Moveworks helps Broadcom resolve a growing volume of IT issues, support large-scale employee onboarding, and deliver faster service across a global workforce.
Customer Story
Broadcom Automates IT Support and Acquisition Onboarding With Moveworks
88%
of support issues resolved autonomously
Company overview
Broadcom is an over $20 billion global infrastructure technology company with offices across the world, and employs approximately 15,000 people worldwide and has expanded significantly through acquisitions.
Challenge
Rapid growth through acquisitions increased the volume, variety, and urgency of IT support requests.
Broadcom relied on outsourced service partners with high staff turnover, while Day-1 onboarding for acquired employees generated large spikes in access, credential, and support requests.
Result
With Moveworks, Broadcom now resolves 88% of support issues autonomously, up from approximately 10% at launch.
More than 75,000 total IT issues have been resolved, with employees receiving support in seconds instead of days.
Problem
As Broadcom grew through acquisitions, each new organization introduced additional employees, systems, and legacy applications that needed to be integrated quickly. 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 presented integration challenges.
IT support demand increased accordingly, but outsourced service partners experienced staff turnover that led to inconsistent service quality. During acquisitions, Day-1 onboarding placed especially high pressure on IT teams to provide immediate access, credentials, and answers at scale.
Similarly, employees were expected to be increasingly self-sufficient, but fragmented knowledge and outdated search tools created friction across the company.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 deployed Moveworks as a conversational AI solution for IT support, integrated directly into Google Chat.
Using machine learning and natural language understanding, Moveworks interprets employee issues and resolves common requests without scripting or predefined dialogue flows.
“You don’t want your users going all over the place to search for information. The advantage of our Moveworks AI Assistant is that there’s one familiar go-to place for employees to get their answers.”—Stanley Toh, Head of End-User Services & Experience, Broadcom
The platform was implemented in weeks using Broadcom’s historical service desk ticket data and a knowledge base of more than 3,000 articles, with minimal internal IT resources required.
Key use cases include:
Password resets and account unlocks executed through conversational requests
Service desk ticket creation and ticket status retrieval
Knowledge base question answering
Day-1 onboarding support during an acquisition
Employee access and email group updates
The Result
Broadcom set out to transform its help desk and employee experience — reducing manual work, improving accuracy, and enabling employees to self-serve with confidence.
Since deployment, Moveworks has resolved more than 75,000 total IT issues at Broadcom. Autonomous resolution increased from approximately 10% at launch to 54%, and as of 2025, Broadcom has subsequently enabled its AI Assistant to resolve 88% of support requests.
During an acquisition, Moveworks supported thousands of new employees on Day 1, helping resolve login, access, and tooling questions immediately. Employees now are able to receive IT support in under 60 seconds rather than days, reducing wait times and improving consistency of service.
Nallappan’s overall impression of Moveworks is simple and powerful, “It’s AI that really works” — and the impact of agentic AI continues to compound as Broadcom expands its use of the platform.
Looking forward
As of 2025, it has continued to roll out beyond IT helpdesk to HR and Engineering support, and is exploring additional automation for employee onboarding, ERP-related requests such as ordering and approvals, and proactive outage communication. These capabilities can further support scalability and employee productivity as Broadcom continues to grow.