Case Study: Intercontinental Exchange turns IT tickets into an actionable to-do list with Moveworks Employee Experience Insights

Intercontinental Exchange turns IT tickets into an actionable to-do list

Intercontinental Exchange (ICE) wanted better visibility into the day-to-day employee experience so it could prioritize IT automation and support improvements more effectively. Like many IT teams, ICE relied on standard metrics such as SLAs and satisfaction surveys, but those only showed how the IT team was performing—not the underlying issues slowing employees down.

To solve this, ICE implemented Moveworks’ AI Assistant, HelpBot, along with Employee Experience Insights (EXI) to analyze unstructured ticket data. Moveworks helped ICE turn thousands of IT requests into an actionable to-do list, revealing key problem areas like Outlook and identifying where to direct resources, hire service desk agents, and fix root causes more efficiently.

Intercontinental Exchange

Chuck Adkins

Senior Vice President, Information Technology