Unity’s CIO Brian Hoyt has the key to building an IT experience employees love: agentic AI that resolves issues end to end.
Customer Story
Why does over 90% of Unity love IT? Agentic AI.
91 %
Employee satisfaction with Moveworks
Company overview
Unity is the world’s leading platform for creating 3D content. Of the top 1,000 mobile games, 72% were made with Unity.
Challenge
Unity’s switch to remote work led to a nearly 2x increase in IT tickets as employees could no longer ask colleagues in person for help.
Result
Reduced the resolution time of IT issues from three days to less than one minute, resulting in more than 90% employee satisfaction with IT.
The Problem: Tech that changes the game for creators
Unity is the world’s leading platform for creating and operating real-time 3D (RT3D) content. Creators — ranging from game developers to artists, architects, automotive designers, and filmmakers — use Unity to bring their ideas to life. Apps developed by Unity creators were downloaded more than five billion times per month in 2020.
From an IT perspective, enabling these creators to do their best work is critical. But supporting such a large and creative workforce at scale posed a challenge. CIO Brian Hoyt recognized the need for a new, more efficient approach to employee support.
The Solution: Unity unleashed Ninja Unicorn
In April 2019, Unity deployed its Moveworks AI Assistant, known internally as Ninja Unicorn. Built on the Moveworks Agentic AI platform, Ninja gives employees a single conversational interface to get things done — whether finding information or completing tasks across systems.
From password resets and software access to device troubleshooting, Ninja Unicorn resolves issues in seconds. When requests need a human touch, the AI Assistant routes them to the right team automatically, accelerating resolution across the enterprise. The Moveworks Agentic AI platform continues to learn from Unity’s environment, expanding coverage and improving accuracy over time.
“It’s really Moveworks that brought to life our vision of instant support on Slack,” said Hoyt. “The Assistant helps people through natural conversation just like an agent would — but at the speed of AI.”
The Result: Unity adapted to the future of work, without pressing pause
When the pandemic hit, Unity’s workforce became entirely dependent on technology to stay productive, causing ticket volumes to surge. In the first month of remote work, Unity’s employees submitted six times as many Zoom requests, seven times as many policy questions, and 89% more IT issues overall.
Ninja Unicorn intercepted these issues across every channel — email, Slack, and the IT portal — resolving them directly in chat. By meeting employees where they work, the Moveworks AI Assistant allowed Unity to absorb the surge in demand without slowing down or derailing key digital transformation projects.
Employee satisfaction with IT soared, with over 90% of users reporting a positive experience.
Now more than ever, companies are getting a glimpse of the future of work — a future powered by conversational and agentic AI. These technologies enable employees to solve problems instantly and collaborate seamlessly, no matter where they work.