it_support · ecommerce · workflow
Moveworks autonomously resolves 74% of IT tickets at Mercari
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.
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 asks in Slack
Employees submit IT issues through Slack's conversational and familiar interface.
Tools used
MoveworksNLU
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.
Results
Volume74%
Running sinceJuly 2021
Grounding & classification
Source type: vendor customer story
23 fields verified against source quotes.
conversational aisupport agentsupport ticketmetric backednamed customerproduction runtime claimedtools describedworkflow describedecommerceautomation ratedeflection ratevendor customer storyit supportticket triageautonomous resolutionintake to triage