Broadcom takes on new challenges and new employees, helped by a new AI solution

Broadcom

55%

of IT issues resolved autonomously

StanleyToh_Broadcom
“Moveworks is the first conversational AI platform that focuses on the IT service desk. I don’t have to teach it anything, I don’t have to do any scripting, and I don’t need a team of people to create dialogue flows. It’s true plug-and-play machine learning.”
Stanley Toh, Head of End-User Services & Experience, Broadcom

Rapid growth requires a robust IT solution

Broadcom Inc. is a global infrastructure technology company with a long history of innovation. Over the years, the organization has been aggressive about expansion, most recently with its Fall 2018 acquisition of CA Technologies. Following the CA deal, Broadcom is now a $20 billion company, with offices and facilities around the globe, employing approximately 15,000 people worldwide. 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 with each new organization the company brings on.

The solution the Broadcom team was seeking needed advanced machine learning and conversational-AI, an easy-to-use interface, and the versatility to integrate across numerous systems—all without breaking the bank or monopolizing IT’s time. The Broadcom team found that and more with Moveworks.

“When we buy companies, they come with rich history, a rich culture, a lot of data, and many legacy applications,” Nallappan said. “To achieve optimal efficiency, we need to integrate new employees and systems into our existing environment quickly. That’s where Moveworks came into play. We needed a technology to assist us in better integrating our new worldwide workforce so that they could be productive on Day 1.”

Challenges

  • Integrating new employees and systems into existing IT environment
  • Providing real-time tech support to a distributed, global workforce

Results

  • Seamlessly onboarded thousands of new employees on day one 
  • Able to resolve more than half of all tech issues in under a minute

Bot

Avatar_Broadcom_1Bot 1.Bot

75K+

IT issues resolved

73%

of employees use Moveworks

Avatar_Broadcom_1Bot
Broadcom_chatbot

Seamless implementation that delivered on Day 1

In September 2018, Broadcom launched 1.Bot, the company’s internal name for Moveworks. Employees were instantly able to use Google Hangouts Chat to resolve a variety of issues like resetting passwords, unlocking accounts, creating tickets, checking ticket status, and finding answers from knowledge base articles. All of these were previously handled by an outsourced help desk. Now, Moveworks’ combination of advanced conversational AI and natural language understanding (NLU) enabled 1.Bot to resolve employees’ IT support issues conversationally, directly in their enterprise messaging platform without any training or behavior change. 

In a matter of weeks, Broadcom went from signing contracts to rolling out the Moveworks platform to all of its employees. “We didn’t even have that many of our own people on the project,” Toh said. “Time and resources spent were quite minimal. We actually spent more time marketing 1.Bot to employees than working on it.”

“We had a mission: a zero help desk,” Nallappan said. “But when we first laid out the mission the technology was just not available to achieve it. Our focus was not just volume, and not just to scale automation, but to improve the experience of our employees and stop the complaints.

 

Everything Broadcom set out to achieve

A few years ago, Broadcom set out a vision to improve the help desk experience for its employees, save time, and reduce the volume of work by automating tasks with AI. “This was our dream.” said Toh. “But with Moveworks it’s not a dream anymore, it’s reality.”

For Andy Nallappan, it’s the combination of focus and intelligence that differentiates Moveworks. “The Moveworks solution is focused on machine learning for help desk data,” Nallappan said. “It is much more than a platform. A lot of people have a platform, but Moveworks also has the content. It learns across corporations so it’s constantly getting smarter—and we get to benefit from that. You don’t have to have a huge team to implement it or worry about a long learning curve. It’s all implemented by Moveworks, and it’s done quickly and easily.”

Nallappan’s overall impression of Moveworks is simple and powerful: “It’s AI that really works.”

Key Integrations

Google Chat

Chat

ServiceNow

ITSM

Okta

IDAM

Read the full case study