could change colours and the logo, yet deeper interface tweaks such as font choices were off limits.
• Pricing tiers jump sharply: Moving from the starter plan to the next bracket doubled our annual bill, which made budget approval tougher.
• Occasional intent clashes: When two articles overlap, Barista sometimes serves the less relevant one, so regular pruning is essential.
• Mobile app lag: Response time on older Android handsets was a few seconds slower than on desktop, enough for some staff to notice.

Our takeaway

Espressive trimmed repetitive tickets by more than half within six weeks, and the bot’s conversational style kept employees happy; however, the learning curve for administrators and the jumpy price ladder require careful planning before rollout.