Internal support teams are under increasing pressure; 46% of organizations have reported a rise in ticket volumes, with response times increasing as well. At the same time, employees are growing frustrated when self-service options don’t deliver quick or helpful responses, impacting employee satisfaction.
Enterprise AI chatbots might be the solution you need.
Designed to understand context, provide accurate responses, and scale effortlessly across teams, these tools are changing how organizations deliver internal support.
With the right features and strategy, AI chatbots can reduce ticket volumes, improve response times, and create a more seamless support experience for everyone.
What is an enterprise chatbot?
The term “enterprise chatbot” is a bit of a legacy label. It's often used interchangeably with AI chatbots, copilots, and virtual agents.
While they’re similar (they all hinge on the same basic idea of an AI-powered assistant that supports internal processes), the sophistication of enterprise chatbots has evolved significantly.
The latest leap forward is agentic AI assistants, which can automate many tasks from beginning to end to deliver smarter, more flexible support for employees.
How do enterprise chatbots work?
To understand how today’s enterprise chatbot platforms operate, it helps to look at where they started.
Early chatbots mimicked a conversation by responding with pre-written scripts, offering no real understanding or ability to solve complex queries. They relied on simple keyword matching and couldn’t adapt when people phrased things differently. This made them high-maintenance for technical teams and limited in scope.
Fast forward to today, and the difference is night and day.
Modern enterprise AI chatbot solutions use large language models (LLMs), natural language processing (NLP), and natural language understanding (NLU) to be able to understand language, learn from interactions, automate business processes, and provide scalable, always-on support across the organization.
- Conversational AI platforms: These combine NLP and ML to automate complex workflows, provide self-service options, and integrate with enterprise systems. They can be used for customer service, HR, IT help desk, scheduling, and more
- Human-in-the-Loop: In situations where the chatbot is uncertain or the request is complex, AI allows for seamless handoff to a human agent. This ensures that users always get the help they need, while the chatbot continues to learn from these interactions
- Integration: AI-powered chatbots can automate repetitive tasks, retrieve information from multiple systems including customer relationship management (CRM) or HR information systems (HRIS), enterprise resource planning tools.
- Agentic automation: Agentic tools can understand intent, integrate with and use reasoning to handle complex issues autonomously, adapting to new scenarios with minimal upkeep. They can trigger actions across enterprise applications, increasing efficiency and productivity.
Why enterprises are adopting AI chatbots
Support teams are overwhelmed, employees are frustrated, and traditional tools often struggle to keep up. That’s why more enterprises are turning to AI chatbots — not just to manage requests more efficiently, but to modernize the entire support experience.
Here’s what’s driving the shift:
- Ticket overload: Support teams may get hundreds of tickets per day, many of them repetitive, like password resets, software provisioning, or benefits questions.
- Slow response times: On average, it takes 7 hours 4 minutes for support agents to respond to a ticket, while resolving the issue typically requires about 82 hours — roughly three and a half days. AI-powered automation can shorten resolution and response times, especially for level 1 support requests.
- Disjointed self-service: Traditional help centers and knowledge base systems can feel like a maze. Employees who can’t find relevant information may resort to submitting tickets, adding more pressure to IT and HR teams.
- Budget constraints: Many IT and HR departments face hiring freezes or reduced budgets, yet demand for support continues to climb.
- Digital → AI transformation: Many organizations have already modernized their tools. Now, they’re integrating artificial intelligence to automate support, resolve issues faster, and reduce manual work, improving the employee experience.
- Employee-first shift: Teams are moving toward always-available, personalized experience models that meet people on messaging platforms they already use, and AI chatbots are helping achieve this.
By automating routine requests and surfacing answers instantly, AI chatbots free up internal teams to focus on more strategic, high-value work while delivering faster, more reliable support to the people who need it.
Key features to look for in a great enterprise AI chatbot
Not all AI chatbots are built for the scale and complexity of enterprise needs. The best solutions go beyond basic automation to deliver secure, intelligent, and personalized support. As you weigh your options, prioritize chatbots with:
Omnichannel
The right conversational AI platform meets employees where they already work, whether that’s Slack, Microsoft Teams, email, social media, or intranets.
An omnichannel chatbot will:
- Integrate directly with your existing communication channels.
- Offer consistent support across devices and platforms.
- Streamline user experience by embedding help within familiar tools.
Multilingual support
For large organizations, employees span regions, time zones, and languages. A multilingual AI-powered chatbot enables every employee, regardless of location or language, can get help quickly and confidently.
