It support · Production

Moveworks autonomously resolves 74% of IT tickets at Mercari

The problem

Mercari's rapid growth led to an increasing number of IT tickets that prevented the IT team from addressing technical debt, while the company needed to scale support operations without compromising compliance.

Workflow diagram · grounded in source
1
Employee asks in Slack
trigger
“all within Slack's conversational and familiar interface”
2
NLU interprets the request
ai_action
“advanced natural language understanding (NLU) to deduce — and then deliver — the best resolution to employees' IT issues”
3
Autonomous issue resolution
ai_action
“Moveworks helps employees with a vast array of tech problems: resetting passwords, editing email groups, troubleshooting devices, provisioning software, and more”
4
Continuous knowledge deepening
feedback_loop
“Moveworks' machine learning approach enables the AI Assistant to continuously deepen its knowledge of Mercari's IT environment, resolving more and more issues without intervention from the service desk”
Reported outcome

Moveworks' AI Assistant autonomously resolves over 74% of IT tickets and 94% of employees now contact the AI Assistant first instead of the IT team, enabling Mercari to scale operations while maintaining quality service.

Reported metrics
IT tickets auto-resolved74%
Issues handled completely autonomouslyover 74%
employees contacting AI first94%
Issue resolution speedwithin a few seconds
Reported stack
MoveworksNLUSlack
Source
https://www.moveworks.com/us/en/customers/mercari-reduced-it-ticket-volume-moveworks-conversational-ai
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Moveworks' AI Assistant autonomously resolves over 74% of IT tickets and 94% of employees now contact the AI Assistant first instead of the IT team, enabling Mercari to scale operations while maintaining quality service.

What tools did this team use?

Moveworks, NLU, Slack.

What results were reported?

IT tickets auto-resolved: 74%; Issues handled completely autonomously: over 74%; employees contacting AI first: 94%; Issue resolution speed: within a few seconds (source-reported, not independently verified).

How is this it support AI workflow structured?

Employee asks in Slack → NLU interprets the request → Autonomous issue resolution → Continuous knowledge deepening.

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