Moveworks agentic AI assistant gives social media company a ridiculously fast help desk
The social media company's IT team faced communication bottlenecks because employees were not receiving critical updates, creating preventable incidents that pulled IT into firefighting. Available automation options were either rules-based workflows requiring constant maintenance or experimental AI too slow to deliver real impact.
Both available automation paths — rules-based workflows and experimental AI — failed to solve the core problem of getting critical information to employees quickly.
With Moveworks, the company reduced avoidable issues at scale, including one communications campaign that cut follow-on tickets by 99 percent, and achieved dramatically higher employee engagement through targeted Slack-based messaging.
Frequently asked questions
What did this team achieve with this AI workflow?
With Moveworks, the company reduced avoidable issues at scale, including one communications campaign that cut follow-on tickets by 99 percent, and achieved dramatically higher employee engagement through targeted Slac…
What tools did this team use?
Moveworks, Slack.
What results were reported?
Reduction in issues rate for top comms campaign: 99%; Follow-on tickets cut by communications campaign: 99 percent; Employee engagement with messages: dramatically higher (source-reported, not independently verified).
What failed first in this deployment?
Both available automation paths — rules-based workflows and experimental AI — failed to solve the core problem of getting critical information to employees quickly.
How is this it support AI workflow structured?
Employee asks in Slack → AI interprets and retrieves → Targeted proactive messaging → Follow-up and knowledge surfacing → IT visibility and feedback.