Case Study: Mercari reduces IT ticket volume by 74% with Moveworks

How conversational AI reduced ticket volume at Mercari US by 74%

Mercari US, part of the Japanese e-commerce giant Mercari, needed a way to scale IT support as the company grew without adding headcount or compromising compliance. With increasing ticket volume and a remote, global workforce, the IT team was spending too much time on routine requests and informal Slack-based support.

Moveworks implemented a conversational AI chatbot in Slack, integrated with systems like Okta, Jira, Gmail, and ITSM to automate common IT requests such as password resets, access provisioning, and device troubleshooting. The results were strong: 74% of IT tickets were resolved autonomously, 94% of employees asked the bot first, and the team saved 8,000 hours of routine IT work per month, helping Mercari scale support while improving productivity and compliance.

Mercari

Alex Rust

Engineering Manager