How a leading enterprise chat platform uses AI to crowdsource IT support
A major collaboration software company redefined workplace communication with its enterprise chat platform, and now it's partnered with Moveworks to crowdsource IT support with AI.
This company provides a collaboration hub that brings the right people, information, and tools together to get work done. Released in 2013, their platform boasts more than 12 million daily active users and is deployed by almost two-thirds of the Fortune 100.
Challenge
Providing employees with the real-time help as quickly as other work streams on Slack
Result
Employees can crowdsource tech support without leaving Slack
The Problem
Changing the way employees self-service IT support
IT teams have embraced employee-facing chat channels as an alternative way to provide support, since there’s a good chance that someone in the group is experiencing the same issue, or has created a workaround, or even knows the solution. However, keeping track of these requests can cause an increase in busy work for already overextended IT teams. Service desk agents must read through each thread to determine the best course of action.
This enterprise chat platform recognized the value of offering tech support in a group setting — that is, via Slack channel. Helping employees over chat — and in particular, over group chat — is a radical departure from the portal or email-based support that’s long been standard at other organizations. And it’s a departure that makes sense, given the company’s mission of bringing open communication to the workplace. But the question remained: Would this approach deliver faster, more efficient resolutions?
The Solution
Crowdsourcing IT support with AI that understands conversation
Having explored a variety of IT support solutions, the company rolled out Moveworks in March 2019 and never looked back. Moveworks is an AI-powered Assistant that lives within the company's Slack. While any employee can DM the AI Assistant directly, it also operates within a public chat channel, helping employees crowdsource support.
The AI Assistant utilizes advanced large language models and agentic AI to accurately interpret and determine the appropriate resolution for each employee's request. A key feature of this technology is its ability to adapt to unpredictable conversation flows. When users suddenly change topics, the AI's conversational capabilities allow the AI Assistant to seamlessly adjust its responses, rather than adhering to pre-programmed scripts.
This approach enhances the support experience by providing quick, relevant assistance directly within the collaborative environment where employees already communicate. It leverages the collective knowledge of the group while using AI to streamline and automate the support process, all without requiring employees to leave their familiar chat platform.
The Result
Automating IT support to achieve friction-free business
Thanks to Moveworks AI Assistant, for the first time, employees can get instant resolution directly in the IT support channel — from software provisioning to account unlocks to installation instructions to the guest WiFi password. For IT teams, this new way of getting support means that Ask-IT channels no longer require an army of agents to maintain.
When employees ask questions in the company’s group IT channel, the AI Assistant reads each message to ensure nothing gets lost in the shuffle. And if it spots an issue it can resolve, it DMs the employee to help — then updates the channel for all to see. Often considered the “holy grail” of the IT space, the power to supercharge the group IT channel with AI has finally arrived.
Key integrations
