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

Slack Automates It Support To Achieve Its Vision Of Friction-free Business

Slack needed a way to deliver fast, friction-free IT support for a growing, globally distributed workforce. As employees increasingly relied on Slack for collaboration, traditional support channels like email, portals, and manual ITSM workflows were creating delays, confusion, and heavy ticket volume.

Slack implemented Moveworks’ AI-powered chatbot, AskBot, inside its internal Slack environment to handle IT support requests through direct message and group channels. The results included 30% of all IT issues resolved instantly and automatically, 27% of software access requests fulfilled in seconds, and 21% of troubleshooting questions handled by the bot, while weekly active users tripled over nine months and support scaled across nine countries.

Slack

Stephen Franchetti

VP of Business Technology