It support · Production

Verisk increases employee engagement across 34 countries with Moveworks AI Assistant

The problem

Verisk's mass email communications were ignored and created noise rather than clarity across its global workforce, while follow-up questions overwhelmed the help desk and a reactive email-first model could not scale with continued global growth.

First attempt

Traditional mass communication channels failed to ensure critical updates reached the right employees at the right time, and the email-first model could not scale as Verisk expanded globally.

Workflow diagram · grounded in source
1
Employee initiates request
trigger
“The Assistant also intercepts emails, tickets, and forms, enabling employees to receive fast, consistent responses regardless of how they initiate a request”
2
Natural language resolution
ai_action
“the Assistant understands natural language and is able to automatically resolves requests by surfacing the right solution, whether it's guidance from a policy document, a form for new hardware, or a relevant article from Verisk's knowled…”
3
Route targeted communications
routing
“Updates are routed only to employees who need them, reducing inbox clutter and improving engagement across global time zones”
4
Proactive employee notifications
output
“The AI Assistant proactively notifies employees about time-sensitive actions — such as expiring passwords — and guides new hires through onboarding steps during acquisitions”
Reported outcome

Verisk's AI Assistant Vic achieved widespread employee adoption for instant help in Teams, eliminated phone support, and enabled personalized communications timed by location and role across its global workforce.

Reported metrics
employee AI Assistant adoption96%
Phone support eliminatedphone support eliminated
Reported stack
MoveworksMicrosoft Teams
Source
https://www.moveworks.com/us/en/customers/verisk-increases-employee-engagement-with-moveworks-ai
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Verisk's AI Assistant Vic achieved widespread employee adoption for instant help in Teams, eliminated phone support, and enabled personalized communications timed by location and role across its global workforce.

What tools did this team use?

Moveworks, Microsoft Teams.

What results were reported?

employee AI Assistant adoption: 96%; Phone support eliminated: phone support eliminated (source-reported, not independently verified).

What failed first in this deployment?

Traditional mass communication channels failed to ensure critical updates reached the right employees at the right time, and the email-first model could not scale as Verisk expanded globally.

How is this it support AI workflow structured?

Employee initiates request → Natural language resolution → Route targeted communications → Proactive employee notifications.

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