Slack automates
I.T. support to
achieve its vision of
friction-free business

Slack

30%

IT issues resolved autonomously

As a company that drives collaboration, it’s no surprise that our top priority when it comes to IT support is delivering a phenomenal employee experience with Moveworks. Stephen Franchetti, VP of Business Technology, Slack

How Slack changed collaboration with channels

Released in 2013, Slack today boasts more than 12 million daily active users and is deployed by almost two-thirds of the Fortune 100. The idea behind that success is as straightforward as it is transformative: bring all the right people, information, and tools together on a single platform. With Slack, employees don’t have to scroll through endless email chains and then wait hours for a reply. Instead, they can chat with their team in real time—sharing projects and collaborating across dozens of services using one, intuitive interface.

While Slack redefines the nature of collaboration with its software, the company’s commitment to making work friction-free extends equally to internal processes—starting with IT support. That’s because the experience of resolving an IT issue is, at traditional companies, the antithesis of Slack: it’s slow, it’s confusing, and it requires navigating through a labyrinth of hard-to-find web pages, ITSM forms, and knowledge base articles.

Stephen Franchetti, Slack’s Vice President of Business Technology, saw that slow IT support could stall a fast-paced digital business, and he knew that old-school channels like email were not the way forward. Rather, truly modern IT support would have to be interactive, intuitive, and instant—every step of the way. In other words, the entire process would have to take place straight on Slack itself.

“Slack is already where employees spend most of their time, whether they’re sharing updates, accessing resources, or just talking to each other. IT support shouldn’t be any different—that’s where Moveworks comes in.”

— Stephen Franchetti, VP of Business Technology, Slack

 

Challenges

  • Ensuring IT support happens as quickly as other work streams on Slack
  • Providing remote employees with the real-time help needed to stay productive

Results

  • Employees able to self-service their tech issues without leaving Slack
  • Addressed increase in support demand without increasing IT headcount

Bot

Avatar_Slack_AskBot AskBot

Slack Moveworks chatbot
CTUDY_Slack_Online_UserQuotes
Avatar_Slack_AskBot

Showing the world a new way to work

Having explored a variety of IT support solutions, Slack rolled out Moveworks in March 2019 and never looked back. Known to the company’s employees as AskBot, Moveworks is an AI- powered chatbot that lives on their internal Slack environment. The bot leverages advanced natural language understanding (NLU) to determine the right resolution to an employee’s request, whether they direct-message AskBot or message the Slack’s group IT channel. And when users unpredictably switch to a new topic, Moveworks’ conversational AI enables AskBot to shift gears, rather than sticking to a pre-scripted dialog.

“If your initial interaction with an automated tool feels unnatural, you lose people pretty quickly. With machine learning, AskBot is able to improve over time, which allows it to learn how our business works, understand our local lingo, and engage with us in natural conversation,” commented Franchetti.

Empowering remote employees to self-service

Few organizations understand the importance of facilitating remote work better than Slack. During the onset of the COVID-19 outbreak, Slack’s calling card of connecting coworkers from afar meant that productivity was no longer confined to the physical office building—a shift that will likely alter the nature of work going forward.

But to ensure its end users could stay productive while working from home (WFH), Slack had to first provide its own remote workforce with the same white-glove IT support they’d come to expect. AskBot proved useful to this WFH transition, serving as a force multiplier for Slack’s IT team as both the number and the urgency of employees’ support issues increased. The bot handles everything from provisioning and troubleshooting software, to answering questions about sick policy and business continuity plans, to looking up colleagues’ locations and phone numbers.

27%

Software access requests fulfilled in seconds

The future of AI at Slack

The ramifications of AI-powered IT support extend beyond faster response times for employees. By tackling routine issues and button-clicking tasks automatically, Moveworks also buys back time for Slack’s talented IT professionals to concentrate on digital transformation projects. But for Franchetti, IT is only the beginning of a broader “journey over time” with AI, which he hopes will soon eliminate friction across other business areas. 

This journey promises to make the company’s whole tech stack more accessible than ever before. Whatever employees need, they’ll know where to go for instant support: Moveworks on Slack.

Key Integrations

Slack

Chat

Jira Service Desk

ITSM

Okta

IDAM

Read the full case study