Faster IT services. Happier employees. Extraordinary savings.
How agentic AI is saving one city over 3,000 hours annually with IT helpdesk automation
A fast-growing city in the West with over 1500 municipal employees had an increasingly overwhelmed IT helpdesk.
Challenge
Inefficient handling of IT helpdesk tickets through manual, unscalable channels like phone and email, compounded by the lack of a robust knowledge base to assist in resolving issues quickly.
Result
Advanced agentic AI-powered support significantly reduced the IT helpdesk workload, saving over 3000 hours annually and freeing up city employees from manual ticket management tasks, enabling IT to do more meaningful work.
The Problem
Outdated IT support channels hindered efficiency
Prior to the deployment of Moveworks, one fast-growing city was facing significant challenges with its IT support operations. Helpdesk service tickets were primarily managed through traditional channels such as phone calls, emails, and an online portal. These methods proved to be inefficient and unscalable, especially for their hybrid workforce with fluctuating ticket volumes.
A severely limited knowledge base compounded the issue, requiring common tasks like password resets and approvals to be handled manually. At one point, a single employee managed almost 20% percent of the total ticket volume.
This mostly manual approach not only consumed valuable time but also limited the capacity of service desk agents to address more complex and strategic IT issues. Additionally, the city’s distributed hybrid workforce increased the complexity of managing IT service requests.
Recognizing the inefficiencies and limitations of their existing IT support infrastructure, the city’s leadership sought a solution that could modernize and streamline their IT helpdesk operations, enhance efficiency, and empower service desk employees to focus on higher-value tasks.
The Solution
Implementing advanced agentic AI to revolutionize IT helpdesk efficiency
To address these challenges, city leadership embarked on a strategic initiative to leverage advanced artificial intelligence (AI) capabilities. Their goal was to update their IT support operations and provide a more efficient and scalable solution for managing service desk requests.
After evaluating various options, the city selected Moveworks for its innovative and adaptable AI-driven IT helpdesk solution. Moveworks offered pre-built integrations with existing systems like Microsoft Teams ensuring seamless deployment and integration into the city's existing IT infrastructure. This capability eliminated the need for extensive training, scripting, or building dialog flows, accelerating the implementation process.
Moveworks AI Assistant was the cornerstone of the solution. Designed to understand and resolve IT issues autonomously, it was highly intuitive and embedded directly into applications already familiar to city employees. This approach minimized the learning curve and ensured widespread adoption across the organization.
The deployment of Moveworks took less than two months and involved collaboration across teams between the service desk application developers, communications, and senior leadership. The implementation team analyzed past ticket data to inform their AI Assistant capabilities, ensuring it could effectively handle the city's diverse IT service requests.
By harnessing AI to automate routine tasks such as password resets, software updates, and troubleshooting, Moveworks empowered the city’s service desk agents to focus on more complex and strategic IT issues. This transformation not only enhanced operational efficiency, but also quickly produced significant cost savings while improving employee satisfaction across the organization.
The Result
Moveworks provided fast deployment and significant operational efficiency gains — right away
Following the implementation of Moveworks, the city is now benefiting from remarkable outcomes in terms of fast time to value and operational efficiency acceleration. Their new agentic AI-driven IT helpdesk solution, powered by Moveworks AI Assistant, has completely revolutionized how the city manages its IT service operations.
Moveworks' automation capabilities have significantly reduced the workload on the entire IT service desk team through the automation of over a thousand tickets annually. Moreover, the introduction of Moveworks allowed the city to avoid additional costs associated with hiring and training new service desk personnel, further contributing to the city's overall financial savings.
Moveworks also improved operational efficiency by saving city employees more than 3000 collective hours annually. By automating routine tasks such as troubleshooting to resolve common IT service requests and provide software updates, Moveworks enables IT to focus on higher-value initiatives, which in turn elevates overall productivity, employee satisfaction, and customer service.
Key integrations
