Case Study: Hearst achieves 57% autonomous support resolution with Moveworks

Hearst needed fast support to stay on top Moveworks delivered

Hearst, the global diversified information, services, and media company, needed a faster way to support its 15,000-employee workforce across multiple businesses, systems, and time zones. To reduce the strain on IT and Finance teams and improve self-service, Hearst turned to **Moveworks** and its AI employee support platform, powered by its bot Herbie, with integrations across Slack, Microsoft Teams, Okta, SharePoint, and ServiceNow.

With **Moveworks**, Hearst launched Herbie to resolve employee issues conversationally and automate support tasks like account unlocks, form filling, knowledge base responses, and issue triage. The results were significant: **57% of support issues were resolved autonomously**, more than **1,200 employee questions per month** were answered instantly, and thousands of knowledge articles were surfaced monthly, helping Hearst save time, improve productivity, and reduce support bottlenecks.

Hearst

Andrew Leach

Continuous Service Improvement Manager