Broadcom’s employees get help in <60 seconds

The Problem

Broadcom’s rapid growth requires robust IT integrations

Broadcom is a global infrastructure technology company with a long track record of innovation. After years of rapid expansion and merger activity, the organization faced a growing challenge: critical information was scattered across 10 different knowledge bases, making it difficult for employees to find what they needed to stay productive.

Andy Nallappan, Vice President and CIO at Broadcom, has seen his company undergo incredible growth and transformation over the years; however, the acquisitions Broadcom has made over the last decade present integration challenges. 

As Broadcom’s teams adopted more SaaS applications to support a fast-moving business, the volume of IT questions surged. Employees were expected to be increasingly self-sufficient — whether updating a Zoom background, troubleshooting a Slack error, or resolving routine IT issues on their own. But fragmented knowledge and outdated search tools created friction across the company. Even when employees found the right system, locating the right answer was slow and inconsistent.

The Solution

Broadcom integrates its IT environment with AI

In 2018, Broadcom launched Moveworks AI Assistant, named “1.Bot.”  Employees could use Google Chat to reset passwords, unlock accounts, create and track tickets, and surface answers from across Broadcom’s knowledge bases — all through natural, conversational interactions.

Today, Moveworks’ agentic AI platform, powered by its Reasoning Engine, enables 1.Bot to understand requests, plan the right steps, and take action autonomously. The Assistant connects to Broadcom’s systems, uses AI agents to carry out multi-step workflows, and provides employees with instant, contextual support without switching tools.

Whether resolving an account lockout or routing a complex IT request, employees get help directly in Google Chat. When knowledge is the best path forward, Moveworks search provides the exact snippet-sized answer from the right article, cutting through outdated or irrelevant content.

The Result

57% of Broadcom’s IT issues are solved in less than a minute

With an integrated knowledge base, 57% of Broadcom’s IT issues are solved in less than a minute

Broadcom set out to transform its help desk experience — reducing manual work, improving accuracy, and enabling employees to self-serve with confidence. Over the last two years, the IT team has strengthened its entire knowledge ecosystem using Moveworks, creating a centralized, reliable foundation for search and automation.

Today, 1.Bot surfaces answers in under a minute for 88% of IT issues, pulling context from multiple knowledge bases and delivering it instantly in Google Chat. With real-time visibility into content gaps, the team can update or create knowledge articles that help employees resolve their own issues.

The help desk has shifted from reactive to strategic. As employees rely on 1.Bot for fast, consistent support, the IT team can focus on higher-impact work — while Moveworks continues to learn from behavior patterns to improve the relevance and accuracy of responses over time.

Nallappan’s overall impression of Moveworks is simple and powerful — and the impact of agentic AI continues to compound as Broadcom expands its use of the platform.

Nallappan’s overall impression of Moveworks is simple and powerful:

“It’s AI that really works.”