Case Study: Seagen achieves 32% autonomous IT resolution with Moveworks

Seagen Embraces The Next Evolution Of It Support

Seagen, a global biotechnology company, faced challenges with slow IT support that constrained its growing and highly skilled workforce. This conventional model resulted in an average three-day wait for issue resolution. Seeking to modernize and scale its operations, Seagen's IT leadership, led by CIO Laury Miller, needed an innovative solution to provide efficient, real-time support and overcome employee skepticism toward new technologies like AI. They turned to the vendor Moveworks for its AI chatbot solution.

Moveworks implemented its AI platform, known internally as Dr. Botson, on Microsoft Teams to provide instant, conversational support. The solution autonomously resolved a wide range of IT issues, from password resets to software requests, through deep integrations with systems like Okta and ServiceNow. The results were significant: Moveworks autonomously resolves 32% of all IT issues, provides 1,000 instant answers per month, and has saved Seagen over one million dollars annually. Furthermore, 74% of employees have used the bot, leading to a vastly improved IT experience and increased productivity.

Seagen

Ken Treutlein

Senior Director of Workplace Computing