Unity uses agentic AI to deliver instant, autonomous IT support across 45+ offices — boosting employee satisfaction and dramatic gains in productivity.
Customer Story
How Unity Delivers Instant IT Support to a Global Workforce with Agentic AI
91%
Employee satisfaction with Moveworks
Company overview
Unity is the world’s leading platform for creating and operating real-time 3D content. Creators across gaming, architecture, automotive, film, engineering, and manufacturing rely on Unity to bring ideas to life. Of the top 1,000 mobile games, 70% of these were made with Unity.
Challenge
Unity’s shift to remote work created a surge in technology requests as employees no longer had in-person help. IT tickets nearly doubled, with dramatic increases across channels.
Result
Unity reduced resolution time for IT issues from 3 days to under 1 minute
Achieved over 90% employee satisfaction with IT support — even as demand surged
Problem
Tech that changes the game for creators and strains traditional IT models
Unity creators push technology to its limits every day. Supporting them requires fast access to software, permissions, devices, and knowledge — with minimal friction. But Unity’s traditional support model made this difficult:
Routine IT tasks that consumed time, like password resets and provisioning
Ongoing technical debt created by quick, short-term fixes
Difficulty scaling support as Unity expanded to more offices
Increased IT demand during the shift to remote work, including 6X more Zoom requests, 7X more policy questions, and an 89% spike in IT issues
As Unity expanded into new industries and opened new global offices, these challenges compounded. With employees entirely dependent on Slack, email, and the IT portal for support, CIO Brian Hoyt needed a scalable model that could resolve issues instantly — without hiring staff for every global office or sacrificing digital transformation initiatives.
Solution
Unity unleashed Ninja Unicorn — its Moveworks AI Assistant
In April 2019, Unity deployed its Moveworks AI Assistant, known internally as Ninja Unicorn. The Assistant provides a single conversational interface in Slack that understands natural language and completes multi-step workflows autonomously.
Key capabilities included:
Instant answers drawn from Unity’s knowledge base
Automated workflows for software access, password resets, group edits, and hardware troubleshooting
End-to-end approvals via Slack
Continuous learning from Unity’s environment to expand coverage
Their AI Assistant quickly became the front door to IT, supporting diverse use cases, resolving many issues in seconds, and accelerating others to the right assignment group. These use cases include:
IT: Troubleshooting, approvals, access, resets
Remote support: Address surges in Zoom requests and policy questions
Knowledge: Surfacing thousands of answers + filling content gaps
Result
Unity adapted to the future of work, without pressing pause
Unity’s AI transformation delivered measurable outcomes across productivity, speed, and employee experience:
Resolution time dropped from 3 days to < 1 minute
92% of employees received instant help
3× increase in engagement during WFH period
25,000 monthly interactions handled by AI Assistant
300+ software licenses provisioned autonomously each month
30% of IT issues resolved without human intervention
Speedy resolution of bottlenecks as Zoom, policy, and IT requests surged during remote work
Instead of being overwhelmed by remote work, Unity scaled easily — maintaining business continuity while driving major gains in productivity.
Chris Young, IT Systems Engineer at Unity, explained the difference: “Other chatbots we evaluated required us to manually build dialogs and forced users to talk in a very specific way. Moveworks understands real employee language — out-of-the-box.”
And as Unity’s knowledge base expanded, Moveworks helped IT identify and fill content gaps, further improving self-service outcomes.
Looking forward
Unity continues to expand its use of Moveworks agentic AI to scale support across the enterprise. From crowdsourced answers in Slack to automated approvals and intelligent knowledge curation, Unity is building a support model that evolves with its business — one that empowers employees, reduces technical debt, and accelerates digital transformation.
“People expect things to happen faster now. We’ve reached an unprecedented level of productivity — and we’re eager to apply this transformation in other areas of the business.”
—Brian Hoyt, CIO, Unity