Case Study: Palo Alto Networks reduces help desk volume with Espressive Barista

Palo Alto Networks Reduced Help Desk Call Volume with High Employee Adoption; Barista Positively Impacts Strategic Business Initiatives

Palo Alto Networks, a global cybersecurity leader, was struggling with high help desk call volume, low self-service portal adoption, rising MTTR, and the challenge of supporting a mobile, global workforce. Employees often wasted time figuring out where to go for help, while routine questions and ticket routing consumed valuable IT resources. Espressive, using its Barista virtual support agent, offered a better way to deliver quick answers and streamline employee support.

Espressive implemented Barista as an out-of-the-box AI-powered employee support experience that provides answers, resolves issues, gathers ticket information, and routes employees to the right experts when needed. The result was reduced help desk call volume, high employee adoption, decreased MTTR, and mobile access to answers from one place. Espressive also helped Palo Alto Networks support strategic initiatives such as improving internal employee NPS and operationalizing M&A processes.

Palo Alto Networks

Nicole Tate-Pappas

Senior Business Systems Manager