Resolve Acquires Espressive to Boost Zero Ticket™ IT Vision

Resolve, a recognized leader in agentic automation and orchestration, has announced its acquisition of Espressive, a company known for its enterprise-optimized large language model (LLM) technologies. This move highlights Resolve’s continued commitment to strengthening its AI agent portfolio, including its flagship resolution agent, RITA, and its workflow builder agent, Jarvis.

Espressive has earned a reputation for creating compact yet high-performing conversational AI solutions that are well-suited for enterprise use cases. These technologies excel in scenarios such as intelligent ticket resolution and technician support, making them a natural fit for Resolve’s mission of enhancing IT automation.

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By integrating Espressive’s conversational AI capabilities and LLM frameworks into its existing automation platform, Resolve aims to deliver AI agents with sharper contextual awareness, stronger natural language processing, and faster resolution power. The unified offering will enable organizations to deflect more support tickets, resolve incidents autonomously, and provide employees with seamless IT service experiences.

Sean Heuer, CEO of Resolve, described the acquisition as a transformational step: “This is more than a technology acquisition. It’s a force multiplier for our Zero Ticket IT vision. Espressive brings world-class talent and proven LLM capabilities that will immediately elevate our agentic resolution capabilities. Together, we’ll empower IT teams to eliminate repetitive tickets at scale.”

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Pat Calhoun, CEO of Espressive, echoed this sentiment and emphasized the larger industry impact: “This marks a seismic shift in ITSM automation. By bringing together Espressive’s enterprise-grade conversational AI with Resolve’s industry-leading agentic automation platform, we’re changing the game. For the first time, AI agents will have the intelligence and the automation reach to resolve issues end-to-end without human intervention. This isn’t just about deflecting tickets; it’s about eliminating them entirely.”

The joint solution is expected to deliver measurable benefits for enterprises, including:

• A projected 50% reduction in ticket volume within the first six months

• Significant decreases in IT service management (ITSM) costs

• Substantially improved first contact resolution (FCR) rates

• Up to 70% faster mean time to resolution (MTTR)

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This acquisition represents more than an expansion of Resolve’s capabilities; it signals a paradigm shift in IT operations. With Espressive’s conversational AI integrated into Resolve’s platform, enterprises can transition from reactive, ticket-centric support models to proactive, zero-ticket strategies.

Ultimately, the partnership positions Resolve to redefine IT service delivery, equipping IT teams with AI-driven tools that not only manage demand but also eliminate it transforming efficiency, productivity, and employee experience across the enterprise.

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