AI Support
Moveworks
by Moveworks Inc.
287 reviews
Enterprise AI copilot for IT and HR support that resolves employee issues automatically through conversational AI
📌Key Takeaways
- 1Moveworks is a ai support AI agent by Moveworks Inc., founded in 2016.
- 2Enterprise AI copilot for IT and HR support that resolves employee issues automatically through conversational AI
- 3Top strengths: Autonomous Issue Resolution: Moveworks' Autonomous Issue Resolution engine represents the platform's most transformative capability, enabling complete end-to-end resolution of emp...; Natural Language Understanding: Moveworks employs state-of-the-art natural language processing powered by transformer-based deep learning models trained on millions of real enterpris....
- 4Rated 4.7/5 based on 287 reviews.
Category
AI Support
Founded
2016
Overview
Moveworks is a pioneering AI-powered employee support platform that fundamentally transforms how organizations handle IT, HR, and workplace service requests. Unlike traditional helpdesk solutions that merely route tickets to human agents, Moveworks leverages advanced conversational AI and machine learning to autonomously resolve employee issues in real-time through an intuitive chat interface. The platform represents a paradigm shift in enterprise support, moving from reactive ticket management to proactive, intelligent issue resolution that operates 24/7 without human intervention. At its core, Moveworks employs sophisticated natural language processing trained on millions of enterprise support interactions, enabling it to understand complex, context-dependent employee requests expressed in everyday language—not rigid keywords or structured forms. When an employee types "I can't access the sales dashboard and I need it for my presentation in an hour," Moveworks doesn't just create a ticket; it understands the urgency, identifies the specific access issue, checks the employee's permissions, and executes the necessary provisioning in connected backend systems like Active Directory, ServiceNow, or Okta. The platform's deep integration architecture connects with over 100 enterprise systems including ServiceNow, Jira, Workday, Salesforce, Microsoft 365, and custom applications through pre-built connectors that require no custom coding. This enables true end-to-end resolution where Moveworks can not only understand what an employee needs but actually execute the solution—resetting passwords, provisioning software licenses, updating access permissions, or retrieving information from knowledge bases. Moveworks serves organizations across all industries, from fast-growing technology companies managing distributed workforces to heavily regulated financial institutions requiring strict compliance controls. The platform has demonstrated remarkable results, with customers reporting 40-60% reductions in support ticket volume, 80%+ first-contact resolution rates, and significant improvements in employee satisfaction scores. For IT and HR teams, this translates to freed capacity to focus on strategic initiatives rather than repetitive support tasks, while employees benefit from instant resolutions that eliminate frustrating wait times and productivity losses.
🎯 Key Differentiator
AI-ExtractedConversational AI that autonomously resolves employee issues without human intervention by executing actions directly in backend systems
Moveworks' core differentiator lies in its ability to move beyond simple chatbot functionality to actually fix problems. While most support chatbots can only deflect to knowledge articles or route to human agents, Moveworks uses deep learning models trained on millions of enterprise support interactions to understand complex requests and autonomously execute resolutions. The platform connects directly to backend systems like Active Directory, ServiceNow, and Workday to perform actions such as password resets, access provisioning, software installations, and account unlocks. Customer data demonstrates 80%+ first-contact resolution rates—meaning 8 out of 10 employee requests are fully resolved by AI without any human involvement. This represents a fundamental shift from ticket management to actual issue resolution, with enterprises reporting 40-60% reductions in overall support ticket volume and millions in annual cost savings.
This differentiator was AI-extracted from competitive research.
Claim this page to verify and unlock →Last verified: January 27, 2026
Key Features
Autonomous Issue Resolution
Moveworks' Autonomous Issue Resolution engine represents the platform's most transformative capability, enabling complete end-to-end resolution of employee requests without any human intervention. When an employee submits a request—whether through Slack, Microsoft Teams, or the web interface—the system immediately analyzes the intent using advanced NLP, determines the appropriate resolution path, verifies the employee's permissions and prerequisites, and executes the necessary actions directly in connected backend systems. For IT requests, this includes password resets that complete in seconds rather than hours, software provisioning that automatically checks license availability and deploys applications, access requests that verify approval chains and update Active Directory groups, and account unlocks that restore productivity instantly. The system maintains comprehensive audit logs for compliance and can automatically rollback actions if issues arise. Machine learning algorithms continuously analyze historical ticket data to identify new automation opportunities and improve resolution accuracy over time. Reduces support ticket volume by 40-60% while providing employees with instant resolutions that eliminate wait times and productivity losses.
Natural Language Understanding
Moveworks employs state-of-the-art natural language processing powered by transformer-based deep learning models trained on millions of real enterprise support interactions. This sophisticated NLP engine enables the platform to understand employee requests expressed in natural, conversational language rather than requiring rigid keywords or structured forms. The system handles the full complexity of human communication including typos, abbreviations, slang, incomplete sentences, and context-dependent references. When an employee types 'my laptop is being super slow and I think it might be that update from yesterday,' Moveworks understands this is a performance issue potentially related to a recent software update and can investigate accordingly. The NLP engine also handles multi-part requests, understanding when an employee needs multiple things resolved in a single interaction. Critically, the system continuously learns from every interaction, with feedback loops that improve comprehension accuracy over time and adapt to organization-specific terminology and processes. Employees can request help naturally without learning special syntax or navigating complex forms, dramatically increasing adoption rates and reducing the barrier to getting support.
