It support · Production

Moveworks AI Assistant drives 60% adoption as primary IT support channel at leading UK parcel delivery company

The problem

A leading UK parcel delivery company relied on email and phone support that was costly, slow, and unavailable outside business hours, causing IT delays that disrupted delivery schedules and forced employees to spend more time troubleshooting than on core responsibilities.

Workflow diagram · grounded in source

Employee submits IT request

trigger

“60% adoption rate of the assistant as the primary channel for all IT issues”

AI handles issue autonomously

ai_action

“It provided 24/7 instant responses to IT issues, significantly reducing downtime and improving productivity. By leveraging AI, the assistant could autonomously handle repetitive tasks and common issues, freeing up IT staff to focus on mo…”

ServiceNow integration

integration

“the assistant extended beyond Microsoft Teams, seamlessly integrating with the company's ServiceNow instance via a web interface”

IT support triage

routing

“The company utilized the AI platform for strategic initiatives such as IT support triage”

Multilingual support

ai_action

“multilingual support for more than 100 languages, including Hungarian and Chinese”

New hire onboarding communications

output

“proactive communications for new hire onboarding”

Reported outcome

Since deploying Moveworks AI Assistant in May 2023, the company achieved a 60% adoption rate as the primary IT support channel, eliminated costly out-of-hours services, and freed up resources for further automation projects.

Reported metrics

workforce adoption as primary IT support channel60%

Out-of-hours service cost eliminatedeliminating costly out-of-hours services

Languages supportedmore than 100 languages

Downtime reductionsignificantly reducing downtime

Show all 5 reported metrics

workforce adoption as primary IT support channel60%

out-of-hours service cost eliminatedeliminating costly out-of-hours services

languages supportedmore than 100 languages

downtime reductionsignificantly reducing downtime

IT staff focus on complex tasksfreeing up IT staff to focus on more complex and strategic initiatives

Reported stack

MoveworksMicrosoft TeamsServiceNow

Source

https://www.moveworks.com/us/en/customers/frontline-it-support-transformation-with-ai

Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Since deploying Moveworks AI Assistant in May 2023, the company achieved a 60% adoption rate as the primary IT support channel, eliminated costly out-of-hours services, and freed up resources for further automation pr…

What tools did this team use?

Moveworks, Microsoft Teams, ServiceNow.

What results were reported?

workforce adoption as primary IT support channel: 60%; Out-of-hours service cost eliminated: eliminating costly out-of-hours services; Languages supported: more than 100 languages; Downtime reduction: significantly reducing downtime (source-reported, not independently verified).

How is this it support AI workflow structured?

Employee submits IT request → AI handles issue autonomously → ServiceNow integration → IT support triage → Multilingual support → New hire onboarding communications.