Moveworks

Overview

Moveworks offers an AI platform focused on automating employee support within large organizations. The platform is designed to understand and resolve common IT, HR, and workplace service requests through conversational interfaces. It utilizes natural language understanding (NLU) and large language models (LLMs) to interpret employee queries and provide automated solutions, such as troubleshooting IT issues, answering HR policy questions, or facilitating workplace service requests (Moveworks Product Documentation). The system integrates with existing enterprise systems like ServiceNow, Workday, and Microsoft Teams to access relevant data and execute actions.

The core proposition of Moveworks is to enhance employee experience by providing immediate assistance for routine inquiries, thereby reducing the workload on internal support teams. This automation is intended to free up human agents to focus on more complex or sensitive issues. The platform is used by enterprise clients to manage a high volume of recurring questions and requests, aiming for a significant percentage of automated resolutions. Its target audience includes large enterprises seeking to optimize their IT, HR, and facilities management operations through AI-driven self-service.

Moveworks' approach emphasizes a no-code/low-code configuration model, allowing business users and administrators to customize the AI's responses and workflows without extensive programming knowledge. The platform's machine learning models are continuously trained on organizational data to improve accuracy and expand its scope of automated resolutions. The solution is deployed as a managed service, with updates and model improvements handled by Moveworks. The system also includes analytics capabilities to track resolution rates, identify common employee pain points, and measure the impact of the AI on operational efficiency. Compliance with standards such as SOC 2 Type II and GDPR is maintained to address enterprise security and data privacy requirements (Moveworks Compliance Overview).

Key features

• Natural Language Understanding (NLU): Interprets complex, colloquial employee requests in various languages to accurately identify intent and extract relevant entities.
• Large Language Model (LLM) Integration: Leverages advanced LLMs for more nuanced understanding, content generation, and contextual reasoning in conversations.
• Automated Resolution Engine: Connects recognized intents to specific actions or knowledge articles, resolving requests directly within the chat interface.
• Enterprise System Integrations: Pre-built connectors for common enterprise platforms like ServiceNow, Workday, Salesforce, Microsoft Teams, Slack, and SharePoint.
• Employee Experience Copilot: An overarching product designed to act as a unified AI assistant for all employee inquiries across departments.
• IT Copilot: Specializes in resolving IT-related issues, such as password resets, software access, hardware requests, and troubleshooting common technical problems.
• HR Copilot: Addresses HR inquiries, including policy questions, benefits information, payroll issues, and time-off requests.
• Workplace Services Copilot: Manages requests related to facilities, desk booking, visitor management, and other internal workplace services.
• Knowledge Management Integration: Connects to internal knowledge bases and documentation systems to retrieve and present relevant information to employees.
• Personalization: Delivers tailored responses based on employee roles, locations, and historical interactions.
• Analytics and Reporting: Provides dashboards to monitor AI performance, resolution rates, common request types, and cost savings.
• No-Code/Low-Code Configuration: Allows administrators to configure conversational flows, responses, and integrations without programming.
• Multilingual Support: Processes and responds to queries in multiple languages to support global workforces.

Pricing

Moveworks offers custom enterprise pricing. Specific details are provided upon direct consultation with their sales team.

Common integrations

• ServiceNow: Incident management, service catalog fulfillment, knowledge base synchronization (Moveworks ServiceNow Integration).
• Microsoft Teams: Conversational interface for AI interactions, notifications, and request submissions (Moveworks Microsoft Teams Integration).
• Slack: Employee interaction point for AI, delivering responses and fulfilling requests (Moveworks Slack Integration).
• Workday: HR inquiry resolution, employee data lookup, and workflow automation (Moveworks Workday Integration).
• Salesforce: CRM data access for personalized support and case management.
• Azure Active Directory / Okta: User authentication, identity management, and access control.
• SharePoint / Confluence: Accessing and leveraging internal documentation and knowledge articles.
• Jira: IT service management, issue tracking, and project management.
• Google Workspace: Calendar, email, and document management for workplace services.

Alternatives

• ServiceNow: Offers a comprehensive ITSM platform with virtual agent capabilities and extensive workflow automation for enterprise service management (ServiceNow Platform).
• Freshservice: An IT service management (ITSM) solution that includes an AI-powered chatbot and automated workflows for IT and employee support.
• Espressive: Specializes in AI-powered virtual assistants for employee self-service, focusing on quick resolution of IT and HR questions.

Getting started

Getting started with Moveworks primarily involves configuration rather than traditional coding. The platform is designed for no-code/low-code setup, focusing on integrating existing enterprise systems and training the AI on organizational knowledge. Below is a conceptual representation of how an administrator might configure a basic IT request automation using a hypothetical API or configuration interface (actual implementation would be via the Moveworks admin console).

This example demonstrates setting up a rule to automatically respond to a password reset request. In a real-world scenario, this would be done through a GUI, but it illustrates the logical steps.

{
  "automation_rule_id": "IT_PASSWORD_RESET_001",
  "trigger": {
    "type": "intent_match",
    "intent_name": "ResetPassword",
    "keywords": ["password reset", "forgot password", "unlock account"]
  },
  "conditions": [
    {
      "field": "user_status",
      "operator": "equals",
      "value": "active"
    }
  ],
  "actions": [
    {
      "type": "send_message",
      "message": "I can help with that! Please visit our self-service portal at [Self-Service Portal Link] to reset your password securely."
    },
    {
      "type": "link_to_knowledge_article",
      "article_id": "KB_IT_005_PASSWORD_RESET"
    },
    {
      "type": "log_event",
      "event_name": "PasswordResetAssisted",
      "details": {
        "user_id": "{{user.id}}",
        "timestamp": "{{current_timestamp}}"
      }
    }
  ],
  "escalation_options": [
    {
      "type": "create_ticket",
      "system": "ServiceNow",
      "priority": "Low",
      "summary": "Failed password reset attempt via AI assistance"
    }
  ]
}

In practice, developers and administrators interact with the Moveworks platform through a web-based administration console. This console provides tools for:

• Integrating Data Sources: Connecting to various enterprise systems (e.g., HRIS, ITSM, CRM) to pull in relevant employee data and knowledge articles.
• Configuring Topics and Intents: Defining the types of requests the AI should handle and the expected variations in user language.
• Building Workflows: Designing the sequence of actions the AI should take, such as asking follow-up questions, providing information, or triggering external system actions.
• Training the AI: Reviewing AI predictions, correcting misinterpretations, and uploading company-specific terminology or policies to improve accuracy.
• Monitoring Performance: Using dashboards and analytics to track the AI's resolution rates, identify areas for improvement, and measure business impact.

Moveworks provides APIs for custom integrations where pre-built connectors are not sufficient. These APIs allow enterprises to programmatically extend the platform's capabilities or integrate it with proprietary systems. However, the primary interaction model for core automation remains within the no-code/low-code environment (Moveworks Developer Experience Notes).