Empowering Employee Self-Help at Dexcom with Espressive Barista

Espressive, Inc.

Empowering Employee Self-Help at Dexcom with Espressive Barista

Background

Dexcom, a prominent player in diabetes care technology, faced a surge in IT ticket volumes due to rapid growth. John Jacobs, Head of IT Desktop Support, led the initiative to enhance the help desk using intelligent automation, which later garnered HR's involvement.

Challenges

The escalating growth at Dexcom resulted in a rise in help desk tickets. Despite having a ServiceNow portal, employees found the experience frustrating, resorting to calls and emails. HR faced similar issues, complicated by the diverse HR needs of employees in the U.S. and the Philippines.

Solution

Espressive Barista, an AI-driven virtual support agent, was deployed to offer a self-help platform embraced by employees. Barista delivers instant responses to queries worldwide, offering personalized solutions based on individual locations. By integrating with ServiceNow and leveraging knowledge base articles, Dexcom optimized its existing resources.

Results

Post the implementation of Barista, Dexcom witnessed a remarkable 93% accuracy rate and a 64% reduction in ticket volumes. Barista's multi-channel capabilities enabled the interception of 96% of help desk emails. Additionally, the introduction of 'Ask Barista Fridays' led to a significant increase in employee interactions with Barista, slashing phone calls by nearly half.

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