Leading fintech company unlocked 5+ hours per day for technicians with AI
To empower employees, unlock productivity gains, and refocus technicians on innovation, this company turned to conversational AI.
A leading investment accounting and reporting solutions provider, serving thousands of clients globally has quickly become an innovative force in the fintech industry.
Challenge
Focusing technicians on strategic initiatives, not busywork
Result
An increasing number of tickets automated, saving 5+ hours per day for technicians to work on value-add projects
The Problem
Cumbersome, time-consuming support for everyone involved
At a leading financial software company, basic support tasks like password resets and access management consumed significant time for IT technicians. As Head of Facilities and IT Operations, the team leader faced a difficult challenge — providing seamless IT support across the company's complex, and at times, proprietary technology infrastructure while meeting strict compliance requirements.
The team leader noted: "Managing disconnected IT systems can be a major pain point, especially if you have non-standard workflows and proprietary systems." This repetitive work prevented technicians from focusing on more strategic initiatives.
With this in mind, the financial software company turned to AI to transform IT support operations. The goal was two-fold: empower employees to self-service more support needs while freeing technicians to focus on strategic initiatives instead of repetitive tasks. By automating the busy work, the company could concentrate resources on its core mission of serving clients.
The Solution
Faster support with AI
In December 2021, the financial software company deployed AI-powered Moveworks Assistant. The solution allows employees to quickly and easily get help through natural language conversations. With advanced natural language capabilities, the company could drive higher self-service and reduce dependence on manual support.
Within months, AL Assistant was handling a growing percentage of support tickets, saving more than five hours per day for technicians. They could now focus on more strategic initiatives, not routine work like password resets, account unlocks, multi-factor authentication resets, and many other repetitive tasks. By partnering with the AI technology provider, the financial software company started to empower employees and unlock productivity gains.
Quote, Author, Company: "AI is the next evolution. Our brains can only understand so much data, but tools like Moveworks can summarize and help us make better decisions. The future is AI better comprehending the context and keywords people use to automate more workflows." — Head of Facilities and IT Operations
The Result
Freeing up IT to drive innovation
With AI automating repetitive tasks, the financial software company has seen substantial time savings equivalent to five full-time technicians. Employees can now self-serve many IT issues, minimizing manual support tickets.
The AI Assistant has allowed the company's IT team to direct their efforts towards more impactful work that advances business goals across the organization. "Now we can start benefiting other areas of the company," said the team leader. "And we can ask ourselves if other teams have automation potential?"
Rather than fielding endless password reset requests, technicians can now drive innovation through new initiatives like automating Facilities workflows, identifying HR opportunities, and beyond.
Key integrations
