Case Study: Unity Technologies achieves instant IT support and 91% employee satisfaction with Moveworks AI Assistant

Unity cuts IT resolution time from 3 days to under 1 minute with Moveworks

Unity Technologies, a leading platform for creating real-time 3D content, faced a surge in IT support demands following its shift to remote work, which strained its traditional support model. The challenges included nearly doubled IT tickets, slow resolution times for routine tasks like password resets, and difficulty scaling support across its 45+ global offices. To address this, Unity implemented the Moveworks AI Assistant.

The solution from Moveworks, an AI assistant internally named Ninja Unicorn, provided a conversational interface in Slack that understood natural language and autonomously completed multi-step workflows. This resulted in resolution times dropping from 3 days to under one minute, over 90% employee satisfaction with IT support, and 30% of IT issues being resolved without human intervention. The Moveworks assistant also handles 25,000 monthly interactions and autonomously provisions 350+ software licenses each month.

Unity Technologies