Atos Integrates Espressive Barista AI for Workplace IT Support

January 21, 2025, Paris, France – Atos has announced the integration of Espressive Barista, a generative conversational AI agent, into its Digital Workplace Experience Engagement platform. 

This innovative addition provides instant assistance, with the promise of doing away with the traditional IT helpdesk: an asset that fundamentally changes the relationship between technology and employees in the workplace. 

This solution facilitates the resolving of issues and the fulfilment of IT requests by enabling employees to talk about virtually any topic on any device at any time.

Atos has taken advantage of Barista’s abilities and have been able to close over 50% of IT support cases at the conversational AI level. 

This has resulted in a dramatic reduction in MTTR (Mean Time To Resolution) that is now within industry standards. 

“Espressive Barista enables every person at the organization to be far more efficient than before, which allows them to tend to their core responsibilities,” 

Said Leon Gilbert, Senior Vice President of Digital Workplace at Atos.

Since signing a partnership agreement in 2024, Atos has distributed over 200,000 Barista licenses for its customers, further integrating it into HR and other functions. 

Additional functionalities implemented in Barista are password resets, RAG for enterprise knowledge, and live web answer access. Users only need to interact with Barista instead of other systems which allows them to work more productively.

As Pat Calhoun, the CEO of Espressive put it, 

“We’re proud to partner with Atos because it shows Conversational AI enhances both employee engagement and productivity. We are changing the face of IT helpdesk support by offering instant, tailor-made answers.” 

This is important because it compliments Atos’ strategy of focusing on the human element in the digital workplace, which is consistent with their top position in the Gartner 2024 Magic Quadrant for Outsourced Digital Workplace Services. 

With this new capability, Atos will not only improve the employee experience, but also demonstrate the value of generative AI in transforming conventional IT business processes.

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