Supporting IT at a global company like Siemens is no easy task, especially when you’re with 250,000+ employees across more than 190 countries.
Headquartered in Germany, Siemens is one of Europe’s largest industrial manufacturers — powering factories, cities, and energy systems around the world.
With such a large and diverse workforce, Siemens knew they needed more than just incremental fixes. They needed a new way to support employees: something faster, smarter, and built for scale.
That’s why the team turned to agentic automation: a new generation of AI that takes autonomous action towards goals. It can help:
- Resolve common issues
- Trigger workflows
- Detect common issues and resolve them before they disrupt work
This was the topic of our webinar with Siemens' Head of IT Automation Excellence, Pavithra Babu who was joined by Moveworks Customer Success Manager Brandi Cavender.
Instead of relying on traditional channels like email, phone calls, or portals, Babu shared how Siemens introduced a modern, conversational approach to support. Now, employees can just message their “MyIT Digital Assistant” right inside Microsoft Teams and get help instantly.
The shift has been transformational — and the results are already speaking for themselves.
Watch the full webinar: How Siemens is Transforming Global IT Support with Agentic Automation
From fragmented systems to a unified experience
Before launching their digital AI Assistant, Siemens already had a strong IT support foundation in place: a well-known IT support brand, a portal for submitting tickets, and multiple regional service desks.
But even with those systems, the experience felt disjointed.
Employees were juggling multiple channels. Simple tasks — like resetting a password or checking software access — could take hours or even days to resolve. And behind the scenes, IT teams were bogged down by repetitive requests, leaving less time for higher-impact work.
The goal wasn’t just to speed things up. Siemens aimed to remove friction from the support experience entirely — giving employees the help they need before they even ask, thanks to agentic automation.
Why agentic automation?
To modernize support at scale, Siemens launched a multilingual AI Assistant built on Moveworks’ platform.
This wasn’t just another support platform — it was a fully integrated, enterprise-grade solution that connects to Siemens’ entire IT ecosystem, from ticketing systems to knowledge bases and monitoring tools.
Employees can simply open Microsoft Teams, describe their issue in plain language, and the AI Assistant takes it from there — finding answers and triggering workflows. Fewer forms. Less confusion. Faster resolutions.
The AI Assistant can now:
- Surface relevant knowledge articles with citations
- Help employees request access, reset devices, or troubleshoot issues
- Run remote scripts to fix problems like low disk space or app crashes
- Automatically translate conversations and escalate to live agents when needed
By embedding automation into everyday workflows, Siemens removed barriers to self-service and empowered employees to get back to work — faster.
A phased rollout with a global vision
Siemens didn’t go all-in overnight — Siemens took a thoughtful, phased approach to rolling out the AI Assistant.
First, the internal IT and cybersecurity teams piloted the solution to test fit, functionality, and value. Then, a major business unit came on board, followed by a full-scale global launch.
Throughout the journey, Siemens focused on four key areas:
- Employee feedback and adoption: Tracking usage trends and listening closely to employee input
- Automation use cases: Starting with common IT issues and expanding over time
- Knowledge quality: Making sure content was accurate, relevant, and up to date
- Change management: Collaborating with service owners and comms teams to build awareness and drive engagement
Midway through the rollout, Siemens also upgraded its ITSM platform — modernizing backend systems to support more advanced automation and deliver a smoother experience at scale.
From reactive help to proactive problem-solving
Today, Siemens’ AI Assistant doesn’t just answer questions — it takes meaningful action.
Employees chat with the Assistant, which uses agentic automation to detect and address common issues in real time. For example:
- If a user says that their computer is slow, the AI Assistant can diagnose that the device is running out of disk space and offer to clear it up.
- If software licenses aren't being used, IT teams can prompt the AI Assistant to message employees to confirm non-usage and free up resources.
- If someone reports an issue with Microsoft Teams or Outlook, the AI Assistant is able to automatically run a script to clear the cache or reset settings — without them needing to open a ticket or contact the help desk.
This shift from waiting for support to intelligent, immediate automation is a game-changer — not just for employee experience, but for IT efficiency at scale.
Multilingual support at scale
With employees spread across more than 190 countries, providing support in multiple languages wasn’t optional for Siemens — it was essential.
That’s why the team rolled out the AI Assistant in nine core languages, with plans to expand even further. The platform can dynamically translate conversations in real time for self-service interactions and live support agent conversations as well.
The AI Assistant enabling seamless multilingual conversations – allowing employees to describe issues and receive help in the language they’re most comfortable with.
By helping to remove language barriers, Siemens provides a consistent, inclusive support experience for every employee — wherever they are.
Driving adoption and measuring impact
Siemens understands that adoption is the foundation for success. Even the smartest technology can’t make an impact if people don’t use it.
That’s why the team took a proactive approach to drive awareness and engagement. They:
- Set clear knowledge coverage goals for high-volume services
- Empowered local champions and created internal newsletters to spread the word
- Embedded bot links into email signatures and service team banners
- Shared regular updates on new features and automation use cases
Since the global rollout, usage has steadily grown.
Employees are embracing and keep using the AI Assistant because it’s genuinely useful. They are able to find answers faster, resolve issues on their own, and save time every day.
To track success and keep improving, Siemens is closely monitoring key metrics like:
- Self-service adoption
- Ticket deflection and incident volume
- Employee satisfaction and bot feedback
- Automation success rates
By keeping a pulse on performance, the team can prioritize the right updates and continue building trust with employees across the organization.
What’s next?
The long-term vision? To make their AI Assistant the go-to destination for all IT needs — and eventually, extend it to other areas like HR, finance, and facilities.
For now, the focus remains on deepening automation, improving the employee experience, and helping employees build new habits around self-service.
The team sees the Assistant not just as a tool, but as a new way of working — one that streamlines support so employees can quickly get what they need and stay focused on their day.
Key takeaways for IT leaders
If you're looking to follow Siemens’ lead, here are a few lessons worth keeping in mind:
- Think big, start focused: Begin with a clear, high-impact use case — but keep your long-term vision in sight.
- Automate where it counts: Focus on issues and workflows that actually save time and reduce friction for employees.
- Don’t skip change management: Internal champions and clear communication are what drive real adoption
- Iterate fast: Continuous updates keep the AI Assistant relevant, useful, and trusted.
- Focus on value, not just novelty: Cool features are great — but it’s the meaningful impact that earns long-term engagement.
Siemens is proving that IT support can be proactive, unified, and fast. With the right strategy, the right AI platform, and a clear commitment to employee experience, enterprise-scale transformation isn’t just possible — it’s already happening.
Ready to reimagine employee support?
If you're rethinking how your organization delivers support — whether it’s reducing ticket volume, scaling self-service, or unlocking true automation — Moveworks can help.
Watch the full webinar: How Siemens is Transforming Global IT Support with Agentic Automation
Ready to take the next step? See the platform in action or talk to our team.
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