Case Study: Dexcom achieves 64% ticket deflection with Espressive Barista

Dexcom intercepts 96% of help desk emails with Espressive

Dexcom, a leader in diabetes care technology, faced rising IT ticket volumes due to rapid company growth. Employees were frustrated with the existing ServiceNow portal, preferring to call or email the help desk directly, while HR struggled with complex support across different countries. To address these challenges, Dexcom turned to Espressive and implemented its AI virtual support agent, Barista.

The solution from Espressive, Barista, provided an intelligent self-help platform that delivered personalized, location-based answers to employees. By integrating with ServiceNow, it optimized existing investments. The results were significant: Espressive's Barista achieved a 93% accuracy rate, deflected 64% of tickets, and intercepted 96% of help desk emails, while initiatives like "Ask Barista Fridays" cut phone calls by nearly half.

Dexcom