With Moveworks the results were immediate. We had a delightful user experience and improved productivity across the company within the first few days of rolling it out, not weeks or months later.Wendy M. Pfeiffer, CIO, Nutanix
Founded in 2009, Nutanix quickly became an industry leader in cloud software and hyperconverged infrastructure solutions. Nutanix helps companies to run any application at any scale with a dramatically lower total cost of ownership through one-click application management across public, private and distributed edge clouds. A steady rise in value since an IPO in 2016 has Nutanix valued at more than $9bn with over 3,700 employees.
Wendy Pfeiffer joined as CIO of Nutanix with a focus on improving the employee experience of IT and adopting more automation to bring gains in productivity and efficiency. Despite using state-of-the-art ITSM tools, the process for employees to get access to applications, or get help resolving issues, was broken. Simple application requests would sit in the queue for hours before an agent reviewed them. Delays caused by email communication between agents and employees meant that it could be more than a week before the employee finally got access to the application. With Moveworks, these requests are resolved autonomously in just a few seconds.
“With Moveworks, backend systems get pushed to the background—so employees don’t have to know they exist,” said Pfeiffer. “They just have this delightful, modern AI layer that communicates with them and solves their problems, right there and then.
In less than 2 months, Nutanix launched Moveworks in the form of X-Bot. Moveworks’ combination of advanced conversational AI and natural language understanding (NLU) enables X-Bot to resolve employees’ IT support issues conversationally, directly in their enterprise messaging platform without any training or behavior change. This centralized way to answer commonly asked questions combined with easy integration with Nutanix’s ITSM solution and other systems of record allows X-Bot to transform tedious tasks into painless conversations that last only a few seconds.
“What’s great about Moveworks is that it’s so engaging for employees,” said Pfeiffer. “It’s amazing to see, because employees get engaged not just in the technology, but also in the process. They’re aware of the machine learning in the bot and they see it evolve and get more sophisticated every week.”
While Nutanix’s initial focus was on autonomously resolving IT issues with AI, Pfeiffer now hopes to use the Moveworks platform to improve employee support across the enterprise. But already, by resolving more than half of all IT issues with no involvement from the help desk, Nutanix has accelerated workflows, supercharged productivity, and boosted satisfaction throughout the company.
“Moveworks is a rare breed of technology that immediately provides value back that we can invest in other areas of IT,” Pfeiffer said.