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Introduction

The advance of CRM and the focus on serving the customer has created an unintended consequence – while customers can find things, get queries answered, and have problems resolved quickly and easily, employees are less well served.

Highlights

  • Espressive has developed a solution that will route an employee’s question either to the resolution or to the correct person, and Espressive uses machine learning to improve this service.

Features and Benefits

  • Discover how the Espressive solution learns by employees providing feedback on whether the response solved the problem or answered the query.
  • Learn about how the Espressive solution has a library of 15 million phrases that it understands and can respond to in its Employee Language Cloud.

Key questions answered

  • What are the major challenges that employees have in finding information?
  • How is machine learning helping to resolve the issues of data silos?

Table of contents

Summary

  • Catalyst
  • Key messages
  • Ovum view

Recommendations for enterprises

  • Why put Espressive on your radar?

Highlights

  • Background
  • Current position

Data sheet

  • Key facts

Appendix

  • On the Radar
  • Further reading
  • Author