Case Study: Western Digital transforms employee IT support with Moveworks

How Western Digital set the Standard for AI-Powered Employee Support

Western Digital, a global leader in data storage, faced the challenge of providing real-time IT support to its 65,000 global employees while dramatically reducing the external help desk’s overwhelming workload. To address this, they partnered with Moveworks and implemented its AI-powered chatbot, known internally as DigiBot.

The Moveworks solution was integrated with Microsoft Teams, allowing employees to resolve IT issues instantly using natural language. The AI chatbot autonomously handled thousands of requests for everything from password resets to software troubleshooting. This automated the workload equivalent of 25 full-time help desk agents, reducing monthly IT tickets from 60,000 to approximately 40,000 and increasing employee satisfaction to 96%.

Western Digital

Todd Stewart

VP of IT Operations