Case Study: Hearst achieves faster employee support with Moveworks

Hearst resolves 57% of support issues autonomously with Moveworks

Hearst, a diversified global media and information company, faced a challenge in delivering fast and consistent employee support. Its large, always-on workforce across many acquired businesses operated with fragmented systems and limited IT resources, making it difficult to keep pace with rapid news cycles. To transform and speed up support, Hearst partnered with Moveworks and implemented its AI Assistant.

Moveworks provided a unified support solution by integrating with existing systems like ServiceNow and SharePoint. The AI Assistant resolved common issues autonomously, answered questions instantly, and surfaced knowledge base articles, which shifted support to a proactive, self-service model. The results were significant: Moveworks resolved 57% of support issues automatically, answered 1,200 employee questions per month instantly, and surfaced approximately 4,000 knowledge articles monthly, saving considerable time and improving productivity.

Hearst