Platform

The Moveworks AI platform combines advanced machine learning, conversational-AI and Natural Language Understanding (NLU) with deep integrations into enterprise systems to completely automate the resolution of IT support issues.

Our system is pre-trained to understand enterprise language and common IT support issues. So it starts delivering right away and continues to get smarter over time.

 

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The Moveworks Platform

Technology

01

Enterprise NLU

Pre-trained Natural Language Understanding (NLU) that understands IT issues and enterprise conversations.

Our platform understands the meaning, relevance and context of enterprise language. We know how sentence syntax changes the meaning of words. And how conversation context shifts the meaning of a sentence. We know the language we use at work is different from what we use at home. And that symptoms and solutions are described differently. Powered by Collective Learning, the Moveworks NLU system understands the hidden meaning behind enterprise language, and it’s what makes our conversational AI the best in the enterprise.

02

Advanced Conversational AI

A dynamic conversation engine designed for IT support.

Our stateless conversation engine is built from the ground up to help employees complete tasks in the enterprise. It adapts dynamically to changes in the conversation flow so employees won’t get frustrated or stuck in loops. We use natural language to diagnose issues, identify the optimal resolution method, disambiguate complex requests and keep employees notified as we complete tasks and resolve issues. The Moveworks conversation engine already understands enterprise IT requests and requires no scripting, no training and no conversation design.

03

Collective Learning

Proprietary machine learning techniques that make small data work like big data.

With every interaction, from every employee, at each customer, our system gets smarter. For everyone. Constantly. We achieve this through a machine learning process called collective learning. First, we break down language into generalized machine learning features. Next, we consolidate features from many small data sets into one massive data set. Big enough to fuel the deep neural networks that generate our machine learning models. This is why our models will always outperform models trained on just your data. And it’s why Moveworks gets more accurate every day.

04

Semantic Search

Fast, precise question answering powered by NLU and deep learning.

Moveworks finds precise answers from deep within existing knowledge articles, documents and FAQs. The Moveworks Semantic Search system leverages a rich understanding of enterprise language and context to find the most relevant match for an employee's request. Instead of providing links to articles, Moveworks Semantic Search goes deep into the content to find the exact paragraph or procedure to resolve an issue.

05

Built for Enterprise

Secure, scalable, cloud-based issue resolution, purpose-built for the enterprise.

Built to meet the security and privacy standards of the world's largest enterprises, Moveworks is a cloud-based machine learning platform that resolves IT support issues autonomously. Moveworks activates many different resolution skills to take action, complete tasks, retrieve information and find answers. Deep integrations into core enterprise systems, such as IT Service Management, Identity & Access Management, Knowledge, Email, Workflow Automation, Facilities Management and Enterprise Messaging platforms enable Moveworks to resolve issues end to end.

Resolution skills

Resolution skills combine Natural Language Understanding (NLU), machine learning models, conversational patterns, business logic, integrations and automation to solve specific use cases end-to-end

Software Access

Handle software requests autonomously

Resolve employees' requests for software, and provision it immediately, without agent assistance.

Things you can say
  • Can I get Paylocity access?
  • I need a WebEx license.
  • How do I get MS Office?
Capabilities
  • Identifies requests for software
  • Autonomously provisions apps
  • Displays “How-to” guides for self-serve apps
  • Suggests recommended alternatives for unsupported apps
  • AI-managed approvals
  • Request apps for other colleagues
Integrations
  • Active Directory
  • Okta
  • OneLogin
  • Sailpoint
  • Idaptive

Account Access

Handle password and account unlock requests automatically.

Let employees unlock accounts, reset passwords, reset 2-factor tokens – all without agent help. Automatically alert employees when their account is locked out.

Things you can say
  • I can't log in!
  • I forgot my password
  • I got a new phone and need to reset my Okta
Capabilities
  • Resets passwords
  • Resets multi-factor tokens
  • Allows self-service account unlock
Integrations
  • Active Directory
  • Duo Security
  • Okta
  • Ping Identity
  • Azure Active Directory
  • Okta SMS
  • OneLogin
  • Idaptive
  • Symantec VIP
  • Yubikey

Group Access

Let employees self-serve their email list requests.

Resolve employees' requests to add themselves and their colleagues to email groups (distribution lists or DLs) and create new email groups.

