Case Study: Broadcom streamlines IT support and employee onboarding with Moveworks

Broadcom Embraces New Challenges and New Employees with the Help of AI

Broadcom, a global infrastructure technology company, was growing quickly through acquisitions and needed a better way to integrate new employees and systems while improving the IT service desk experience. To support Day 1 productivity and move toward its goal of a “zero helpdesk,” Broadcom turned to Moveworks and its conversational AI platform for IT service desk automation.

Moveworks implemented quickly using Broadcom’s existing knowledge base and historical ticket data, enabling employees to resolve issues through Google Hangouts Chat without scripting or a large internal team. The solution now handles password resets, account unlocks, ticket creation, status checks, and more, with autonomous resolution rising from about 10% at launch to 54% of all tech issues and more than 75,000 IT issues resolved overall.

Broadcom

Stanley Toh

Head of End-User Services & Experience