89% of employees at a leading e-signature company use AI for IT support
To keep up with rapid growth, a major e-signature provider needed enterprise AI that could empower employees to easily self-service their IT support needs.
A leading e-signature solution provider headquartered in San Francisco offers a top-ranked platform that allows organizations to prepare, sign, send, and manage agreements electronically.
Challenge
Scaling IT support alongside rapid headcount growth and global expansion
Result
Moveworks has provided instant IT help to 89% of this company’s employees
The Problem
Searching for a way to drive continued employee adoption
Since going public in 2018, this e-signature leader has experienced rapid and continuous growth. The Vice President of Global IT realized that manually handling every support issue was no longer sustainable. To maintain white-glove support across multiple offices, countries, and time zones, an automation solution was needed to empower employees to self-service their support needs easily.
However, the VP and team are very considerate when rolling out new productivity tools. Like many companies, they are wary of IT sprawl — what happens when too many disconnected apps create complications for the service desk and friction for end-users. When implementing a new product like a chatbot, the goal is to simplify the IT environment and improve the employee experience, not add complexity.
The Solution
An AI Copilot becomes the go-to for employee support
in February 2020, the company launched an AI Copilot that integrated with their team collaboration platform, Slack. The AI-powered bot allows employees to self-service IT issues just by having a natural conversation.
Since then, the Copilot has transformed the support process. It autonomously resolves thousands of employee issues monthly while routing others to subject matter experts. As it adds new skills, performance continuously improves, encouraging more employees to adopt it. Instead of waiting days for IT help, employees now get immediate solutions to problems like provisioning software or unlocking accounts.
We all came here to do the work of our career. Moveworks provides the automation we need to focus on the challenging projects that matter.
The Result
89% of employees use a Copilot to get help at work
The Copilot has played a critical role in solving IT sprawl by serving as the connective tissue for the company's software, knowledge, and resources. Because employees can just have a conversation with the bot, it has become the go-to for IT issues, making the whole tech ecosystem more accessible.
In fact, while most employee chatbots struggle to reach 10% adoption, 9 out of 10 employees at this company have already used their virtual agent for instant support. Crucially, the Copilot delivers such simple and rapid service that many employees now prefer using it over contacting a human agent.
Given this high adoption, the next step is exploring new use cases for the Copilot across the enterprise. Employees have become so comfortable using it for IT that they're asking it for help with HR, sales, finance, and more — and that's what's coming next.
Key Integrations
