Moveworks

Moveworks functions as an AI-powered employee support platform that automates IT helpdesk operations and employee service requests across the enterprise. The platform uses advanced natural language processing to understand employee requests in conversational language and either resolve issues automatically or route them to appropriate human specialists with full context. Moveworks integrates deeply with existing IT infrastructure including ITSM systems like ServiceNow, identity management platforms, cloud applications, and communication tools like Slack and Microsoft Teams. The platform's strength lies in its ability to handle the full lifecycle of employee support requests - from initial intake through resolution and follow-up - while learning from each interaction to improve future responses. Moveworks can automatically resolve common requests like password resets, software access provisioning, hardware ordering, and policy questions while escalating complex issues to human agents with comprehensive context and suggested solutions. The platform provides detailed analytics on support ticket volumes, resolution times, and employee satisfaction, helping IT teams identify systemic issues and optimize their operations. Moveworks excels in large enterprises where IT support volume is high and consistent, repetitive requests consume significant helpdesk resources. The platform has demonstrated ability to resolve 25-40% of all IT requests automatically while significantly reducing resolution times for issues that require human intervention. However, the platform's effectiveness depends on quality integration with existing IT systems and requires ongoing training on company-specific processes, applications, and policies.