How this AI assistant gives social media company a ridiculously fast help desk

Problem:  The social media company was stuck in a failed communication loop

If you’re an IT leader, you know you need help desk automation to keep your team moving fast. But with so many automation and AI solutions on the market, it’s hard to pick the right strategy.

The company’s Head of Global Helpdesk saw automation as a solution to the communication issues straining his IT team. However, when it came to deploying automation, he felt like there were two bad options: create simple automated workflows that need constant maintenance, or buy experimental AI solutions that take years to deliver value.

Those options weren’t going to cut it. The IT group needed a way to engage employees and communicate critical updates now. With information on tool migrations or scheduled maintenance getting lost in employees’ inboxes and creating more and more preventable issues for his IT team, he looked for a way to scale automation and implement AI solutions that propelled employees forward, instead of holding them back.

Solution: The IT help desk takes a practical approach to AI with Moveworks

Now , help desk automation is a reality at the company — and it has a friendly face. The IT group uses an AI Assistant, powered by Moveworks, to support its employees in seconds, whether they need a new password, a software license, or a critical update.

While in the past employees couldn’t find the right email, FAQ, or knowledge base article, employees can reach out to their AI Assistant on Slack and immediately get the support they need. The trick is giving employees a single place to easily get help at work. By steering everyone towards the Assistant on Slack, IT knows that employees can get fast, accurate help just by asking their questions conversationally. 

As a result, the company’s help desk is no longer spending the majority ofother their days fighting fires. Instead, they’ve turned to a proactive approach: sending targeted communications through their AI Assistant. By letting people know about what’s coming, agents can stop issues before they happen. For that very reason, the help desk can spend more of their time working on the digital transformation efforts that matter.

Result: Social sharing engine prevents issues with targeted communication

The most impactful thing the social sharing engine is doing with their AI Assistant is sending targeted messages to prevent issues, before they happen. Most IT teams communicate using no-reply emails, which either confuse employees or don’t get read at all.

But with their AI Assistant, the team can message only the employees they want, since it lets them filter by location, department, seniority, or employees who haven’t responded to a previous message. By meeting employees where they already are — on Slack — and the help desk can set each message to go out at the right time of day, adjusting for different time zones.

The best part is that the Assistant isn’t just sending a static message. It can answer followup questions by searching their entire knowledge base, and it helps employees take the right action. And on the admin side, the company can see exactly how many employees have read the message, and how many have taken the action so far.

With Moveworks for Employee Comms, the company has been able to massively reduce issues. In fact, the top performing comms campaign reduced follow-on issues by 99 percent! At the end of the day, it’s clear that the company is well on its way to transforming the employee experience by driving efficient communication.