It support · Production
AI Assistant automates new hire onboarding and resolves over 30% of IT issues at a leading enterprise software company
The problem
A fast-growing enterprise software company needed to scale white-glove global IT support and handle new hire onboarding without significantly increasing IT headcount or costs.
Workflow diagram · grounded in source
1
Employee requests help in Slack
trigger
“employees could type a request in plain English and get results instantly, without needing to go through the steps to file a ticket”
2
NLU and conversational AI processing
ai_action
“thanks to a combination of Moveworks' natural language understanding (NLU) and conversational AI”
3
Group channel monitoring and response
ai_action
“When the AI Assistant sees a request it can help with, it responds immediately in the group channel and starts a direct message conversation with the employee to resolve the issue”
4
Account and software provisioning
output
“handling the account access and application provisioning tasks for new hires — without involving human agents”
Reported outcome
The AI Assistant automatically resolves over 30% of employee issues instantly, and the company kept IT headcount flat while freeing up the team for higher-value work.
Reported metrics
Employee issues auto-resolvedover 30%
IT headcounthold IT headcount flat
Reported stack
MoveworksNLUSlack
Source
https://www.moveworks.com/us/en/customers/automate-onboarding-with-instant-account-and-software-access
Read source ↗Frequently asked questions
What did this team achieve with this AI workflow?
The AI Assistant automatically resolves over 30% of employee issues instantly, and the company kept IT headcount flat while freeing up the team for higher-value work.
What tools did this team use?
Moveworks, NLU, Slack.
What results were reported?
Employee issues auto-resolved: over 30%; IT headcount: hold IT headcount flat (source-reported, not independently verified).
How is this it support AI workflow structured?
Employee requests help in Slack → NLU and conversational AI processing → Group channel monitoring and response → Account and software provisioning.