Case Study: Equinix achieves faster IT ticket routing with Moveworks AI triage

Equinix routes IT tickets 96% accurately with Moveworks

Equinix, the world's largest interconnection and colocation platform, faced the challenge of scaling its global company while keeping its IT headcount flat. Their IT team struggled with efficiently routing support tickets to the correct experts, leading to long queues. To address this, Equinix implemented the Moveworks AI Assistant to automate and transform its employee support experience.

The solution from Moveworks, known internally as E-Bot, uses conversational AI to instantly triage and route IT issues with 96% accuracy. This resulted in tickets being sent to the correct assignment group within 30 seconds instead of five hours. Moveworks now routes 82% of tickets, reducing their average lifespan by almost a third and freeing agents to focus on more complex work, all without adding additional headcount.

Equinix