Case Study: Mercari reduces IT tickets by 74% with Moveworks

Mercari reduces IT tickets by 74% with Moveworks

Mercari US, an online marketplace, faced the challenge of scaling its IT support to keep up with rapid company growth. An increasing volume of tickets was preventing the IT team from addressing technical debt and maintaining compliance. To solve this, they turned to the vendor Moveworks and implemented its AI Assistant.

Moveworks' solution used advanced natural language understanding to resolve employee IT issues autonomously within Slack. The AI Assistant handled problems like password resets and software provisioning conversationally. As a result, Moveworks successfully resolved 74% of IT tickets without human intervention, enabling Mercari to scale its operations while maintaining quality service.

Mercari