Things you can say
  • Can you add Alex to the sales DL?
  • Create a new group called Facilities-Boston
  • Add me to the Marketing email alias
Capabilities
  • Identifies requests to add users to email distribution lists
  • Autonomously adds users to lists
  • Clarifies ambiguous aliases or user names
  • Users can add themselves and colleagues to lists
  • Create new groups
Integrations
  • Active Directory
  • Okta
  • G Suite by Google
  • Microsoft Exchange
  • Microsoft Office 365
  • Slack

Answers

Magically answer employees' questions.

Answer employees' troubleshooting and how-to questions based on the latest contents of internal and external knowledge bases.

Things you can say
  • How do I connect to the VPN?
  • What do I do if I lose my badge?
  • I’m not able to open files in Google Docs
Capabilities
  • Matches questions with answers from your FAQs and knowledge bases.
  • Snippetizes your knowledge articles into consumable paragraphs.
  • Returns the most relevant snippet and provides links to detailed articles.
Integrations
  • Confluence
  • Google Drive
  • ServiceNow Knowledge
  • Microsoft Sharepoint
  • Guru
  • Jive

People and Places

Let users find coworkers and conference rooms instantly.

Give employees answers about their coworkers, conference rooms, and workplaces.

Things you can say
  • "Who is Tomasz?
  • "Where does Ankoor sit?"
  • "Where's the Banner conference room?"
Capabilities
  • Looks up a coworker, even when you know only part of their name.
  • Finds conference rooms by name, and shows a map.
  • Gets you the dial-in conference number for any meeting room.
Integrations
  • Active Directory
  • Archibus
  • G Suite by Google
  • Microsoft Office 365
  • Okta
  • Salesforce
  • ServiceNow
  • SpaceIQ
  • Workday
  • Jira Service Desk
  • OfficeSpace Software
  • ServiceNow Facility Management

Forms

Instantly serve up the right IT form for an employee's request.

Resolve employee requests fast by serving up the right form (no search needed!) and helping them fill it out.

Things you can say
  • Am I due for a laptop refresh?
  • I need a replacement mouse
  • How do I request an ergonomic checkup?
Capabilities
  • Indexes all existing forms.
  • Identifies requests that match to an existing form.
  • Helps employees complete simple forms in chat.
  • Guides users to the portal for complex forms.
  • Submits the completed form as an IT ticket.
Integrations
  • Jira Forms
  • ServiceNow Forms

Concierge

Get the status of your open tickets without searching.

Accelerate ticket resolution by letting employees find tickets via chat, and automatically messaging people over chat when a ticket needs their input.

Things you can say
  • What's the status of the headset I ordered?
  • List my open tickets
  • Reopen my ticket about the AC
Capabilities
  • Submit a new ticket using natural language, over chat
  • Check the status of existing tickets
  • AI-managed approval workflow
  • Receive updates about existing tickets
Integrations
  • FreshService
  • ServiceNow
  • Zendesk
  • BMC Remedy
  • Jira Service Desk

Triage

Automatically route new tickets to the right group.

Watch incoming IT tickets and autonomously set key fields like assignment group based on IT-trained AI.

Capabilities
  • Sets field values in ITSM tickets – autonomously.
  • Routes ITSM tickets to the right resolver groups – intelligently.
  • Archives duplicate tickets.
  • Learns continually, with zero-downtime updates to apply the latest predictive models.
Integrations
  • FreshService
  • ServiceNow
  • Zendesk
  • BMC Remedy
  • Jira Service Desk

Integrations

We've built integrations to many core enterprise systems. And we're adding more all the time.

FreshService
Google Drive
Google Hangouts Chat
Guru
Jamf
Jira Service Desk
Azure Active Directory
Microsoft Exchange
Microsoft System Center Orchestrator
Microsoft Teams
Microsoft Office 365
OfficeSpace Software
Okta
Sailpoint
Microsoft Sharepoint
Skype for Business
Slack
Symantec Endpoint Management
Workato
Zendesk
FreshService
Google Drive
Google Hangouts Chat
Guru
Jamf
Jira Service Desk
Azure Active Directory
Microsoft Exchange
Microsoft System Center Orchestrator
Microsoft Teams
Microsoft Office 365
OfficeSpace Software
Okta
Sailpoint
Microsoft Sharepoint
Skype for Business
Slack
Symantec Endpoint Management
Workato
Zendesk

Interested?

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