This kind of functionality doesn’t just improve support access; it fosters inclusivity across your workforce.
Available and personal
Many modern enterprises are remote or distributed with employees across time zones. In traditional support models, this can complicate things. Let’s say a team member opens their computer in the morning only to discover they’re locked out. If the only available support team members operate in another time zone, the employee could be waiting hours for help.
Whether it’s a late-night benefits query or a weekend payroll issue, support needs to be available on demand. An advanced enterprise chatbot should be able to:
- Respond instantly, 24/7, even on weekends, holidays, or after hours, to address employee queries promptly.
- Tailor answers based on role, location, and employment status.
- Understand context to provide relevant responses, like surfacing different PTO policies by region.
- Handle life events (like parental leave) with appropriate guidance.
Enterprise-wide scalability
As your business grows, so should your support systems. To scale across departments, regions, and use cases, the right AI chatbot should:
- Integrate seamlessly with enterprise systems like CRMs, ERPs, and HRIS tools.
- Pull real-time data from multiple systems to provide accurate responses.
- Trigger workflows like software provisioning or ticket routing directly from chat.
With true scalability, your chatbot becomes a centralized support layer that connects your entire business.
Agentic artificial intelligence
Advanced enterprise chatbots can be built with agentic AI — systems that can automatically execute countless tasks end to end, using their ability to reason, plan, and take action. Unlike earlier models that relied on keyword matching or rigid scripts, agentic AI chatbots:
- Use advanced NLP and machine learning algorithms to understand even vague or complex employee needs.
- Able to learn and improve accuracy over time.
- Act autonomously to complete tasks, resolve issues, or escalate requests without needing human agents.
With these capabilities, chatbots shift from passive responders to active problem-solvers. They can handle more complex user queries, reduce back-and-forth, and free your teams from constant triage.
Security, compliance, and scalability
Chatbots often handle sensitive data, so enterprise-ready security and compliance are non-negotiable. Look for built-in support standards like SSO, SOC 2, GDPR, HIPAA, and FedRAMP.
Beyond security, consider chatbots that can:
- Scale securely across departments and global regions.
- Offer seamless integrations with systems your teams already use, like Workday, ServiceNow, or Microsoft 365.
- Pull the right data and trigger actions without requiring workflow changes.
When security, compliance, and scalability are baked in from the start, it’s easier to expand usage across your organization with confidence, knowing the chatbot can handle high volumes of employee inquiries.
Enterprise chatbot use cases
Sophisticated enterprise-grade chatbots support a wide range of high-impact use cases, including:
Self-service
- Automatically addressing common issues, like password resets or policy queries
- Acting as a centralized support hub across all enterprise systems
- Delivering personalized responses based on employee data, like role or location
Automated onboarding
- Learn about benefits, payroll, and company policies through conversational AI
- Request software access or join distribution lists
- Find information like available conference rooms or equipment setup guidelines
Summarize files
- Ask questions and get answers instantly
- Extract valuable insights from reports, contracts, or manuals
- Compare information across sources to clarify details
Automated service management
- Allows employees to submit tickets using everyday language
- Automates routing, categorization, and triage for support teams
- Reduces human intervention, speeding up resolution times
Provision management
- Managing requests like password resets, software access, or PTO submissions
- Integrating with identity access management (IdAM) to enforce permissions
- Ensuring role-based permissions for security compliance
Top 4 AI chatbots and assistants for enterprises
There’s no shortage of AI chatbots on the market, but only a few are built for enterprise needs. Here’s a quick overview of some of the top contenders:
Tool | Key Features | Ideal Use Cases |
Moveworks | Agentic AI, scalable AI Assistant, Agent Studio for custom automation, multilingual support, enterprise integrations, and provision management | Companies looking for enterprise-wide automation and employee support at scale |
Workativ Assistant | Agent Studio, AI app workflows, shared live chat inbox, knowledge AI search, and prebuilt templates | Teams that need quick-start automation with a focus on IT support and HR support |
Microsoft Copilot | Copilot Studio, real-time AI-powered document creation, data analysis and insights, and AI-assisted coding | Businesses heavily invested in the Microsoft ecosystem and productivity tools |
IBM Watsonx | Advanced LLMs with full customization, data privacy controls, analytics dashboard, and end-to-end AI governance | Enterprises that require full control over AI models and need a highly tailored solution |
Moveworks — Scalable, autonomous employee support
Moveworks is built for scale. Our AI Assistant combines advanced search and generative AI with the power to take action, automating tasks end-to-end in seconds.
