Case Study: Unity Technologies achieves instant IT support on Slack with Moveworks AI

Unity levels up its tech support with AI on Slack

Unity Technologies, a global leader in real-time 3D content creation, needed a way to scale IT support as the company rapidly expanded to 45 offices worldwide without adding headcount. Its IT team was spending too much time on routine tasks like password resets, software provisioning, and account unlocks, limiting bandwidth for strategic digital transformation work. To meet this challenge, Unity turned to Moveworks and its AI chatbot for Slack, known internally as Ninja Unicorn.

Moveworks deployed an AI-powered support experience that understood employee requests in natural language, resolved issues autonomously through backend integrations, and routed more complex cases to the right team. The impact was substantial: Unity reduced IT issue resolution time from 3 days to under 1 minute, provided instant help to 92% of employees, and automated 31% of IT issues. The bot also handled more than 25,000 Slack interactions and provisioned 300 software licenses per month, helping Unity improve employee satisfaction and free IT to focus on higher-value work.

Unity Technologies

Brian Hoyt

Chief Information Officer