it_support · logistics · workflow
Moveworks AI Assistant drives 60% adoption as primary IT support channel at leading UK parcel delivery company
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.
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 submits IT request
Employees use the Moveworks AI Assistant as their primary channel for all IT support issues.
Tools used
Moveworks
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.
Results
Time savedsignificantly reducing downtime
Volume60%
Cost replacedeliminating costly out-of-hours services
Running sinceMay 2023
Grounding & classification
Source type: vendor customer story
25 fields verified against source quotes.
support agenttranslationsupport ticketmetric backedproduction runtime claimedtools describedvendor confirmedworkflow describedlogisticsautomation ratecost reductionemployee productivityvendor customer storyhr onboardingit supportticket triageautonomous resolutionintake to triage