Moveworks AI Assistant’s agentic Reasoning Engine uses multiple LLMs to understand intent, plan multi-step processes, and execute requests with precision, delivering 24/7 personalized support in 100+ languages across Slack, Teams, email, browsers, and mobile apps.
Agent Studio extends that power. It enables teams to build and deploy custom AI agents that automate work across systems like CRMs, ERPs, and HRIS. With a low-code, developer-friendly editor, every department, from IT to Finance, can eliminate repetitive tasks and focus on what matters most.
Key features:
- Automated workflows for provisioning and ticket routing within the chat interface
- Support is proactive, multichannel, secure, and personalized for each user’s context
- Employees can interact with Moveworks in natural language through chat, web, or email.
- Uses advanced AI and natural language understanding to interpret requests.
- Moveworks connects to hundreds of enterprise systems to resolve issues automatically.
Ideal for: Enterprises that want fast time to value, automation across departments and workflows, and flexibility to grow.
Boost your workflow efficiency by up to 90% with an AI assistant that thinks, plans, and gets things done. Try Moveworks now.
Workativ Assistant — Purpose-built automation for IT and HR
Workativ Assistant is designed specifically to streamline IT and HR support by combining automation, AI-powered search, and live-agent collaboration. Its no-code Agent Studio makes it easy to build AI agents that autonomously resolve repetitive queries, manage service requests, and handle tasks like onboarding and access provisioning.
Key features:
- Automated onboarding, access provisioning, and ticket resolution with AI App Workflows
- Knowledge AI GPT to surface accurate answers from SharePoint, Confluence, and other sources
- Shared live chat inbox for seamless issue resolution
Ideal for: Teams that need quick setup and out-of-the-box workflows to streamline IT and HR automation.
Workativ offers three pricing plans depending on the features included. The Starter plan at $1,530 per month; the Professional plan at $2,250 per month; and the Enterprise plan with quote-based pricing.
Microsoft Copilot — Native AI for Microsoft 365 power users
Microsoft Copilot integrates generative AI directly into the Microsoft 365 suite — Word, Excel, Outlook, and Teams. It’s designed to boost productivity by summarizing meetings, drafting content, analyzing data, and automating repetitive tasks, all while keeping your company’s data secure and private within the Microsoft ecosystem.
Key features:
- Native integration across Microsoft 365 apps
- Content generation for emails and documents
- Data visualization from spreadsheets
- Enterprise-grade security with Microsoft compliance standards
Ideal for: Organizations deeply invested in Microsoft’s productivity suite.
Microsoft Copilot has two pricing plans for individuals and businesses. Copilot Pro, for individuals, costs $20 per month, while Microsoft 365 Copilot starts at $30 per user per month, billed annually.
IBM Watsonx — Highly customizable AI chat solutions
IBM Watsonx is built for high-stakes environments like finance, e-commerce, healthcare, and government enterprises that need AI chat experiences they can fully tailor to their industry, data, and security needs. With its suite of tools, including watsonx.ai, watsonx.data, and watsonx.governance, enterprises can train, fine-tune, and deploy AI assistants aligned to their workflows, brand voice, and compliance standards.
Key features
- Full customization of models, prompts, and chat flows tailored to specific business needs
- Enterprise-grade data governance, model transparency, and auditability
- Prebuilt industry-specific models and accelerators for faster deployment
Ideal for: Large enterprises in regulated sectors that require tailored AI deployments.
IBM Watsonx offers flexible pricing plans to suit different needs. The Essentials plan starts at $0 per month on a pay-as-you-go basis, while the Standard plan starts at $1,050 per month. A free tier is also available for getting started.
Take the next step toward scalable support and automation
Enterprise chatbots have evolved from rigid, rule-based tools into intelligent assistants that understand intent, act autonomously, and scale support across your organization.
Moveworks brings all of this together.
- Employees interact with Moveworks in natural language through chat, web, or email.
- The platform uses advanced AI and natural language understanding to interpret requests.
- Moveworks connects to hundreds of enterprise systems to resolve issues automatically.
- Low code tools allow organizations to create new conversational support use cases easily.
- Support is proactive, multichannel, secure, and personalized for each user’s context
Moveworks enterprise-grade AI Assistant combines powerful search and generative AI with the ability to take real-time action, automating tasks across your departments and countless applications. You get fast time to value, better employee experiences, and support that scales with you.
See how Moveworks can help your enterprise scale support and automate with confidence. Book a demo today.
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