Case Study: Slack achieves friction-free IT support with Moveworks

Slack automates 30% of IT issues with Moveworks

Slack, a leading enterprise chat platform, faced the challenge of providing real-time IT support to employees within its group channels without creating excessive busy work for its service desk agents. The company wanted to offer help in the collaborative environment where employees already worked but needed a way to efficiently manage these requests. To address this, Slack partnered with Moveworks and implemented its AI-powered Assistant.

The solution from Moveworks involved deploying an AI Assistant that operates within Slack to crowdsource support. This technology uses advanced language models to interpret employee requests and provide resolutions directly in the chat, seamlessly adapting to conversation flow. As a result, 30% of IT issues are now resolved autonomously, allowing employees to get instant help without leaving Slack and freeing IT teams from manually tracking every request.

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