Multi-System Integration Hub
Moveworks functions as a unified integration hub connecting to over 100 enterprise systems through pre-built connectors that require no custom coding or complex implementation projects. The platform maintains deep, bidirectional integrations with critical enterprise infrastructure including ServiceNow for ITSM, Jira for development workflows, Workday for HR processes, Active Directory and Okta for identity management, Microsoft 365 and Google Workspace for productivity tools, Salesforce for CRM data, and dozens of other systems. These integrations go far beyond simple data retrieval—Moveworks can execute actions, trigger workflows, update records, and synchronize changes across systems. When an employee requests access to a specific application, Moveworks can verify the request against Workday org data, check approval requirements in ServiceNow, provision the access in Active Directory, and update the ticket status—all automatically. The integration architecture supports custom fields, tables, and workflows, ensuring the platform adapts to each organization's unique system configurations. Provides employees with unified support across all enterprise systems through a single conversational interface, eliminating the need to navigate multiple portals or understand which system handles which request.
Intelligent Routing & Escalation
When Moveworks encounters requests that cannot be resolved autonomously—whether due to complexity, policy requirements, or the need for human judgment—the platform's intelligent routing engine ensures these issues reach the right human agent with maximum efficiency. The routing system analyzes multiple factors including agent skills and certifications, current workload and availability, historical resolution success rates, and the specific nature of the request to identify the optimal assignment. Critically, when routing to a human agent, Moveworks transfers complete context including the full conversation history, relevant employee information pulled from HR systems, diagnostic data gathered during the interaction, and similar past tickets that may inform resolution. This context transfer eliminates the frustrating experience of employees having to repeat their issue to multiple agents. The system also includes priority escalation capabilities that automatically elevate urgent issues based on impact, VIP status, or time sensitivity, ensuring critical problems receive immediate attention. Ensures complex issues that require human expertise reach the right specialist quickly with full context, reducing resolution time and eliminating the need for employees to repeat information.
Analytics & Insights Dashboard
Moveworks provides comprehensive analytics and reporting capabilities that give IT and HR leaders real-time visibility into support operations and AI performance. The analytics dashboard displays key metrics including autonomous resolution rates broken down by request type, total ticket volume reduction compared to baseline, average resolution time for both AI and human-handled requests, employee satisfaction scores collected through post-resolution surveys, and cost savings calculated based on ticket deflection. Beyond basic metrics, the platform provides trend analysis showing how performance evolves over time, identifies common issue patterns that may indicate systemic problems, and highlights opportunities for new automation. Dashboards are customizable to focus on the metrics most relevant to each stakeholder, from operational managers tracking daily performance to executives reviewing quarterly ROI. All data can be exported for integration with enterprise reporting tools and business intelligence platforms, enabling organizations to incorporate support metrics into broader operational analytics. Enables data-driven optimization of support operations while providing clear ROI metrics that demonstrate the value of AI investment to executive stakeholders.
Pros & Cons
Pros
- +Autonomous Issue Resolution: Moveworks' Autonomous Issue Resolution engine represents the platform's most transformative capability, enabling complete end-to-end resolution of emp...
- +Natural Language Understanding: Moveworks employs state-of-the-art natural language processing powered by transformer-based deep learning models trained on millions of real enterpris...
- +Multi-System Integration Hub: Moveworks functions as a unified integration hub connecting to over 100 enterprise systems through pre-built connectors that require no custom coding...
- +Intelligent Routing & Escalation: When Moveworks encounters requests that cannot be resolved autonomously—whether due to complexity, policy requirements, or the need for human judgment...
- +Analytics & Insights Dashboard: Moveworks provides comprehensive analytics and reporting capabilities that give IT and HR leaders real-time visibility into support operations and AI...
Cons
- −AI-generated content requires human review to ensure accuracy and brand voice consistency.
- −Initial setup and integration may require technical resources or onboarding support.
- −Feature depth means users may not utilize all capabilities, potentially reducing ROI for simpler use cases.
Use Cases
Explore all AI Support use cases →AI SDR: Automated Outbound Prospecting→
Sales teams spend hours manually researching prospects, finding contact information, and crafting personalized outreach messages. This manual process limits the volume of outreach and reduces time available for high-value activities like closing deals.
Lead Qualification and Scoring→
Sales reps waste time chasing unqualified leads, resulting in low conversion rates and inefficient resource allocation. Manual lead scoring is inconsistent and doesn't adapt to changing buyer signals.
Frequently Asked Questions
Similar AI Agents
Ada Review: Features & Alternatives
AI-powered customer service automation platform that resolves inquiries across voice, chat, and email without human intervention.
Capacity Review: Features & Alternatives
AI-powered support automation platform that connects to your apps and learns from your content to answer questions.
Dixa Review: Features & Alternatives
Conversational customer service platform with AI-powered routing, agent assist, and quality assurance features.
Drift (Salesloft) Review: Features & Alternatives
Conversational AI platform for B2B with chatbots, live chat, and meeting scheduling for sales and support.
Forethought Review: Features & Alternatives
Generative AI platform for customer support with autonomous ticket resolution, agent assist, and workflow automation.
Freshdesk Freddy AI Review: Features & Alternatives
AI-powered features within Freshdesk including chatbots, agent assist, and intelligent ticket routing for customer support.
Social Chatter
Recent Twitter Activity
Last updated: Jan 27, 2026