How AI became the face of onboarding at a leading enterprise software company
An AI Assistant takes work off agents’ plates by handling account access and application provisioning tasks for new hires — without involving an agent.
A leading observability platform company enables organizations to actively monitor, analyze, and optimize complex application environments at scale
Challenge
Onboarding new hires without increasing IT support resources
Result
Kept IT headcount flat while scaling the company
The Problem
A fast-growing organization that counts on personalized IT help
A prominent enterprise software company is experiencing rapid growth. Not only is it the leader in its sector, but it also stands as the fastest-growing vendor in the industry.
This rapid growth means the VP of Operations and their IT team need to continue expanding their global, white-glove IT service quickly while keeping costs in check. The growing cost of support services for over 2,000 employees became difficult to justify. However, the VP knew they needed to provide high-quality and personalized IT support — despite the challenges.
To scale IT support without significantly increasing IT support resources, the team evaluated various AI solutions, but none focused on achieving automated IT issue resolution like Moveworks.
The Solution
Introducing the company's new AI Assistant
In March 2019, Moveworks, in the form of the company's AI Assistant, was rolled out to all employees worldwide. Employees took to the bot quickly, and at the start, mostly focused on using it to find IT tickets. But employees quickly learned they could type a request in plain English and get results instantly, without needing to go through the steps to file a ticket, thanks to a combination of Moveworks' natural language understanding (NLU) and conversational AI.
In addition to responding to employees via direct messages, the AI Assistant also monitors the company's IT group channel in the team collaboration platform, Slack. This channel is a forum where employees can get fast IT help thanks to its many participants. When the AI Assistant sees a request it can help with, it responds immediately in the group channel and starts a direct message conversation with the employee to resolve the issue. This ability to crowdsource support is particularly helpful for the new hires starting every week.
Quote, Author, Company: “Moveworks is absolutely essential. New employees have to be productive in their first week, which requires fast onboarding and real-time support. That’s what AppDynobot gives us.”
— VP of Operations
The Result
Fast and easy onboarding thanks to AI
With instant, high-quality help accessible anytime by typing a message in Slack, the AI Assistant lives up to the white-glove standards set by the company's help desk agents. But — the AI Assistant is doing more than just resolving issues. It's enhancing employees' productivity with instant information and proactive help.
Onboarding new hires is a key task for the IT team that, in the past, demanded many hours of the team's time. AI now takes this work off agents' plates by handling the account access and application provisioning tasks for new hires — without involving human agents.
The VP sums it up: "The AI Assistant brings big improvements in quality of life both for employees and for the help desk team. Our virtual agent is automatically resolving over 30% of employee issues instantly, and we've been able to hold IT headcount flat while freeing up my team to work on bigger value-add work."
Key integrations
