Leading auto manufacturer reclaims 70,000 productivity hours with AI
80% adoption and 99% decrease in mean time to resolution highlight efficiency gains achieved with Moveworks’ AI
A global leader in automotive innovation, committed to shaping the future of mobility with cutting-edge technology and sustainability, employing over 300,000 people across 150+ countries and having sold millions of vehicles.
Challenge
Transitioning from a traditional manufacturing model to a software-first mobility company, overcoming siloed systems and integrating them into a unified, innovative operation.
Result
Achieving a transformative shift with AI, leading to 70,000 employee requests resolved autonomously and a significant boost in productivity, enabling teams to focus on higher-value work.
The Problem
Breaking down the silos to drive transformation
The automotive industry is shifting gears, with electric, connected, and autonomous vehicles transforming the space. This automaker realized it must adapt to compete in this new era. Placing technology at the core of its 2030 goals, the company aims to be seen as a true innovator — willing to take big risks and turn them into rewards.
However, the disparate enterprise systems and siloed business applications were proving to be a challenge. Their Head of IT explains, “We operated as separate entities with different tools and processes. To stay competitive, we needed to deliver a unified employee experience.”
Faced with this challenge, the company decided to overhaul its operations through a sweeping digital transformation initiative. Central to this was the implementation of an AI-powered Moveworks AI Assistant to integrate systems and unify support, driving significant change and setting the stage for future innovation.
The Solution
The right AI fit: Moveworks, a Assistant for all employees
The automaker conducted a rigorous evaluation of top AI providers, involving a cross-functional team to ensure a comprehensive review. This extensive process included in-depth analyses and hands-on demonstrations of various solutions. Moveworks emerged as the standout choice, thanks to its advanced AI and machine learning capabilities.
In April 2021, the company deployed Moveworks' AI-powered Assistant on Microsoft Teams. Built on proprietary natural language understanding models and a stack of over 200 large language models, the Assistant allows staff to interact with enterprise systems through natural language, providing accurate resolutions with deep operational knowledge.
Since its launch, the AI Assistant has transformed the employee support experience. Staff now resolve their own requests in minutes through messaging the Assistant in Teams, with over 70,000 inquiries autonomously addressed in the first year alone. This swift, personalized support has significantly boosted satisfaction and led to an expansion of the Assistant’s capabilities beyond IT to include HR, facilities, and more.
Moveworks' ability to seamlessly integrate across application boundaries and its exceptional reasoning skills for navigating complex workflows made it the clear winner. By choosing Moveworks, the company equipped its 45,000+ North American employees with a powerful AI-driven Assistant, advancing its goal of becoming a more agile organization and driving real culture change.
“With Moveworks, we're transforming traditional support models,” said a company representative. “The Assistant is now central to all employee inquiries.”
The Result
Leading automaker achieves huge productivity savings with an MTTR of 11.4 minutes
With Moveworks, the automotive manufacturer gained a means to finally connect disparate systems and experiences. Their self-service Assistant serves as a single, intelligent point of contact for all employee questions.
In its first year, the Assistant resolved 70,000 requests and accelerated over 100,000 more, delivering more than 70,000 hours in productivity savings. Resolution times improved dramatically from an industry average of three days to just 11.4 minutes. This efficiency allowed the company to reallocate resources from routine maintenance to strategic, forward-looking projects.
What began as an IT-focused initiative quickly scaled to encompass HR, facilities, finance, legal, and other functions. The Assistant’s versatility helped eliminate departmental silos, helping the company to break down barriers as it pursued organization-wide innovation and transformation. From resetting passwords and provisioning software to approving time-off and nudging about key milestones, the Assistant has become central to the organization.
Today, the company is even leveraging Moveworks Agent Studio to build its own unique conversational AI use cases. With its out-of-the-box capabilities, it’s never been easier and faster to build new workflows — a functionality that shined at the automaker’s hackathon, unlocking creativity and the art of the possible.
The future is bright: employees are motivated and focused on higher value tasks, the company is gearing up for disrupting the automobile industry one more time. It’s on track to eliminate traditional service desk (or L1 support) by the year 2025, and is leading a massive transformation with AI at its core.
Key integrations
