A social media company uses Moveworks agentic AI assistant to support its employees in seconds, whether they need a new password, a software license, or a critical update.
Customer Story
How this AI assistant gives social media company a ridiculously fast help desk
99%
Reduction in issues rate for the social media company’s top comms campaign
The Problem
The social media company was stuck in a failed communication loop
If you’re an IT leader, you know you need automation to keep your team moving fast. But with so many tools claiming to “simplify support,” it’s hard to pick a strategy that actually scales.
The company’s Head of Global Helpdesk knew automation could break the communication bottlenecks draining his team. But the options felt outdated: rules-based workflows that require constant maintenance, or experimental AI that takes ages to deliver real impact.
Neither path solved the real issue — employees weren’t getting critical updates, which created preventable incidents and pulled IT into firefighting. The team needed a modern approach: a single, intelligent front door that could reach employees instantly, guide them with trusted information, and keep work flowing.
The Solution
A practical path to AI-powered support
Today, help desk automation is real, and it’s powered by Moveworks AI Assistant platform. This agentic, reasoning-driven system supports employees in seconds, whether they need a password reset, a software license, or clarity on a time-sensitive update.
Instead of searching across emails, portals, or knowledge bases, employees ask questions naturally in Slack. The Assistant interprets intent, retrieves trusted answers, and takes action — all within the flow of work. By steering everyone toward one consistent entry point, IT delivers fast, accurate support without adding operational overhead.
With fewer reactive escalations, the team can shift from firefighting to proactively preventing issues. Using Moveworks, they send targeted, contextual messages directly through the Assistant. Employees get the right information at the right moment, and IT gets ahead of problems long before they turn into tickets.
The Result
A social media company prevents tickets with targeted communication
The biggest unlock has been precision communication. Instead of no-reply emails that get ignored, the help desk uses their AI Assistant to reach only the employees who need to know, filtered by location, department, seniority, or engagement status.
Because messages land in Slack, and because the Assistant can adapt timing for global teams — engagement is dramatically higher.
And these messages do more than notify. The Assistant can answer follow-up questions, surface authoritative knowledge, and walk employees through next steps. IT leaders also get visibility into who read the message and who acted, giving them real-time feedback on what’s working.
The impact is unmistakable. With Moveworks, the company has reduced avoidable issues at scale, including one communications campaign that cut follow-on tickets by 99 percent. It’s a clear signal that intelligent, context-aware communication doesn’t just inform employees — it helps transform the entire support experience.