it_support · saas · workflow
AI Assistant automates new hire onboarding and resolves over 30% of IT issues at a leading enterprise software company
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.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Employee requests help in Slack
Employees type a request in plain English in Slack and get results instantly without filing a ticket.
Tools used
MoveworksNLU
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.
Results
Volumeover 30%
Running sinceMarch 2019
Grounding & classification
Source type: vendor customer story
21 fields verified against source quotes.
conversational aisupport agentsupport ticketmetric backedproduction runtime claimedtools describedvendor confirmedworkflow describedsoftwareautomation rateemployee productivityvendor customer storyhr onboardingit supportautonomous resolutionintake to triage