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.
