Average time for Moveworks to resolve IT issues
Autodesk is a growing software and services company in the business of making software so that its customers can make anything from skyscrapers to the visual effects in Hollywood films. Over the last five years, CIO Prakash Kota and his team have focused on delivering a seamless experience for Autodesk’s workforce of over 9,000 employees. But to scale rapid tech support as the company grows and expands globally, Kota recognized that AI and machine learning had become critical.
“Employees don’t relate to a ticketing process anymore; they expect immediate results,” Kota said. “With Moveworks continuously learning from leading IT organizations, we knew we would steadily get more value.”
Working with Moveworks over the course of a fast, 75-day deployment, Kota's team launched HelpBot, an AI bot—reachable in Slack and over email—that helps employees remedy issues with a median resolution time of less than one minute. Very quickly, the Autodesk service desk team saw 28% of all IT issues resolved or accelerated by HelpBot.
“When your employees are already working in chat and they discover they can instantly talk with HelpBot there, it’s an easy leap for HelpBot to start helping fix issues they care about—changing passwords, updating email DLs, getting ticket updates. When people get what they need, fast, it quickly becomes the new habit,” says Kota.
HelpBot
